Merchant Support & Onboarding Specialist

Polar; Pacific (MO); On-site; USD 55,000 - 75,000; Full time

Job summary

Polar is seeking a Merchant Support Specialist to help merchants succeed with payments, payouts, subscriptions, and the merchant dashboard. You will troubleshoot issues, answer questions, and work closely with Product and Engineering to improve the merchant experience.

As part of a small, customer-focused team, you will shape processes, contribute to tooling, and help scale merchant operations while maintaining a high standard of service and accuracy.

Qualifications

• 2+ years of experience in customer support, merchant support, or customer success in SaaS/payments.
• Excellent written communication with a customer-first mindset.
• Strong troubleshooting and problem-solving abilities.
• Experience with support platforms such as Plain, Zendesk or Intercom.
• Ability to juggle multiple conversations with attention to detail.

Responsibilities

• Respond to merchant and customer inquiries across email, chat, and Slack.
• Troubleshoot payments, payouts, subscriptions, checkout, and dashboard issues.
• Investigate bugs and work with Product/Engineering to drive resolutions.
• Guide onboarding and answer questions about Polar as Merchant of Record.
• Identify trends and contribute to Help Center, docs, and processes.
• Escalate complex issues while keeping merchants informed.
• Maintain high customer experience with accurate, timely support.
• Contribute to scalable support processes without sacrificing quality.

Skills

Payments issues

Payouts

Subscriptions

Customer support

FAQ navigation

Cross-functional

Communication

Tools

Plain

Zendesk

Intercom

Job description

Polar is seeking a Merchant Support Specialist to help merchants succeed with payments, payouts, subscriptions, and the merchant dashboard. You will troubleshoot issues, answer questions, and work closely with Product and Engineering to improve the merchant experience.

As part of a small, customer-focused team, you will shape processes, contribute to tooling, and help scale merchant operations while maintaining a high standard of service and accuracy.