Merchant Support Specialist
Customer successRemote — Europe, CET/GMT+2
Published on 2026-10-27
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About this role
Support merchants and customers using Polar, troubleshooting issues across payments, payouts, subscriptions, checkout, and the merchant dashboard. Work with Product and Engineering to resolve problems, share merchant feedback, and improve support processes and the overall product experience.
About the company
Polar helps open-source maintainers monetize their work through sponsorships and paid products. It connects developers with funding and commercial distribution.
The team
Merchant Operations
What you'll do
- Manage merchant and customer inquiries end-to-end across email, chat, and Slack.
- Troubleshoot payment, payout, subscription, checkout, and dashboard issues.
- Help merchants onboard and understand platform and financial workflows.
- Collaborate with Product and Engineering to reproduce bugs and identify root causes.
- Identify recurring support issues and improve documentation, product workflows, and internal processes.
- Prioritize and escalate complex technical, payment, and account issues.
What we're looking for
- 2+ years of experience in customer support, merchant support, or customer success.
- Excellent written communication and a customer-first mindset.
- Strong troubleshooting and problem-solving skills.
- Experience with support platforms such as Plain, Zendesk, or Intercom.
- Ability to prioritize multiple conversations independently and maintain attention to detail.
- Comfortable collaborating with Product and Engineering.
Nice to have
- Experience in SaaS, fintech, or payments.
- Familiarity with payments, subscriptions, or Merchant of Record platforms.