Merchant Support Specialist (FTC)

Volt.io; Warszawa; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Multisport card

Medical insurance (Saltus)

Birthday day off

Digital detox day off every two months

Office coworking in Warsaw/Cracow

Job summary

Volt.io is seeking a Merchant Support Specialist in a hybrid setup (Warsaw/Cracow) to be the first point of contact for European customers. You will resolve inquiries, educate users about the product, and work with internal teams to relay feedback and contribute to product development.

You should have 2+ years in customer-facing roles, experience with ticketing systems, strong English and Polish, and a proactive, analytical mindset.

Qualifications

• You have at least 2 years in a customer-facing role.
• You have experience with customer service ticketing systems.
• You communicate fluently in English (C1) and Polish.
• You know the financial/payments area from previous roles.
• You can perform basic data analysis tasks.
• You show empathy and a professional problem-solving mindset.
• You have strong organizational and self-management skills with attention to detail.
• You are proactive and curious to learn about the industry, product, and customers.

Responsibilities

• Respond to inquiries and communicate with customers across Europe via a ticketing tool.
• Maintain a professional and positive attitude toward customers at all times.
• Become a Volt product expert to answer customer questions.
• Manage escalations and ensure top-quality service for customers.
• Handle customer complaints and keep thorough records of interactions.
• Identify opportunities to improve the customer experience.
• Collaborate with other teams to deliver a professional customer journey.

Skills

Customer facing

Ticketing systems

English C1

Polish language

Data analysis

Empathy

Organizational skills

Proactivity

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.