Analyst, Merchant Care Level 1 Customer Support and Operations Ebene

Checkout Ltd; Ebene; Hybrid; EUR 26,000 - 42,000; Full time

Job summary

Checkout.com is seeking a customer-focused support professional to handle merchant inquiries across email, phone, and chat, resolving payment and account issues promptly.

You will collaborate with operations, product, and engineering teams to improve service delivery, while educating merchants on platform features and best practices. The role supports a hybrid working model with rotating shifts.

Qualifications

• 2+ years of experience in support or operations roles, preferably within a payments environment.
• Strong problem-solving skills with the ability to diagnose technical issues and provide effective solutions.
• Proficient in APIs, SQL, and log analysis tools such as Datadog.
• Excellent communication and interpersonal skills, with a customer-first mindset.
• Ability to handle multiple priorities in a fast-paced environment while maintaining high service standards.

Responsibilities

• Provide exceptional customer experience by handling inquiries and issues from merchants via various channels (email, phone, chat).
• Troubleshoot and resolve merchant payment issues, technical challenges, and account-related concerns with timely and accurate resolutions.
• Collaborate with internal teams, including operations, product, and engineering, to address merchant concerns and drive issues to resolution.
• Educate merchants on platform features, payment processes, and best practices to optimise their experience.
• Assist in maintaining and improving merchant care support, contributing to the continuous enhancement of service delivery.

Skills

Customer support

Problem solving

APIs

SQL

Datadog

Zendesk

Salesforce

Communication

Prioritization

Tools

Datadog

Zendesk

Salesforce

Job description

Company Description

We’re Checkout.com. You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day.

We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers.

Whether you want to book a holiday, order food, renew a subscription, or check out online, there’s a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale.

If you want to do career-defining work, you’ve come to the right place. We move fast, think globally, and believe great teams are built by hiring exceptional people with conviction, curiosity, and the desire to make an impact.

With 20 offices across six continents and London as our HQ, we’re shaping the future of fintech – and we’re just getting started.

What you will be doing:

• Provide exceptional customer experience by handling inquiries and issues from merchants via various channels (email, phone, chat)

• Troubleshoot and resolve merchant payment issues, technical challenges, and account-related concerns with a focus on timely and accurate resolutions.

• Collaborate with internal teams, including operations, product, and engineering, to address merchant concerns and drive issues to resolution..

• Educate merchants on platform features, payment processes, and best practices to optimise their experience.

• Assist in maintaining and improving merchant care support, contributing to the continuous enhancement of service delivery.

Shift Requirements & Schedule

As part of a seamless 24/7 Team, you will rotate through dedicated coverage windows-ranging from Early mornings to Night shifts, keeping our continuous operations running smoothly around the clock.

About You:

• 2+ years of experience in support or operations roles, preferably within a payments environment.

• Strong problem-solving skills with the ability to diagnose technical issues and provide effective solutions.

• Proficient in one or more of the following: Configuration management, APIs, SQL, and log analysis tools such as Datadog.

• Excellent communication and interpersonal skills, with a customer-first mindset.

• Ability to handle multiple priorities in a fast-paced environment while maintaining high service standards.

• Familiarity with payment processing systems, fintech platforms, or related technologies (preferred but not essential).

• Proficiency in using customer service software (e.g., Zendesk, Salesforce) and CRM tools.

• Proven ability to work independently as well as collaborate effectively across teams.

Additional Information

Bring all of you to work

We create the conditions for high performers to thrive, through real ownership, fewer blockers, and work that makes a difference from day one.

Here, you’ll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It’s a place where ambition gets met with opportunity, and where your growth is in your hands.

We work as one team, and we back each other to succeed. So whatever your background or identity, if you’re ready to grow and make a difference, you’ll be right at home here.

It’s important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable.

Life at Checkout.com

We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.

Curious about what it’s like to be part of our team? Visit our Careers Page to learn more about our culture, open roles, and what drives us.

For a closer look at daily life at Checkout.com, follow us on LinkedIn and Instagram.