Merchant Support Officer

Nomupay; Manchester; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Hybrid working

25 days annual leave

Birthday day off

Pension contribution

Wellbeing portal

Manchester office

Career development

Job summary

Nomupay is seeking a Merchant Support Officer to join our UK Operations team in Manchester. You’ll be the first point of contact for merchants, delivering friendly, professional support while coordinating with internal and external partners to resolve queries.

This role offers a strong path in fintech, payments, or customer operations, with responsibilities across support, cross-functional collaboration, and operational excellence.

Qualifications

• Previous experience in a customer service, customer support, or merchant support role.
• Excellent written and verbal communication skills.
• Strong problem-solving and organisational skills.
• The ability to manage multiple priorities in a fast-paced environment.
• Good Microsoft Office skills.
• A positive, proactive attitude with a desire to learn.

Responsibilities

• Respond to merchant enquiries via phone and email, delivering a friendly, professional, and knowledgeable service.
• Resolve customer queries within agreed SLAs and KPIs.
• Keep merchants informed with timely updates throughout the resolution process.
• Build strong relationships by delivering an excellent customer experience.
• Work closely with Technology, Sales, Onboarding, Finance, and other internal teams to resolve merchant issues.
• Liaise with acquiring banks, payment gateways, and third-party partners where required.
• Escalate complex issues appropriately while maintaining ownership until resolution.
• Identify and elevate operational risks or compliance concerns.
• Ensure all work is completed accurately and in line with company policies and regulatory requirements.
• Help improve internal processes by identifying opportunities to enhance efficiency and the merchant experience.

Skills

Customer service

Communication skills

Problem solving

Organisational skills

Multitasking

Microsoft Office

Proactive attitude

Tools

Zendesk

Job description

Your mission

Your Mission

At NomuPay,we'rebuilding the future of global payments. As a fast-growing fintech, we help businesses accept and manage payments seamlessly across international markets.

We'relooking for aMerchant Support Officerto join our UK Operations team.You'llbe the first point of contact for our merchants, providing outstanding support while working closely with internal teams and external partners to resolve queries quickly and professionally.

This is an excellent opportunity for someone looking to build a career in fintech, payments, or customer operations.

What You'll Be Doing

Merchant Support

• Respond to merchant enquiries via phone and email, delivering a friendly, professional, and knowledgeable service.
• Resolve customer queries within agreed SLAs and KPIs.
• Keep merchants informed withtimelyupdates throughout the resolution process.
• Build strong relationships by deliveringan excellentcustomer experience.

Cross-Functional Collaboration

• Work closely with Technology, Sales, Onboarding, Finance, and other internal teams to resolve merchant issues.
• Liaise with acquiring banks, payment gateways, and third-party partners whererequired.
• Escalate complex issues appropriately whilemaintainingownership until resolution.

Operational Excellence

• Identifyand elevate operational risks or compliance concerns.
• Ensure all work is completed accurately and in line with company policies and regulatory requirements.
• Help improve internal processes byidentifyingopportunities to enhance efficiency and the overall merchant experience.

Your profile

What We're Looking For

We'relooking for someone who enjoys helping customers, solving problems, and working as part of a collaborative team.

You'llideally have:

• Previousexperience ina customerservice, customer support, or merchant support role.
• Excellent written and verbal communication skills.
• Strong problem-solving and organisational skills.
• The ability to manage multiple priorities in a fast-paced environment.
• Good Microsoft Office skills.
• A positive, proactive attitude with a desire to learn.

Desirable Experience

It would be great if you also have:

• Experience within fintech, payments, banking, or financial services.
• Knowledge of payment gateways or merchantacquiring.
• Experience using Zendesk or similar customer support platforms.
• Experience working within a regulated environment.

Why us?

Why Join Nomupay?

• Competitive salary
• Hybrid working
• 25 daysannual leave plus bank holidays
• Birthday day off
• Pension contribution
• Wellbeing Portal, including 24/7 GP access and mental health support
• Modern Manchester office
• Career development opportunities within a fast-growing global fintech
• The chance to play a key role in delivering an exceptional merchant experience

Ifyou'repassionate about customer service, enjoy solving problems, and want to build a career in payments,we'dlove to hear from you.