Title:
Specialist I, Merchant Support
Contact Centre
Reports To:
Team Leader/Manager, Merchant Support, Contact Centre
Operations
About Payroc
Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. From powerful POS systems to seamless online and mobile payment solutions, we equip merchants with the tools they need to succeed in today’s fast-moving commerce landscape.
At Payroc, our culture is built around people who lead with grit, take ownership, and are not afraid to be a boss when it comes to driving results. We believe the best solutions start when we listen first to our customers, our partners, and each other so we can deliver payment experiences that truly make a difference for the businesses we serve.
We are a team that moves quickly, thinks entrepreneurially, and celebrates big wins together. If you are energized by building relationships, solving real business problems, and creating opportunities for yourself and your clients, Payroc is the kind of place where you can make an impact and grow your career.
Job Purpose
This role is responsible for providing exceptional service to Payroc merchants, partners, and resellers. Merchants and partners will contact our call centre seeking information regarding daily deposits, month-end statements, Payroc products, and the status of deposits.
The Specialist I, Merchant Support role focuses on resolving merchant queries, bridging knowledge gaps, and proactively recommending solutions that help merchants maximise their revenue potential.You understand that our merchants' success is also our success.
This is role that provides opportunities for ongoing learning, development, and coaching. During quieter periods, you will be encouraged to further develop your knowledge and skills. You will collaborate with team members and utilise support channels such as chat and phone to seek guidance when required.
Duties and Responsibilities
- Analyse merchants' payment-related issues, assist with disputes, and provide sustainable solutions
- Collaborate with internal teams including Technical Support, Fraud and Risk, Business Development, Settlement, and Product for escalations or resolution of merchant concerns
- Gain and maintain in-depth knowledge of all systems and tools used by the Merchant Support Team
- Assist with exceptional or complex situations involving merchant processing and equipment
- Ensure superior customer service is consistently delivered to merchants, agents, operational departments, and partners
- Support merchants and partners with complex merchant and card security enquiries
- Contribute to process improvement within Merchant Support by identifying common issues, recognising trends, and sharing insight with Merchant Support Leads and Management
- Maintain accurate records of merchant interactions and case notes using Microsoft Office tools and CRM systems
Qualifications
- Beginner to intermediate functional knowledge, with an understanding of the role prior to formal training and willingness to develop further knowledge and capability
- Strong customer service skills, including the ability to professionally manage difficult or emotional situations and respond promptly to customer needs
- Proactive mindset with the ability to identify potential process or product gaps that may impact merchant satisfaction or retention
- Ability to develop strong product knowledge across Payroc's portfolio of products and services to support merchant needs
- Strong interpersonal skills with the ability to collaborate with leadership to identify trends and operational improvements
- Ability to multitask while maintaining a high level of customer service and attention to detail
- Strong time management skills, with the ability to prioritise tasks based on urgency and business impact
Work Style
Working Hours
- 6:30 PM - 3:00 AM (UK Time)
- Working one Saturday in every four
Equality
At Payroc, we are committed to the principle of equal employment opportunity for all employees and to providing a working environment free from discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, colour, religion, national, social or ethnic origin, sex, age, physical, mental or sensory disability, sexual orientation, or any other status protected by applicable laws in the locations where we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, services, programmes, and activities. To request reasonable accommodation, please contact the Human Resources Department at
[email protected].
Compensation and Benefits
Our compensation reflects the cost of labour across several UK geographic markets. Actual compensation may vary based on several factors including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation such as bonuses, incentives, or equity may also be included as part of the total compensation package.We offer a comprehensive range of benefits to support your overall wellbeing, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs.
Candidate Privacy Notice
We are committed to protecting the privacy and security of personal information provided during the recruitment and hiring process. Our Candidate Privacy Notice explains how we collect, use, store, and protect your personal data when you apply for a role with us.This notice applies to all job applicants and candidates, including those located in the European Economic Area (EEA), the United Kingdom, Canada, and other applicable jurisdictions. You can find our Candidate Privacy Notice on our Careers Page under FAQs.
Note to Agencies
Payroc does not accept CV submissions from agencies outside of existing agreements. Please do not send unsolicited CVs to Payroc HR or Payroc employees. Payroc is not responsible for any fees associated with unsolicited CV submissions.
