Title Specialist I, Merchant Support Reports To Team Leader / Manager, Merchant Support (or equivalent) Job Purpose This role is responsible for delivering exceptional service to our merchants, partners, and resellers. You will respond to inbound enquiries regarding daily deposits, month-end statements, Payroc products, deposit status updates, and related account matters. You will provide practical solutions, close knowledge gaps, and proactively identify opportunities for merchants to maximise their revenue. You understand that our merchants’ success is directly connected to our own. As this is an entry-level role, you will have time during quieter periods for further learning, development, and coaching. You will be encouraged to ask questions and seek support through chat, calls, and your wider team. Collaboration is central to how we work, and you will help and support colleagues to provide a consistent and high-quality service experience. Duties and Responsibilities Merchant Support Analyse payment-related issues, assist with disputes, and provide sustainable solutions. Collaborate with internal teams such as Technical Support, Fraud and Risk, Business Development, Settlement, and Product for escalations or complex queries. Gain and maintain strong working knowledge of all systems and tools used by the Merchant Support team. Assist with unusual or complex situations relating to merchant processing, equipment, or service concerns. Deliver consistently high-quality customer service to merchants, agents, operational teams, and partners, supporting complex or sensitive queries, including card security concerns. Identify recurring issues or trends, contribute to process improvements, and share insights with Merchant Support Leads and the Manager. Use Microsoft tools and CRM systems to a high standard, accurately recording notes and interactions. Qualifications and Skills Beginner to Intermediate Functional Skills – Understands the role before training begins and is building strong competence with guidance and support. Customer Service – Professionally manages challenging or emotional situations, responds promptly, and consistently delivers helpful support. Proactive Mindset – Able to identify process or product gaps that may affect the merchant experience or lead to churn. Product Knowledge – Develops an excellent understanding of Payroc’s products and services to identify and meet merchant needs. Interpersonal Skills – Works effectively with leadership and colleagues to share insights, identify trends, and address bottlenecks. Ability to Multitask – Provides quality service while ensuring each merchant feels valued. Time Management – Prioritises effectively and uses time efficiently based on the urgency and importance of each issue. Working Hours 6.30 PM - 3 AM (GMT) This role includes working one Saturday in every four Work Style Remote Job Classification Salaried Equality At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals’ qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics. Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at HR@payroc.com Compensation and Benefits Our compensation reflects the cost of labor across several UK geographic markets. Actual compensation may vary based on a number of factors, including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation – such as bonuses, incentives, or equity – may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well-being, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs. Candidate Privacy Notice We are committed to protecting the privacy and security of personal information provided to us during the recruitment and hiring process. Our Candidate Privacy Notice explains how we collect, use, store, and protect your personal data when you apply for a role with us. This notice applies to all job applicants and candidates, including those located in the European Economic Area (EEA), the United Kingdom, Canada, and other applicable jurisdictions. You can find our Candidate Privacy Notice on our Careers Page under FAQs. Note to Agencies Payroc does not accept resume submissions from agencies outside of existing agreements. Please do not send unsolicited resumes to Payroc HR or to Payroc employees. Payroc is not responsible for any fees associated with unsolicited resume submissions.