Payments Support Specialist: Merchant & PSP Relations

Nodi; Buenos Aires; Híbrido; ARS 76.199.000 - 121.918.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Direct access to decisions

Buenos Aires office

Hybrid work model

Descripción de la vacante

Rebill in Buenos Aires is seeking a hands-on Customer Success & Support professional to own live operations for merchants across the Americas. You'll resolve cases end-to-end, manage refunds, KYB, balances, and align with local partners.

You'll build relationships, analyze declines, escalate to engineering with clear evidence, and drive automation to reduce manual work, while documenting patterns for self-serve support.

Formación

• 3+ years in support, operations or CX.
• Minimum 3 years at a PSP, acquirer or payment processor (5+ years ideal).
• English at C1 or above (Cambridge scale).
• SQL skills to query relational databases.
• Experience with a helpdesk platform.
• Bias toward automation.
• AI tools as part of how you work.
• Based in Buenos Aires and able to work from our office.

Responsabilidades

• The merchant relationship. Resolving their cases end to end: refunds, balances, KYB verification, integrations and payment declines.
• The acquirer and provider relationships. Escalating transactions, sustaining follow-up on settlements and refunds, and keeping channels with each local partner.
• The investigation. Taking an ambiguous case, cross-referencing data with processor response and explaining it plainly to a merchant and to an acquirer.
• Approval rate analysis. Measuring rates and decline reasons by issuer, BIN and payment method, and producing recurring reports.
• Escalation to engineering. Raising bugs with full context and following them through to closure.
• The automation layer. Operating and improving what already resolves cases without human intervention and proposing what is missing.
• Documentation. Case patterns, help center articles and internal procedures.

Conocimientos

SQL

Helpdesk software

Automation mindset

AI tooling

English communication

Herramientas

Helpdesk platform

Descripción del empleo

Rebill in Buenos Aires is seeking a hands-on Customer Success & Support professional to own live operations for merchants across the Americas. You'll resolve cases end-to-end, manage refunds, KYB, balances, and align with local partners.

You'll build relationships, analyze declines, escalate to engineering with clear evidence, and drive automation to reduce manual work, while documenting patterns for self-serve support.