Merchant Support Officer

As a Merchant Support Officer in the CRM team, you will be the first point of contact for our merchants, ensuring their experience with us is seamless, professional, and efficient. You will handle client inquiries, resolve account management and settlement-related issues, and provide clear guidance to merchants on how to navigate and use our systems effectively.

Your role will include assisting merchants with account setup, creating and testing dashboard users, and explaining platform functionalities in a way that is easy to understand. You will also collaborate closely with internal teams—including Technical, Risk, and Settlements—to resolve merchant requests such as reconciliation queries, settlement reports, login issues, APMs-related matters and escalating technical or operational issues to the relevant teams when needed.
This role combines client-facing support, process coordination, and cross-functional collaboration to ensure merchants have a seamless and efficient experience. Ultimately, you will play a key role in delivering excellent customer service, building strong merchant relationships, and ensuring high levels of satisfaction and trust.

Location:  in Limassol Office

Reporting to: Head of CRM





What you will do:

• Coordinate with Client Relations Managers to ensure merchants receive timely and proper assistance.

• Respond promptly and accurately to customer inquiries, ensuring a high level of customer satisfaction.

• Address and resolve merchant inquiries related to account setup and updates, including changes to bank accounts, corporate structures, and other necessary adjustments.

• Assist merchants in setting up and managing dashboard users and permissions and guide merchants in using reporting tools, analytics, and platform features.

• Conduct KYC and KYB procedures for periodic reviews, ensuring compliance with regulatory requirements.

• Document common merchant questions and solutions to build internal knowledge resources (example transactions error codes etc.)

• Assist the merchants with onboarding new APMs/URLs etc. and guiding them through the process.

• Work closely with Risk Management, AML, Settlements and Technology departments to address and resolve issues and requests efficiently.

• Utilize technical skills and in-depth product knowledge to assist existing merchants, ensuring they have a comprehensive understanding of the platform and services.

• Maintain and update internal systems and digital folders to ensure accurate and current records.

• Prepare and generate reports based on merchant requests.

• Occasionally participate in cross-functional projects or initiatives that enhance merchant services, compliance, and operational efficiency.
  

What we need:

• Customer Service Experience: Proven track record in handling customer inquiries and resolving issues efficiently, with a focus on delivering a positive experience. B2B or B2C experience is valuable, particularly in financial services, banking, or trading industries.

• Proactive & Self-Motivated: Takes initiative, eager to learn, and consistently seeks ways to improve processes and support quality.

• Problem-Solving Skills: Able to analyze issues, think critically, and find solutions while maintaining composure under pressure.

• Communication Skills: Clear and professional in both written and verbal English communication. Able to explain complex information in an easy-to-understand way and build rapport with merchants and internal teams.

• Attention to Detail: Thorough and accurate in handling tasks, from account setup to reviewing reports and troubleshooting issues.

• Adaptable & Positive Attitude: Comfortable learning new tools and systems, open to trying new approaches, and brings a friendly, solution-oriented mindset to the role.
  

The perks of being a payabl.er: 

• Future-Proof Your Finances: Once you’ve passed probation, we’ll kickstart your Provident Fund to secure your future. 

• Grow with Us: Annual Learning Budget for professional development (after probation)—because your growth is our growth. 

• Wolt Your Way Through Lunch: €150 monthly Wolt allowance to keep you fueled and happy.

• Drive in Style:  After one year with us, you may be eligible for a company car—performance and availability permitting. 

• Park with Ease: Complimentary parking space just steps from the office, so your commute is as smooth as your workday.

• Max Out Your Downtime: 25 days of vacation + public holidays, plus an additional 10 sick days to rest when needed.

• Shop & Save: Exclusive local discount card + tickets for exciting events like Beonix, basketball games, and more. 

• Speak Like a Local: Join free Greek language classes, twice a week, open to all team members. 

• Celebrate Together: Twice a year, we bring colleagues from all offices together for unforgettable company celebrations.

• Global Collaboration & Events: Opportunities to participate in international company events and initiatives, connecting with colleagues from all regions and contributing to a truly global community

🚀 Our Hiring Process:

First Interview: Conducted by the Talent Acquisition team (30-40 min).

Technical Interview - A 1 hour technical interview with the Head of CRM to assess your problem solving skills.
Final Interview – A final meeting with the Group Chief Growth Officer (Acquiring) to explore how well you align with our culture and values.