Merchant Support Specialist

🕒 August 4

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Polar

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2022

💳 Fintech

☁️ SaaS

🔌 API

Fintech • SaaS • API

Polar is a developer-first payments and billing platform that helps software companies monetize digital products and SaaS with minimal code. It provides APIs and SDKs (Next. js, TypeScript, ingestion libraries) for subscriptions, usage-based and ingestion-based billing (including LLM/token consumption), secure checkouts, customer portals, webhook handling, and global merchant-of-record services that handle taxes and compliance. Polar emphasizes open-source, easy integration, and tooling for billing, customer management, and analytics.

📋 Description

• Troubleshoot issues and answer merchant and customer questions • Respond to inquiries across email, chat, and Slack • Troubleshoot payments, payouts, subscriptions, checkout, and merchant-dashboard issues • Investigate bugs, reproduce issues, and collaborate with Product and Engineering on resolutions • Help merchants navigate onboarding and use Polar as their Merchant of Record • Identify recurring support trends and improve the Help Center, documentation, and internal processes • Escalate complex payment, technical, and account issues while keeping merchants informed • Provide thoughtful, accurate, and timely customer support • Contribute to operational improvements that scale support quality • Manage support tickets independently and own issues through resolution • Coordinate cross-functional resolutions and recommend operational improvements

🎯 Requirements

• 2+ years of experience in customer support, merchant support, or customer success • Experience preferably in SaaS, fintech, or payments • Excellent written communication skills with a customer-first mindset • Strong troubleshooting and problem-solving abilities • Experience with support platforms such as Plain, Zendesk, Intercom, or similar • Ability to prioritize multiple conversations while maintaining attention to detail • Comfortable collaborating with Product and Engineering teams • Familiarity with payments, subscriptions, or Merchant of Record platforms is a plus