Merchant Support Specialist

What We're Building 🚀

Our merchants are small business owners. When something goes wrong with how they get paid, they want a person who picks up, listens, and sees it through. That person is you. Merchants usually reach us because something isn’t working in their business, and they’re not always at their best when they call. You’ll also say “I don’t know yet, let me find out” a lot, then go and find out.

As part of our team, you will be responsible for handling incoming support calls and online inquiries, utilizing your critical thinking skills to analyze merchant issues and offer effective solutions. Your success in this role will depend on your ability to take ownership of customer issues and prioritize the customer experience at every step.

The Role: What Your Day Looks Like 🔑

• Live conversations with merchants: answering incoming calls, listening to what’s actually wrong, and getting it resolved on the spot when you can.
• Written inquiries: replying to merchants online with answers that are clear, kind and complete the first time.
• Following through: keeping detailed notes in our support ticketing system, checking back on open issues, and making sure no merchant has to explain their problem twice.
• Handoffs and escalations: passing complex issues to the right team with the full story, then keeping the merchant updated until it’s closed.
• Making the next call easier: flagging gaps in our knowledge base articles and suggesting fixes to how we support merchants.

Are You Our Next Builder? 🛠️

• Experience serving people directly, in a call centre, retail, hospitality, or any job where you handled someone else’s problem.
• You can stay calm and warm with someone who is frustrated, and you don’t take it personally.
• You write clearly. A merchant should understand your reply without reading it twice.
• You’re comfortable working in Gmail, Docs and Sheets, and you pick up new software quickly.
• You’re organized enough to juggle several open issues and still follow up on every one.
• You can work shifts that start between 7:00 and 9:00 AM, plus weekends.

✨Not checking every box? Please apply anyway! We know that candidates have different experiences that may make them a great fit for this position and for Helcim. We believe that diversity and having an inclusive culture is not only the right thing, but key to our long-term success. Diversity brings more experience, view-points, knowledge and insight about our future. We also want to provide an accessible interview process, so if there’s any accommodations that would make your experience more comfortable, please let us know.

Helcim: The Big Picture 🖼️

Helcim was founded with a mission at heart: to be the world’s most loved payment system. From the very start, we knew that we wanted to be different from every payment processor out there. We want the merchants we serve to feel supported and see us as a trusted partner rather than simply just another “cost of doing business.” We are relentless in our pursuit to provide a radically transparent and honest payments solution that flat out saves business owners money, all while treating them like human beings.

At Helcim, we build a team of engaged, caring and intelligent people.  In return we provide an environment where you can be excited to come to work each day and tackle these challenges with an amazing team.  Learn more in our culture book; The Way of the Helcim.

• We Are Builders: We don't wait for solutions; we create them. 

• The Harder Path: We choose what’s difficult because it’s more rewarding. 

• Creating Trust: We earn it every day by being our best selves. 

• Company of Many: We’re a collective force. Great teams do great things. 

• Ownership: Every single team member gets Stock Options. You own a piece of what you build! 📈

• Health First: Comprehensive benefits + a Health Spending Account (HSA) starting on Day 1. 🦷

• Flexibility: Hybrid life! We’re in-office Mon/Wed/Fri and remote Tue/Thu. 🏠

• Family Support: Top-ups for maternity leave and "bonding breaks." 👶

• Rest & Recharge: Paid vacation + a full company break in December. ❄️

• Growth: $500 annual training budget to keep your skills sharp. 📚