Merchant Support Specialist (FTC)

Volt.io; Kraków; Hybrid; PLN 100,000 - 145,000; Full time

Benefits offered by this job

Multisport card

Medical insurance by Saltus

Extra day off for birthday

Paid holidays

Office coworking spaces in Warsaw and

Digital detox Fridays every two months

Job summary

Volt.io seeks a Merchant Support Specialist to be the first point of contact for customers, resolving inquiries and educating them about the product. You will build close relationships across Europe, coordinate with technical and commercial teams, and actively contribute to product development.

Responsibilities include timely ticket responses, maintaining professional conduct, becoming a Volt product expert, handling escalations, and documenting interactions for continuous improvement.

Qualifications

• Minimum 2 years in a customer-facing role.
• Experience with customer service ticketing systems.
• Excellent written and spoken English (C1) and Polish.
• Ability to perform basic data analysis.
• Empathy, problem-solving and proactive attitude.

Responsibilities

• Provide daily support to customers via ticketing tool.
• Act as Volt product expert and answer questions.
• Handle escalations and customer complaints.
• Maintain records of interactions and feedback.
• Collaborate with internal teams to improve customer experience.

Skills

Customer service

English communication (C1)

Polish language

Ticketing systems

Data analysis

Empathy

Organizational skills

Proactive mindset

Tools

Ticketing system

Job description

Team: Merchant Operations

Location: Warsaw, Cracow (hybrid model)

Type of contract: Fixed-term contract for 12+ months, with the possibility of extension.

About The Role

As a Merchant Support Specialist, you will be responsible for supporting our customers on a daily basis, resolving their inquiries and educating them about our product, providing the best solutions for their needs. You will establish and maintain close relationships, being the first point of contact for Volt's customers. You will also cooperate with various internal teams, both technical and commercial, conveying customers' feedback on the product and actively participating in the product development process.

What The Role Involves

• Responding promptly to inquiries and communicating with customers from all over Europe via a ticketing tool
• Maintaining a professional and positive attitude toward customers at all times
• Being a Volt product expert to answer customers' questions
• Managing escalations and ensuring that our customers are provided with the best service
• Handling customer complaints
• Keeping records of customer interactions, transactions and complaints
• Proactively identifying improvement opportunities for our customers
• Working with other teams to achieve a professional customer experience

Requirements

About you

• You have at least 2 years of experience in a customer-facing role
• You possess experience working with customer service ticketing systems
• You possess excellent communication skills in written and spoken English (minimum C1) and Polish
• You possess knowledge of financial/payment area gained in your previous roles
• You are able to perform basic data analysis tasks
• You have lots of empathy and professional attitude with a problem-solving mindset
• You have excellent organisational and self-management skills with the attention to detail
• You are driven by proactivity, you take initiative and have curiosity to learn more about the industry, product, and customers

What happens next?

• Selected candidates will be invited for an initial interview with our People & Culture representative. The video meeting will take about 30-45 minutes
• Next, you will meet with our Merchant Support Lead and Head of Merchant Operations. This conversation will take around 1 hour and will give us a chance to get to know your problem-solving skills and collaboration style
• As a final stage, you will meet our CEO for a Final Interview.
• If successful, you will be given a job offer proposal

Benefits

What you can expect from us

• We champion ‘extreme ownership' - being not just the owner of your own tasks, but a key member of a team united by, and accountable for, common goals
• During the week we mostly work remotely but for those who prefer to be in the office we arranged coworking spaces in Warsaw and Cracow (Loftmill)
• Every month, we have a dedicated day to meet and enjoy working together at the Puro Hotels in Cracow, Warsaw, and Gdansk. There is always an opportunity to eat lunch together and grab some drinks after hours
• We care about Voltologists' health, so you will be provided with a Multisport card and medical insurance by Saltus
• We offer paid holidays (pssst...we will give you one day off extra for your birthday)
• In addition, once every two months on Friday we close down all comms at Volt - a digital detox. The whole business is officially ordered to take the day off!

Please note that we are a regulated company operating in the financial services sector, therefore, we conduct background checks for all team members as the last part of our hiring process.

At Volt, diversity and inclusion are integral to our culture.

We believe in hiring for cultural add, embracing difference and fostering a safe space where everyone can bring their authentic selves.

Our mission is to transform the payments industry and this is only possible through the power of our diverse and talented team.

Join us in making real-time payments accessible for all.