Merchant Support Specialist — Fintech & Global Payments

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

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.