Merchant Care Analyst - Fintech Support

Checkout.com; Greater London; Hybrid; MXN 240,000 - 360,000; Full time

Benefits offered by this job

Hybrid work model

Career growth opportunities

Job summary

Checkout.com is hiring a Merchant Care Analyst I in Mexico. You will support merchants via tickets, email, and chat, resolving issues within a defined product scope while escalating complex cases.

The role requires strong problem solving, clear communication, and a solid understanding of payments and APIs. You will collaborate across teams, maintain documentation, and adhere to SLA-driven workflows in a fast-paced environment.

Qualifications

• 2+ years in technical support or operations, ideally Fintech or financial services.
• Strong understanding of end-to-end payment flow and incident troubleshooting.
• Experience with API troubleshooting and data querying tools.
• Able to follow SOPs, work with documentation, and escalate when needed.
• Excellent written and verbal communication for merchants and stakeholders.

Responsibilities

• Acknowledge and manage tickets via the ticketing system during working hours.
• Investigate merchant inquiries and internal stakeholder requests for technical help.
• Refer complex issues with full context to higher-level analysts for resolution.
• Resolve tickets using knowledge base and update SOPs as needed.
• Maintain knowledge of products, services, and policies for accuracy.
• Adhere to QA framework to minimize errors and ensure consistent care.
• Categorise issues in the global queue and escalate root causes.
• Report issues and provide feedback to Product and Engineering teams.
• Participate in training for new products and share process improvements.

Skills

Customer support

Technical support

Fintech

Payments

SLA management

API troubleshooting

Postman

SQL

Datadog

Zendesk

Salesforce

Communication

Problem solving

Education

Bachelor's degree in Computer Science or related field

Tools

Postman

Looker

SQL

Datadog

Guacamole

Zendesk

Salesforce

Job description

Checkout.com is hiring a Merchant Care Analyst I in Mexico. You will support merchants via tickets, email, and chat, resolving issues within a defined product scope while escalating complex cases.

The role requires strong problem solving, clear communication, and a solid understanding of payments and APIs. You will collaborate across teams, maintain documentation, and adhere to SLA-driven workflows in a fast-paced environment.