Merchant Support Officer

Merchant Support Officer

Payabl. empowers businesses to grow through payments innovation and banking services. Our ambition is to expand our strong portfolio of global financial services we provide to businesses and make them all available in one place on our platform we call payabl.one. As a licensed financial company with principal membership with card schemes, we specialize in global payments and providing businesses with multi-currency accounts.

About the role:

As a Merchant Support Officer in the CRM team, you will be the first point of contact for our merchants, ensuring their experience with us is seamless, professional, and efficient. You will handle client inquiries, resolve account management and settlement-related issues, and provide clear guidance to merchants on how to navigate and use our systems effectively.

Your role will include assisting merchants with account setup, creating and testing dashboard users, and explaining platform functionalities in a way that is easy to understand. You will also collaborate closely with internal teams—including Technical, Risk, and Settlements—to resolve merchant requests such as reconciliation queries, settlement reports, login issues, APMs-related matters and escalating technical or operational issues to the relevant teams when needed. This role combines client-facing support, process coordination, and cross-functional collaboration to ensure merchants have a seamless and efficient experience. Ultimately, you will play a key role in delivering excellent customer service, building strong merchant relationships, and ensuring high levels of satisfaction and trust.

Location: in Limassol Office

Reporting to: Head of CRM

What you will do:

• Coordinate with Client Relations Managers to ensure merchants receive timely and proper assistance.
• Respond promptly and accurately to customer inquiries, ensuring a high level of customer satisfaction.
• Address and resolve merchant inquiries related to account setup and updates, including changes to bank accounts, corporate structures, and other necessary adjustments.
• Assist merchants in setting up and managing dashboard users and permissions and guide merchants in using reporting tools, analytics, and platform features.
• Conduct KYC and KYB procedures for periodic reviews, ensuring compliance with regulatory requirements.
• Document common merchant questions and solutions to build internal knowledge resources (example transactions error codes etc.)
• Assist the merchants with onboarding new APMs/URLs etc. and guiding them through the process.
• Work closely with Risk Management, AML, Settlements and Technology departments to address and resolve issues and requests efficiently.
• Utilize technical skills and in-depth product knowledge to assist existing merchants, ensuring they have a comprehensive understanding of the platform and services.
• Maintain and update internal systems and digital folders to ensure accurate and current records.
• Prepare and generate reports based on merchant requests.
• Occasionally participate in cross-functional projects or initiatives that enhance merchant services, compliance, and operational efficiency.

What we need:

• Customer Service Experience: Proven track record in handling customer inquiries and resolving issues efficiently, with a focus on delivering a positive experience. B2B or B2C experience is valuable, particularly in financial services, banking, or trading industries.
• Proactive & Self-Motivated: Takes initiative, eager to learn, and consistently seeks ways to improve processes and support quality.
• Problem-Solving Skills: Able to analyze issues, think critically, and find solutions while maintaining composure under pressure.
• Communication Skills: Clear and professional in both written and verbal English communication. Able to explain complex information in an easy-to-understand way and build rapport with merchants and internal teams.
• Attention to Detail: Thorough and accurate in handling tasks, from account setup to reviewing reports and troubleshooting issues.
• Adaptable & Positive Attitude: Comfortable learning new tools and systems, open to trying new approaches, and brings a friendly, solution-oriented mindset to the role.

The perks of being a payabl.er:

• Drive in Style: Enjoy the added perk of a company car, provided upon completing one year of employment—subject to performance and availability.
• Future-Proof Your Finances: Jump on board, and after your probation period, we'll kickstart your Provident Fund.
• Grow Without Limits: Our environment is all about nurturing your talents and fueling your ambition with endless opportunities for professional development.
• Speak Like a Local: Greek language classes, offered twice a week for all team members.
• Shop and Save: Get exclusive access to a discount card at various local businesses.
• Multicultural Workplace: Thrive in a company that celebrates diversity and values your unique contributions. Here, every perspective is appreciated, and every voice is heard.
• Lead the Charge in Pioneering Projects: Be at the forefront of innovation by playing a key role in groundbreaking projects.
• Max Out Your Downtime: With 25 days off plus public holidays, and an extra 10 days for when you're under the weather, we make sure you have ample time to relax, recharge, and return brighter.
• Support for Your Educational Aspirations: We're here to support your educational pursuits because we believe in investing in your growth.
• Wolt Your Way Through Lunch: Enjoy a Wolt lunch allowance of €150 per month.

Our Hiring Process:

First Interview: Conducted by the Talent Acquisition team (30-40 min).

Technical Interview: A 1 hour technical interview with the CRM Lead to assess your problem solving skills. Final Interview: A final meeting with the Head of CRM to explore how well you align with our culture and values.

Let's embark on a journey to redefine the landscape of payments together. We're not just offering a role; we're inviting you to be a part of something bigger. Join our team, and let's innovate, disrupt, and lead the future of payments. Together, we can make an impact that resonates. Welcome to the team!

If this role seems like a good match, please submit your resume all applications are treated with the strictest confidentiality. Please note that we may keep your CV for a period of one (1) year for future relevant job opportunities.