Merchant Success Engineer

Polar; San Francisco (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Polar is seeking a Merchant Support Specialist to be on the front lines helping merchants succeed. You’ll troubleshoot, answer questions, and collaborate with Product and Engineering to improve the merchant experience.

As part of a small team, you’ll shape processes, improve tooling, and help define how Merchant Operations scales while maintaining a strong customer experience across channels.

Qualifications

• 2+ years in customer support, merchant support, or customer success, preferably SaaS/fintech/payments.
• Excellent written communication with a customer-first mindset.
• Strong troubleshooting and problem-solving abilities.
• Experience with support platforms such as Zendesk, Intercom, Plain, or similar.
• Ability to manage multiple conversations with attention to detail.
• Comfort collaborating with Product and Engineering to resolve issues.
• Familiarity with payments, subscriptions, or Merchant of Record platforms is a plus.

Responsibilities

• Respond to merchant and customer inquiries across email, chat, and Slack.
• Troubleshoot payments, payouts, subscriptions, checkout, and merchant dashboard issues.
• Investigate bugs and drive resolutions with Product and Engineering.
• Assist merchants with onboarding and using Polar as Merchant of Record.
• Identify recurring support trends and contribute to Help Center and documentation improvements.
• Escalate complex issues to appropriate teams while keeping merchants informed.
• Maintain high standards of customer experience and timely support.
• Contribute to operational improvements to scale support quality.

Skills

Customer support

Communication

Troubleshooting

Support platforms

Cross-functional collaboration

Payments knowledge

Tools

Zendesk

Intercom

Plain

Slack

Job description

Polar is seeking a Merchant Support Specialist to be on the front lines helping merchants succeed. You’ll troubleshoot, answer questions, and collaborate with Product and Engineering to improve the merchant experience.

As part of a small team, you’ll shape processes, improve tooling, and help define how Merchant Operations scales while maintaining a strong customer experience across channels.