Merchant Support Associate

Happy Pay; Cape Town; On-site; ZAR 156,000 - 223,000; Full time

Benefits offered by this job

Office in Observatory

Growth opportunities

Fintech environment

Collaborative team culture

Job summary

Happy Pay is growing its merchant success function and seeks a Merchant Support Associate to join our Observatory, Cape Town team. You will own merchant queries, maintain accurate records, and serve as the bridge between merchant and consumer support teams.

The role is office-based, full-time on a six-month fixed-term contract with potential extension based on performance. Salary ranges from R14,000 to R20,000 per month depending on experience.

Qualifications

• Strong organizational skills and attention to detail.
• Excellent written and verbal communication.
• Calm, customer-first mindset with ability to handle high volume queries.
• Experience with HubSpot or similar CRM is a plus.
• Matric essential; relevant tertiary studies beneficial.
• Experience in customer support, admin, operations, fintech, e-commerce, or retail is beneficial but not required.

Responsibilities

• Own merchant queries in HubSpot — ensure tickets are actioned, tracked, and resolved quickly and professionally.
• Take day-to-day admin off our Merchant Account Managers, including merchant record-keeping, data capture, and routine merchant correspondence.
• Act as the link between the merchant support team and the consumer support team, coordinating issues across both functions.
• Manage merchant invoices and handle invoice queries across BNPL and Happy Ads products, ensuring accurate billing and prompt resolution.
• Support merchant onboarding admin and keep merchant listings and Store Directory details accurate and up to date.
• Assist with merchant reporting and help streamline manual processes within the merchant function.

Skills

Highly organized

Excellent communication

Customer-first mindset

HubSpot CRM

Multitasking

Education

Matric

Tertiary qualification

Tools

HubSpot

Job description

Happy Pay is an ad-subsidised payments network that gives South Africans access to zero-cost credit at checkout. Our model is powered by a blend of merchant fees and a performance advertising platform that connects high-intent shoppers with relevant brands.

We exist to save consumers millions in interest and fees, while helping merchants boost conversion, increase average order value, and drive repeat sales. As we grow — and expand from online checkout into physical retail through the Happy Card — our merchant base is scaling fast, and we need someone to keep the engine running smoothly behind the scenes.

We're looking for a highly organised Merchant Support Associate to join our Merchant Success team. This is a support-focused role created to take the administrative load off our Merchant Account Managers so they can focus on relationship management and merchant growth. You'll be the person who keeps merchant admin running like clockwork — owning merchant queries, keeping our systems accurate, and acting as the vital link between our merchant team and our consumer support team.

This is a full-time, office-based role at our Observatory office in Cape Town (Monday to Friday), on a six-month fixed-term contract with potential to extend based on performance. Salary: R14,000 - R20,000 per month cost to company, depending on experience.

What you'll do:

• Own merchant queries in HubSpot — making sure tickets are actioned, tracked, and resolved quickly and professionally
• Take day-to-day admin off our Merchant Account Managers, including merchant record-keeping, data capture, and routine merchant correspondence
• Act as the link between the merchant support team and the consumer support team, making sure issues that cross both functions are coordinated and resolved
• Manage merchant invoices and handle invoice queries across both our BNPL and advertising (Happy Ads) products, ensuring merchants are billed correctly and queries are resolved promptly
• Support merchant onboarding admin and keep merchant listings and details in the Store Directory accurate and up to date
• Assist with merchant reporting and help streamline and operationalise manual processes within the merchant function
• Support the team as Happy Pay expands into in-store retail — helping with new processes, procedures, and our merchant CRM system

Requirements

• Highly organised, with strong attention to detail and a talent for keeping things on track
• Excellent written and verbal communication skills
• A calm, customer-first mindset — comfortable handling a high volume of queries without losing quality
• Confident using digital tools; experience with HubSpot or a similar CRM/ticketing system is a strong plus
• Able to juggle multiple tasks and priorities at once and follow through to resolution
• Matric essential. A relevant tertiary qualification (or studying towards one) is beneficial
• Experience in customer support, admin, operations, fintech, e-commerce, or retail is beneficial but not required — attitude and organisation matter most

Benefits

• A full-time, office-based role in a vibrant, collaborative environment in Observatory, Cape Town
• Be part of one of South Africa's fastest growing fintech companies
• Work on innovative payment solutions that are transforming consumer credit
• A collaborative, mission-driven team culture
• Room to grow as our merchant organisation scales