Fintech Payments Support Specialist for Merchants

Nuvei; Sydney; On-site; AUD 60,000 - 90,000; Full time

Job summary

Nuvei (ANZ) seeks a Customer Support Specialist to deliver exceptional assistance to merchants for online and in-store payments. You will troubleshoot terminals, gateways, and integrations and manage cases within SLAs.

Work closely with Onboarding, Risk, Product, Engineering and Sales to optimize outcomes and merchant retention. English proficiency is essential, with a customer-first mindset and strong problem-solving skills.

Qualifications

• Experience in customer support within payments, fintech, banking or SaaS is highly regarded (as stated).
• Strong understanding of card payments, settlements, gateways, and terminals is desirable.
• Exceptional customer-first mindset with a passion for high-quality service.
• Strong problem-solving and troubleshooting ability in technical environments.
• High attention to detail and strong organisational skills.
• Excellent written and verbal communication skills.
• Ability to manage competing priorities in a fast-paced environment.
• Collaborative mindset with ability to engage stakeholders at all levels.
• Commercial awareness - understanding the impact of service quality on merchant retention and revenue.
• Experience using CRM or ticketing systems.

Responsibilities

• Deliver outstanding end-to-end support to merchants via phone and email.
• Troubleshoot issues relating to payment terminals, integrations, processing, settlement, configuration, fraud and risk settings.
• Manage support cases within SLAs and OLAs with proactive follow-up.
• Meet and exceed KPIs including SLA adherence and customer satisfaction targets.
• Take ownership of complex cases from enquiry to resolution.
• Liaise with Onboarding, Risk, Product, Engineering, Sales and Partners to drive outcomes for merchants.
• Identify recurring issues and suggest process, product or knowledge improvements.
• Support merchant training and onboarding activities as required.
• Contribute to merchant retention by delivering proactive, high-quality service.

Skills

Customer support

Payments knowledge

Troubleshooting

Communication

Problem solving

Organisational skills

CRM

Collaborative

Tools

CRM systems

Job description

Nuvei (ANZ) seeks a Customer Support Specialist to deliver exceptional assistance to merchants for online and in-store payments. You will troubleshoot terminals, gateways, and integrations and manage cases within SLAs.

Work closely with Onboarding, Risk, Product, Engineering and Sales to optimize outcomes and merchant retention. English proficiency is essential, with a customer-first mindset and strong problem-solving skills.