Activation Support Representative - eCommerce

Global Payments Inc.; Cambridge; On-site; GBP 28,000 - 42,000; Full time

Job summary

Global Payments Inc. is seeking an eCommerce Activation Support Representative to join our busy eCommerce team. You’ll help merchants and partners launch and optimise payment solutions, enabling worldwide acceptance and smooth live processing.

You’ll work with internal stakeholders to manage activation journeys, onboarding, and post-implementation support, delivering outstanding customer experiences while ensuring reliable technology for global commerce.

Qualifications

• Experience in technical or client support, preferably in payments/eCommerce tech.
• Strong troubleshooting and problem-solving abilities with clear communication.
• Excellent verbal and written communication with both technical and non-technical stakeholders.
• Proactive workload management and commitment to high standard customer service.
• Curiosity for learning about eCommerce payments and new tech.

Responsibilities

• Provide high-quality support for eCommerce payment solutions, helping clients and internal teams investigate, troubleshoot and resolve payment processing issues with pace and accuracy.
• Take ownership of support cases from initial review through to resolution, ensuring clear communication, accurate documentation and timely follow-up in line with service level expectations.
• Analyse transaction flows, payment responses and customer impacts to identify root cause and drive effective resolution of technical and operational issues.
• Partner with Product, Engineering, Implementations, Relationship Management and other internal teams to manage escalations and deliver the best possible outcomes for clients.
• Identify trends, recurring issues and opportunities for improvement, contributing to process enhancements, knowledge sharing and a better client experience.

Skills

Troubleshooting

Communication

Customer service

Payments knowledge

Cross-functional collaboration

Tools

Salesforce

ServiceNow

Job description

Ready to take your career global? Make your mark at one of the biggest names in payments. We're looking for a eCommerce Activation Support Representative to join our ever-evolving eCommerce team, helping merchants and partners successfully launch and optimise payment solutions that enable businesses to accept payments and serve their customers around the world. Working closely with internal stakeholders and customers, you'll play a key role in supporting the activation and onboarding journey, ensuring a smooth transition from implementation through to live payment processing. You'll help deliver an outstanding customer experience while supporting the technology that powers global commerce.

What You'll Own

• Provide high-quality support for eCommerce payment solutions, helping clients and internal teams investigate, troubleshoot and resolve payment processing issues with pace and accuracy.
• Take ownership of support cases from initial review through to resolution, ensuring clear communication, accurate documentation and timely follow-up in line with service level expectations.
• Analyse transaction flows, payment responses and customer impacts to identify root cause and drive effective resolution of technical and operational issues.
• Partner with Product, Engineering, Implementations, Relationship Management and other internal teams to manage escalations and deliver the best possible outcomes for clients.
• Identify trends, recurring issues and opportunities for improvement, contributing to process enhancements, knowledge sharing and a better client experience.

What You'll Bring

• Experience in technical support, client support, operations or a similar customer-facing role, ideally within payments, fintech, eCommerce or a technology-driven environment.
• Strong troubleshooting and problem-solving skills, with the ability to investigate issues, analyse information and communicate solutions clearly.
• Excellent verbal and written communication skills, with confidence engaging with both technical and non-technical stakeholders.
• A proactive approach to managing workload, meeting commitments and delivering a high standard of customer service.
• Curiosity and enthusiasm for learning about eCommerce payments, payment gateways, transaction processing and emerging payment technologies.

It's a bonus if you have

• Knowledge of payment gateways, acquiring, authorisations, settlements, refunds, chargebacks or alternative payment methods.
• Experience supporting merchants or partners within an eCommerce payments environment.
• Experience using case management or CRM platforms such as Salesforce, ServiceNow or similar tools.
• Familiarity with APIs, transaction logs, error codes or technical integration troubleshooting.
• A continuous improvement mindset and a passion for helping clients succeed.

About The Team

Our inclusive and global teams win together every day. We're proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it's unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We're curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it's our passion that drives excellence in everything we set out to do.

Does this sound like you? Then you sound like a Globalpayer.