Merchant Support Specialist

ClarityPay; India; On-site; INR 500,000 - 700,000; Full time

Benefits offered by this job

Bilingual support opportunity

Chargeback/dispute experience

Peer mentoring in escalation handling

Job summary

ClarityPay is seeking a Merchant Support Specialist in Bangalore to own complex and escalated disputes across merchant and customer channels. You’ll investigate disputed transactions, balance merchant interests with customer experience, and drive fair, compliant outcomes.

This high‑trust role requires calm judgment, empathy, and the ability to turn disputes into insights that reduce friction for all parties. 2–3 years in payments or support preferred.

Qualifications

• Experience: 2–3 years in merchant or customer support, payments, dispute or chargeback handling, or financial‑services operations.
• Industry Background: Payments, BNPL, fintech, banking, or BPO/financial‑services environments preferred.
• Dispute Expertise: Strong understanding of the dispute management lifecycle; familiarity with chargeback and transaction‑dispute processes is a strong plus.
• Regulatory Awareness: Working familiarity with consumer‑finance and payments regulations, and a track record of operating within compliance guidelines.
• Communication: Excellent written and verbal communication, with the ability to balance merchant and customer perspectives and de‑escalate with empathy.
• Tools: Proficiency with Microsoft Office and comfort working across CRM/case management, ticketing, and contact‑center platforms.
• Working Style: Strong time management, attention to detail, and the autonomy to own cases end‑to‑end.
• Education: High school diploma or GED; bachelor’s degree in business, finance, or related field preferred.

Responsibilities

• Dispute Resolution & Case Investigation: Serve as the primary point of contact for escalated merchant and customer disputes and transaction‑related concerns.
• Investigate and analyze disputed transactions by gathering evidence from merchants, reviewing customer claims, and examining account and transaction history.
• Reach fair, well‑documented resolutions within defined service levels, applying policy and regulatory requirements.
• Handle the most complex, sensitive, or high‑value cases escalated from Level 1 support with independent judgment.
• Merchant & Customer Liaison: Act as the trusted liaison between merchants, customers, and internal stakeholders.
• Educate merchants and customers on dispute processes, timelines, and outcomes.
• Negotiate balanced outcomes that protect the customer experience while respecting merchant interests.
• Escalation Handling & Cross‑Functional Coordination: Triage and route cases by severity; partner with Servicing, Risk, and Compliance.
• Mentor Level 1 agents on difficult cases and decisioning.
• Coordinate with internal teams to close the loop on cases requiring policy, system, or account corrections.
• Quality, Compliance & Documentation: Maintain accurate, detailed case records and ensure actions comply with policy and regulations.
• Insights & Continuous Improvement: Monitor dispute trends and surface reporting and insights; contribute to playbooks and knowledge resources.

Skills

Customer support

Dispute management

Communication

Attention to detail

Time management

Empathy

Education

High school diploma or GED

Bachelor's degree in business/finance or related field preferred

Tools

CRM platforms

Microsoft Office

Ticketing systems

Case management systems

Job description

About ClarityPay

We give businesses and their customers peace of mind by solving complex credit challenges with precision, speed, and intelligence, combining deep expertise with advanced technology, to simplify the experience and deliver better outcomes, every time.

We’re a fast‑growing fintech empowering enterprise merchants with smarter, more adaptive pay‑over‑time solutions. From point‑of‑sale financing to “Buy Now, Pay Later” programs and loyalty‑integrated offers, we’re building configurable credit tools that help businesses serve more of their customers.

We value teamwork, clarity of purpose, and rigorous attention to data to drive action. We balance speed and excellence to deliver an exceptional customer experience.

Role Overview

We’re looking for an experienced Merchant Support Specialist to own complex and escalated disputes across ClarityPay’s merchant and customer channels. Operating as a Level 2/Level 3 resolution specialist, you’ll be the senior point of contact for transaction‑related concerns that frontline support can’t resolve on first touch – investigating disputed transactions, balancing merchant interests with customer experience, and driving each case to a fair, compliant, and timely outcome.

This is a high‑trust role at the intersection of Servicing, Risk, Compliance, and our merchant partners. You’ll bring sound judgment, a calm and empathetic manner under pressure, and the ability to turn individual disputes into insights that reduce friction for everyone.

Key Responsibilities

Dispute Resolution & Case Investigation

• Serve as the primary point of contact for escalated merchant and customer disputes and transaction‑related concerns.
• Investigate and analyze disputed transactions by gathering evidence from merchants, reviewing customer claims, and examining account and transaction history.
• Reach fair, well‑documented resolutions within defined service levels, applying ClarityPay policy and applicable regulatory requirements.
• Handle the most complex, sensitive, or high‑value cases escalated from Level 1 support, exercising independent judgment within established guidelines.

Merchant & Customer Liaison

• Act as the trusted liaison between merchants, customers, and internal stakeholders, keeping all parties informed throughout the dispute lifecycle.
• Educate merchants and end customers on dispute processes, timelines, and outcomes.
• Negotiate balanced outcomes that protect the customer experience while respecting merchant interests.

Escalation Handling & Cross‑Functional Coordination

• Triage and route cases by severity and complexity; partner with Servicing, Risk, and Compliance on escalated or multi‑party disputes.
• Act as an escalation point and informal mentor for Level 1 agents, sharing guidance on difficult cases and decisioning.
• Coordinate with internal teams to close the loop on cases requiring policy, system, or account corrections.

Quality, Compliance & Documentation

• Maintain accurate, detailed case records – metadata, findings, actions taken, and communications – in the case management system.
• Ensure every action complies with ClarityPay policy and applicable federal and state regulations.

Insights & Continuous Improvement

• Monitor dispute trends and surface reporting and insights that help merchants and internal teams reduce future disputes.
• Identify recurring root causes and recommend processes, policy, or communication improvements.
• Contribute to playbooks, SOPs, and knowledge resources that raise the quality and consistency of dispute handling.

What We’re Looking For

• Experience: 2–3 years in merchant or customer support, payments, dispute or chargeback handling, or financial‑services operations.
• Industry Background: Payments, BNPL, fintech, banking, or BPO/financial‑services environments preferred.
• Dispute Expertise: Strong understanding of the dispute management lifecycle; familiarity with chargeback and transaction‑dispute processes is a strong plus.
• Regulatory Awareness: Working familiarity with consumer‑finance and payments regulations, and a track record of operating within compliance guidelines.
• Communication: Excellent written and verbal communication, with the ability to balance merchant and customer perspectives and de‑escalate with empathy.
• Tools: Proficiency with Microsoft Office and comfort working across CRM/case management, ticketing, and contact‑center platforms.
• Working Style: Strong time management, attention to detail, and the autonomy to own cases end‑to‑end.
• Education: High school diploma or G.E.D. required; bachelor’s degree in business, finance, or a related field preferred.
• Work Location: Based in our Bangalore, India office, supporting U.S. East Coast business hours.

Bonus Points

• Bilingual – we provide live support seven days a week in English and Spanish.
• Hands‑on experience with chargeback or disputes.
• Prior Level 2/Level 3, escalations, or peer‑mentoring experience in a support organization.

ClarityPay is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, age, disability, veteran, marital status, or any other legally protected status.