Merchant Support Specialist
Polar · Support · Mid · 17d ago
Open to candidates across Europe.
Direct from the employer's own careers page
Who can apply
Read straight from the listing, so you know before you spend time on it.
Open to candidates across Europe.
“Europe”
- Async-first
- The listing doesn't promise async-first working.
- Contractor / B2B
- No mention of hiring international contractors or invoicing.
- Global stipend
- No home office or equipment budget mentioned.
- Annual retreat
- No company-paid get-togethers mentioned.
Read from the listing automatically. Always confirm the details with the company before you accept an offer.
About the role
As a Merchant Support Specialist, you will be on the front lines helping merchants and customers succeed with Polar across email, chat, and Slack. Beyond resolving inquiries related to payments, payouts, subscriptions, and checkout, you will collaborate closely with Product and Engineering to identify friction, document bugs, and build automation and processes that scale support.
What you'll do
- Own merchant and customer inquiries end-to-end across email, chat, and Slack, ensuring issues are understood and resolved.
- Investigate and troubleshoot issues across payments, payouts, subscriptions, checkout, and the merchant dashboard.
- Help merchants onboard and navigate operational and financial workflows as a Merchant of Record.
- Partner with Product and Engineering to reproduce bugs, find root causes, and translate merchant feedback into product improvements.
- Identify recurring friction and support trends to improve the Help Center, documentation, and internal processes.
- Prioritize and escalate complex technical, payment, and account issues balancing urgency and risk.
What you bring
- 2+ years of experience in customer support, merchant support, or customer success, preferably in SaaS, fintech, or payments.
- Excellent written communication skills with a customer-first mindset.
- Strong troubleshooting, problem-solving, and independent prioritization abilities.
- Experience working with support platforms such as Plain, Zendesk, Intercom, or similar.
- Comfort collaborating with Product and Engineering teams to resolve customer issues.
About Polar
Polar is rethinking how software companies monetize their products by helping merchants navigate global payments, billing, and financial workflows as a Merchant of Record.
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