Executive, Merchant Support

1. Merchant/Partner Onboarding & Implementation

• Assist the team with merchant/partner onboarding procedures as needed, particularly when additional support is required.

• Coordinate with other Merchant/Partner teams, as well as internal Business and Technical teams, to support onboarding activities.
• Assist the team in collecting and completing required partner documentation from BD, particularly when additional support is required.

2. Business Development (BD) Support

• Support BD activities during pre-sales, implementation, and post-sales stages.
• Assist in reviewing technical documents (e.g., API documentation) and flag potential issues or inconsistencies. (Preferred, but not required)

• Assist in coordinating and monitoring operational tickets as needed.

• Assist with internal training and knowledge-sharing sessions as needed.

3. **Merchant/Partner Support**

• Coordinate internal and external stakeholders through email, phone, meetings, or other applicable communication channels.

• Handles the checking or coordinate internal and external stakeholders related to:

• Transaction tracking

• Fraud and chargeback transactions

• Transaction errors

• Operational issues

• Scheduled and unscheduled system changes

• System outages

4. **Ticket Management & Escalation**

• Monitor open trouble tickets and follow up on pending issues.
• Escalate tickets to the appropriate teams when necessary.
• Ensure proper coordination and follow-through until issues are resolved.

5. **Documentation & Knowledge Management**

• Maintain and update FAQs and user guides for merchants and partners.

6. **Reporting & Data Analysis**

• Assist in preparing regular support-related reports for Management.

• Assist in preparing ad-hoc statistical reports and analysis on payment transactions as required.

7. **Process Improvement**

• Identify recurring merchant/partner issues and potential process gaps.
• Recognize trends and provide insights to improve support processes.
• Share relevant findings and reports with the team.