Business Support Specialist - Shift System

Operations – Merchant Operations
Permanent Full-time
About us

Launched in 2012, is a leading international provider of online payment solutions. is built on 100% proprietary technology and handles every part of the payment process, providing complete transparency across the entire payment value chain.

We currently process 150+ currencies and offer access to all international cards and popular local payment methods to merchants through one integration.

Customers in our portfolio include international businesses like Samsung, Transferwise, Hopper, Virgin and Adidas. Our mission is to partner with smart businesses to optimise their payments, increase revenue and meet the dynamic needs of their customers. 

We are building a unique work environment where our people aspire to solve complex problems and deliver valuable solutions. We believe that excellence can be achieved through a dynamic culture driven by collaboration and teamwork.

In May 2019, we raised $230m in what is Europe’s largest ever fintech Series A round, and globally the third largest fintech Series A round of all time. This fundraising round gave us a valuation of around $2 billion.

About the role  

Does the challenge of striving to serve millions of users around the world with the most forward-thinking online payment solution appealing to you? is actively looking for a hands-on and highly driven Merchant Support Specialist responsible for providing our merchants and business partners with world-class technical support. Energetic and customer-focused, the successful candidate will act as our front- line in the region to ensure that our merchant queries are handled and solved in an effective and timely manner, escalating when required. Interacting directly with our merchants in identifying, investigating and resolving issues, the candidate will also collaborate closely with cross-functional teams internally to contribute towards improving processes and procedures. This is a unique opportunity to face exciting challenges and build a successful career path as we are currently taking our product to the next level of scale, innovation and sustainability. The ideal candidate must be tech-savvy and customer-oriented with strong problem-solving skills and eager to join an entrepreneurial, fast paced environment and take part in our little revolution.

Key Responsibilities:

    • Provide 24/7/365 customer support on a 24/7 shift system, including weekends and public holidays
    • Serve as the first point of contact and primary contact for help desk via email and phone
    • Proactively assist merchants with any technical issues (e.g. configuration, debugging, documentation, testing) related to their daily use of our solution and coordinate with other team members when needed
    • Partner with Business Support, Sales, and Software Development to resolve issues that arise during merchant post-implementation support
    • Advise management on support issues which impact customer satisfaction and provide recommendations for appropriate actions
    • Contribute and adhere to coding standards, best practices, and procedures 

About you

    • The Business Support team will use various tools & technologies related to monitoring, resolution, administration, ticketing, communication & reporting, providing customer support on a 24/7 shift system, including weekends and public holidays
    • 2+ years experience in a customer support role in the Payments and/or eCommerce industry
    • Understanding of SQL, HTML, CSS3, JavaScript is an advantage
    • Knowledge shopping carts such as Magento and osCommerce is an advantage
    • Should have solid team spirit
    • Solid analytical and problem-solving skills and ability to deliver practical solutions
    • Excellent communication skills and ability to build/maintain a strong working relationship
    • Excellent ability to self-prioritize and time-box tasks without guidance
    • Fluency in both English and French is mandatory is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience, skills and personality. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Due to the numerous amount of application received, only the ones corresponding to this job profile will be contacted. If you have not been contacted within 3 weeks please deem your application as unsuccessful.

We are committed to protecting and respecting your privacy. We will only process and retain your information as necessary for the purposes of progressing your application or as required by applicable laws and regulations. We may also collect personal information about you through the application and recruitment process, either directly from you or from third-parties (employment agencies, recruitment websites, former employers, credit reference agencies or other background check agencies). In limited circumstances, we may transfer your information to the following countries outside the EU, while making sure your personal data is treated with the same level of protection offered in the EU. Please refer to our Privacy Policy ( for further information about how your data is being collected, processed and retained at