Executive, Merchant Support

2C2P; Taguig; On-site; PHP 300,000 - 540,000; Full time

Job summary

2C2P is seeking a Merchant/Partner onboarding and BD support specialist to assist in onboarding procedures and coordinate with cross-functional teams. You will help gather partner documentation and support onboarding activities.

You will also assist in pre-sales, post-sales, and operational support, coordinate stakeholders, monitor tickets, and help maintain FAQs and knowledge resources for merchants and partners.

Responsibilities

• Merchant/Partner Onboarding & Implementation: assist onboarding procedures and coordinate with cross-teams.
• BD Support: assist in pre-sales, implementation, and post-sales; review API docs for issues.
• Merchant/Partner Support: coordinate stakeholders through email, phone, meetings; handle transaction issues.
• Ticket Management & Escalation: monitor tickets and escalate when needed until resolved.
• Documentation & Knowledge Management: maintain FAQs and user guides.
• Reporting & Data Analysis: assist in regular and ad-hoc payment reports.
• Process Improvement: identify issues and share insights to improve processes.

Job description

1. Merchant/Partner Onboarding & Implementation Assist the team with merchant/partner onboarding procedures as needed, particularly when additional support is required. Coordinate with other Merchant/Partner teams, as well as internal Business and Technical teams, to support onboarding activities. Assist the team in collecting and completing required partner documentation from BD, particularly when additional support is required.
2. Business Development (BD) Support Support BD activities during pre-sales, implementation, and post-sales stages. Assist in reviewing technical documents (e.g., API documentation) and flag potential issues or inconsistencies. (Preferred, but not required) Assist in coordinating and monitoring operational tickets as needed. Assist with internal training and knowledge-sharing sessions as needed.
3. Merchant/Partner Support Coordinate internal and external stakeholders through email, phone, meetings, or other applicable communication channels. Handles the checking or coordinate internal and external stakeholders related to:
   • Transaction tracking
   • Fraud and chargeback transactions
   • Transaction errors
   • Operational issues
   • Scheduled and unscheduled system changes
   • System outages
4. Ticket Management & Escalation Monitor open trouble tickets and follow up on pending issues. Escalate tickets to the appropriate teams when necessary. Ensure proper coordination and follow-through until issues are resolved.
5. Documentation & Knowledge Management Maintain and update FAQs and user guides for merchants and partners.
6. Reporting & Data Analysis Assist in preparing regular support-related reports for Management. Assist in preparing ad-hoc statistical reports and analysis on payment transactions as required.
7. Process Improvement Identify recurring merchant/partner issues and potential process gaps. Recognize trends and provide insights to improve support processes. Share relevant findings and reports with the team.