Merchant Support Specialist

About Polar and the Role

Polar is revolutionizing software monetization for modern startups, offering a billing platform that combines billing with analytics to provide real-time insights into customer and feature unit economics. Serving startups with efficient, iterative pricing tools along with compliance, tax management, and fraud prevention, Polar is crafting the infrastructure to power next-generation software companies.

We are seeking a Merchant Support Specialist to provide frontline assistance to our merchants and customers. This person will handle inquiries, resolve issues related to payments and subscriptions, and collaborate with Product and Engineering teams to enhance the merchant experience. In this role, you will also have the opportunity to influence operational processes and tooling in a close-knit, high-velocity team.

Key Responsibilities

• Respond promptly to merchant and customer questions via email, chat, and Slack channels.
• Diagnose and resolve difficulties related to payments, payouts, subscriptions, checkout flow, and the merchant dashboard.
• Investigate and reproduce reported bugs, coordinating with product and engineering teams to implement fixes.
• Guide merchants through onboarding and provide assistance on using Polar as their Merchant of Record.
• Detect patterns in support issues and help enhance help center content, documentation, and internal procedures.
• Escalate complex technical, payment, or account problems suitably, maintaining communication with merchants during the process.
• Uphold excellent customer experience standards by delivering thoughtful, precise, and timely support.
• Contribute to scaling support operations while maintaining high quality.

Required Qualifications and Skills

• Over two years of experience in customer support, merchant support, or customer success within SaaS, fintech, or payment sectors.
• Strong written communication skills paired with a customer-centric approach.
• Excellent analytical and problem-solving capabilities.
• Familiarity with support tools such as Plain, Zendesk, Intercom, or equivalent.
• Ability to handle multiple support conversations effectively without loss of detail.
• Experience working collaboratively with product and engineering teams to address customer concerns.
• Knowledge of payment systems, subscription management, or Merchant of Record platforms is advantageous.

90-Day Plan

First 30 Days - Learning: Get to know Polar's products, onboarding procedures, and support workflows while shadowing live support interactions.

First 60 Days - Implementing: Take independent responsibility for handling support requests, troubleshooting, bug investigation, and begin contributing to process documentation.

First 90 Days - Contributing: Manage complete resolution of merchant issues, coordinate cross-team efforts, identify recurring challenges, and drive operational improvements in partnership with product and engineering.