Merchant Care Analyst

Company Description

We’re Checkout.com. You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day.

We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers.

Whether you want to book a holiday, order food, renew a subscription, or check out online, there’s a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale.

If you want to do career-defining work, you’ve come to the right place. We move fast, think globally, and believe great teams are built by hiring exceptional people with conviction, curiosity, and the desire to make an impact.

With 20 offices across six continents and London as our HQ, we’re shaping the future of fintech – and we’re just getting started.

The Merchant Care Analyst will be responsible for providing exceptional service to merchants by addressing inquiries, resolving issues, and ensuring a smooth experience with our products and services. The role requires excellent communication skills, a strong understanding of payments, and the ability to solve problems efficiently. The Merchant Care Analyst will use various tools and resources to troubleshoot issues, guide merchants through solutions, and escalate cases when necessary, all while maintaining a high level of customer satisfaction.

What you will be doing:

• Provide exceptional customer experience by handling inquiries and issues from merchants via various channels (email, phone, chat)

• Troubleshoot and resolve merchant payment issues, technical challenges, and account-related concerns with a focus on timely and accurate resolutions.

• Collaborate with internal teams, including operations, product, and engineering, to address merchant concerns and drive issues to resolution.

• Educate merchants on platform features, payment processes, and best practices to optimise their experience.

• Assist in maintaining and improving merchant care support, contributing to the continuous enhancement of service delivery.

• The role requires working hours from 11:00 AM to 8:00 PM, including Public Holidays, and involves providing Instant Messaging (for e.g. WeChat) support as needed.

Qualifications

• Fluent in Mandarin and English

• 2+ years of experience in support or operations roles, preferably within a payments environment.

• Strong problem-solving skills with the ability to diagnose technical issues and provide effective solutions.

• Excellent communication and interpersonal skills, with a customer-first mindset.

• Ability to handle multiple priorities in a fast-paced environment while maintaining high service standards.

• Familiarity with payment processing systems, fintech platforms, or related technologies (preferred but not essential).

• Proficiency in using customer service software (e.g., Zendesk, Salesforce) and CRM tools.

• Proven ability to work independently as well as collaborate effectively across teams.

If you don't meet all the requirements but think you might still be right for the role, please apply anyway. We're always keen to speak to people who connect with our mission and values.

Additional Information

Bring all of you to work

We create the conditions for high performers to thrive, through real ownership, fewer blockers, and work that makes a difference from day one.

Here, you’ll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It’s a place where ambition gets met with opportunity, and where your growth is in your hands.

We work as one team, and we back each other to succeed. So whatever your background or identity, if you’re ready to grow and make a difference, you’ll be right at home here.

It’s important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable.

Life at Checkout.com

We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.

Curious about what it’s like to be part of our team? Visit our Careers Page to learn more about our culture, open roles, and what drives us.

For a closer look at daily life at Checkout.com, follow us on LinkedIn and Instagram