Merchant Support Officer

Nomupay; Dubai; Hybrid; AED 89,000 - 134,000; Full time

Job summary

Nomupay, a global payments platform, is hiring a Merchant Support Officer in Dubai. You will investigate and resolve payment-related queries, working with Operations, Product, Technology, Compliance and Sales to provide effective solutions.

You will be the main support contact for merchants, ensuring timely updates, maintaining records, and upholding SLAs and KPIs in a hybrid Dubai-based role.

Qualifications

• Experience in customer support, merchant support, payments or fintech.
• Strong understanding of customer service principles.
• Excellent written and verbal communication skills.
• Comfortable dealing with difficult or frustrated customers.
• Strong problem-solving and investigative skills.
• Ability to explain technical or payment-related issues clearly to customers.
• Experience working with CRM or ticketing systems.
• Strong attention to detail and ability to manage multiple cases concurrently.
• Collaborative with multiple internal teams.
• Proactive in identifying and resolving problems.
• Payments experience is highly desirable.

Responsibilities

• Act as a first point of contact for merchant queries via email, phone and other support channels.
• Investigate and resolve payment, transaction and account-related issues.
• Support merchants with technical and operational queries.
• Troubleshoot payment issues and escalate complex cases to internal teams.
• Keep merchants updated throughout the resolution process.
• Work with Product and Technology to investigate recurring issues and payment failures.
• Support complaints and escalations professionally and efficiently.
• Maintain accurate records of merchant interactions and cases.
• Identify recurring issues and contribute to process improvements.
• Meet SLAs, response times and customer service KPIs.
• Build strong relationships with merchants and provide high levels of service.

Skills

Customer support

Payments

CRM systems

Payments experience

Communication

Problem solving

Tools

Salesforce

Zendesk

Job description

Job Description:

Your mission

Merchant Support Officer

Location: Dubai, UAE
Employment Type: Full-time
Working Arrangement: Hybrid

About Nomupay

Nomupay is a global payments platform helping businesses make and receive payments across multiple markets. We provide payment solutions including card acquiring, alternative payment methods and payouts across Europe, APAC, the Middle East and beyond.

We’re looking for a Merchant Support Officer to join our team in Dubai and become a key point of contact for our merchants, helping them resolve payment-related queries and ensuring they receive a high level of support.

The Role

As a Merchant Support Officer, you’ll work directly with merchants to investigate and resolve queries relating to payments, transactions, accounts and our platform.

You’ll work closely with internal teams including Operations, Product, Technology, Compliance and Sales to identify issues and provide effective solutions.

What youll be doing

• Act as a first point of contact for merchant queries via email, phone and other support channels.
• Investigate and resolve payment, transaction and account-related issues.
• Support merchants with technical and operational queries.
• Troubleshoot payment issues and escalated more complex cases to the appropriate internal teams.
• Keep merchants updated throughout the resolution process.
• Work closely with Product and Technology teams to investigate recurring issues and payment failures.
• Support complaints and escalations professionally and efficiently.
• Maintain accurate records of merchant interactions and cases.
• Identify recurring issues and contribute to improvements in our support processes.
• Meet agreed SLAs, response times and customer service KPIs.
• Build strong relationships with merchants and provide a consistently high level of service.

Your profile

What were looking for

• Previous experience in customer support, merchant support, payments or fintech.
• Strong understanding of customer service principles.
• Excellent written and verbal communication skills.
• Comfortable dealing with difficult or frustrated customers.
• Strong problem-solving and investigative skills.
• Ability to explain technical or payment-related issues clearly to customers.
• Experience working with CRM or ticketing systems.
• Strong attention to detail and ability to manage multiple cases simultaneously.
• Comfortable working collaboratively with multiple internal teams.
• A proactive approach to identifying and resolving problems.
• Payments experience is highly desirable.

What would be a bonus?

• Experience within payments, fintech, banking or e-commerce.
• Knowledge of card payments, payment gateways, acquiring or alternative payment methods.
• Experience with platforms such as Salesforce, Zendesk or similar CRM/ticketing systems.
• Experience supporting merchants or business customers.
• Experience working with technical teams to troubleshoot payment or integration issues.

Why us?

Why join Nomupay?

• Join a growing global payments business operating across multiple international markets.
• Work with an international team across EMEA, APAC and beyond.
• Gain exposure to the wider payments ecosystem and a range of payment products.
• Opportunity to develop your career within fintech and payments.
• Collaborative and fast-paced working environment.
• Hybrid working from our Dubai office.

About us

Nomupay is a global payments platform on a mission to simplify cross-border commerce. We help businesses accept, process, and manage payments worldwide through secure, scalable, and locally optimized solutions. By connecting local markets to the global economy, Nomupay enables merchants to grow internationally with confidence.

Requirements: