Merchant Support Associate

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

Job summary

Happy Pay in Observatory, Cape Town, is seeking a highly organised Merchant Support Associate to join the Merchant Success team on a six-month fixed-term contract. You will own merchant queries in HubSpot, perform admin tasks for Merchant Account Managers, and act as the link between merchant and consumer support.

You'll manage invoices for BNPL and Happy Ads, assist with onboarding, and help expand our offline presence as we move into in-store retail.

Qualifications

• Matric is essential.
• A relevant tertiary qualification or ongoing studies is beneficial.
• Experience in customer support, admin, operations, fintech, e-commerce, or retail is beneficial but not required; attitude and organisation matter most.
• Excellent written and verbal communication skills are essential.

Responsibilities

• Own merchant queries in HubSpot and ensure tickets are tracked and resolved.
• Take day-to-day admin off the Merchant Account Managers, including record-keeping and data capture.
• Act as the link between merchant and consumer support teams to coordinate cross-functional issues.
• Manage merchant invoices and queries for BNPL and Happy Ads to ensure accuracy.
• Support onboarding admin and keep merchant listings in the Store Directory up to date.
• Assist with reporting and streamline manual processes within the merchant function.
• Support expansion into in-store retail and CRM system improvements.

Skills

Excellent communication

Highly organised

Attention to detail

Team coordination

Customer support experience

Education

Matric

Tertiary qualification beneficial

Tools

HubSpot

Ticketing system

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.


• 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.


• 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.