Customer Support Analyst
Mexico City
Sales – Payment Services Support /
Permanent - full time /
Hybrid
At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth.
Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations- all united around one goal – to deliver the best possible products and services to our partners and customers. While our company mission is to keep innovating global commerce, our internal mission is to #chooseaction, #beopen, #thinkcustomer, #gofurther and #wintogether
The Purpose:
The Customer Support Analyst II plays a vital role in providing exceptional technical and functional support to our clients, ensuring a seamless and positive experience with our payment services. This position is ideal for a proactive and detail-oriented individual with proven experience in resolving complex customer inquiries and a passion for delivering world-class support. As a key member of our global Payment Services Support team, you will contribute to our mission of operational excellence and client satisfaction.
Your impact in this role:
- Configure and onboard merchants of our PSP clients for various payment methods.
- Configure merchants of our PSP clients.
- Assist with the technical setup of our PSPs.
- Understand and take ownership of the merchant onboarding lifecycle from beginning to end, facilitating merchant activation and revenue generation.
- Be involved in the full client lifecycle, from pricing structure approval to setup in PPRO systems, to ensure fast activation.
- Assist PPRO clients with follow-up questions related to client and merchant onboarding requests.
- Troubleshoot client issues and open Jira tickets to report errors to relevant teams.
- Handle requests from acquiring partners and coordinate with the respective clients.
- Proactively follow up on raised items within a reasonable timeframe.
- Advise clients on billing and reconciliation issues, collaborating with relevant departments.
- Clarify settlement and payout timelines for clients and partners, ensuring transparency.
- Verify payment status, trace payments in our records, and provide status updates.
- Support clients and partners with general inquiries related to payment processing.
- Identify and report recurring issues to improve internal processes.
- Collaborate with internal teams to ensure efficient issue resolution.
- Support clients with the implementation and integration of payment services.
- Provide guidance with the API reference and technical requirements.
- Analyze conversion rates and offer recommendations for optimization.
- Maintain clear and structured documentation of client interactions and reported cases.
- Provide missing invoices and settlement reports upon client request.
- Process client requests for account and address updates, including receiving and processing necessary documentation for bank and address changes.
What would make you a great fit:
- 2-3 years of experience in a customer support role, preferably within the payments or financial technology industry.
- Proven ability to troubleshoot and resolve complex technical and functional issues.
- Strong understanding of payment processing concepts, including local payment methods (LPMs).
- Excellent problem-solving, analytical, and critical-thinking skills.
- Exceptional written and verbal communication skills in English.
- Proficiency in using support ticketing systems (Zendesk, Freshdesk).
- Strong customer-centric approach with a genuine desire to help and advocate for clients.
- Ability to work as a team as part of a global, cross-functional team.
- Demonstrated ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced environment.
What's in it for you?:
Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working. In addition to our 10-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year
Learning and Development - We offer a 14,000 MXN annual budget to support your professional growth, because investing in your development benefits us all.
Meal vouchers- SiVale - MXN 3000 per month - Enjoy a moment of conviviality and a good and balanced meal thanks to your meal vouchers.
Insurance- Because better safe than sorry - we want our employees to benefit from various insurances including major and minor health insurance (including dental insurance) + life insurance and travel insurance.
Enhance Family Leave - We understand the importance of family - that's why we offer enhanced family leave to support you during key life moments.
Professional and personal development - We provide leadership cafes, on-the-job training, and access to LinkedIn learning to help you gain knowledge beyond your role.We also offer you english classes!
Gym membership - PPRO helps contribute towards the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet
Mental Health Platform - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more
Our office is in a WeWork building nearby Angel de la Reforma, surrounded by mall shops and places where you can have a nice lunch. In the building you'll find space enough for meetings with your team, private spaces for confidential calls, a nice terrace, open coffee bar and other amenities.
As long as you can take good care of them, the offices are pet-friendly.
Our Principles:
We get things done: We are courageous; we take ownership, make decisions and get things done.
We act with trust and integrity: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intent
We put the customer first: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.
We make things better: We boldly explore new ideas and have an unwavering commitment to continuous improvement.
We work as a team: We collaborate closely and value team success over individual achievement.
