L1 Merchant Support Analyst

We’re PayRetailers, and we offer cutting-edge payment solutions that empower businesses to succeed in Latin America & Africa.
Our collaborative and inclusive work environment encourages creativity and growth, where every employee's contribution is valued. 

About the role 

The L1 Merchant Support Agent is responsible for ensuring excellent service standards, responding efficiently to merchant inquiries, and maintaining high customer satisfaction. This role involves direct interaction with merchants to address their concerns, provide accurate information, and ensure smooth operations related to payment processing and account management.

Your responsibilities 

• Manage emails, chat messages and potentially phone calls to assist merchants effectively.


• Identify and assess merchant needs to achieve high levels of customer satisfaction.


• Build sustainable and trusting relationships with merchant accounts through open and interactive communication.


• Provide accurate, valid, and complete information using appropriate methods and tools.


• Maintain records of merchant interactions, process merchant accounts, and file relevant documents.


• Follow communication procedures, guidelines, and policies to ensure consistency and professionalism.


• Go the extra mile to help merchants resolve their issues and improve their experience.


• Handle refund management processes, ensuring timely and accurate execution.


• Escalate technical issues to the IT team when necessary, ensuring proper follow-up and resolution.


• Address merchant inquiries regarding settlement processes and provide clear explanations.


• Create detailed payment breakdowns to assist merchants in understanding their transactions and settlements.

About you

• Advanced level of English (spoken and written) to interact with international merchants and teams.


• Ability to manage multiple tasks and prioritize effectively.


• Problem-solving skills with a customer-centric approach.


• Familiarity with payment processing systems and merchant account management is a plus.


• Experience in customer support or merchant services is preferred.


• Empathy and patience in handling merchant concerns.


• Attention to detail in managing records and creating payment breakdowns.


• Proactive attitude in escalating issues and ensuring resolution.


• Commitment to maintaining high service standards and customer satisfaction.


• Strong communication skills, both written and verbal.

What We Offer:

• Enjoy flexibility with 1 day of telework per week


• 26 vacation days per year to recharge and refresh


• Free language & technical courses to level up your skills


• Free daily catering & snacks at the office to keep you energized


• Private health insurance for peace of mind


• A free afternoon off on your birthday - because you deserve it