Merchant Support Specialist (FTC)

Volt; Kraków; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Remote-friendly culture

Coworking spaces

Team meetups

Job summary

Volt is seeking a Merchant Support Specialist to be the first point of contact for customers across Europe. You will resolve inquiries, educate users about our product, and collaborate with technical and commercial teams to improve the service.

The role requires 2+ years in customer-facing work, strong English and Polish, experience with ticketing systems, and the ability to analyze data and manage escalations.

Qualifications

• 2+ years in a customer-facing role.
• Experience with ticketing systems.
• English (C1) and Polish.
• Knowledge of financial/payment area.
• Ability to perform basic data analysis.
• Empathy and problem-solving mindset.
• Excellent organizational and self-management skills.

Responsibilities

• Respond promptly to inquiries and communicate with customers via ticketing tool.
• Maintain a professional and positive attitude toward customers.
• Serve as a Volt product expert to answer questions.
• Manage escalations and ensure top service levels.
• Handle customer complaints.
• Keep records of interactions, transactions and issues.
• Identify improvement opportunities for customers.
• Collaborate with other teams to deliver a great customer experience.

Skills

Customer service

Communication

Data analysis

Empathy

Organization

Proactivity

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.

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 :) You can expect this meeting to last around 30 minutes.
• If successful, you will be given a job offer proposal.

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.

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 wemostly work remotelybut 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 aMultisportcard and medical insurance bySaltus.
• We offer paid holidays (pssst...we will give youone day off extra for your birthday).
• In addition, once every two months on Friday we close down all comms at Volt - a digital detoxThe whole business is officially ordered to take the day off!

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.