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Checkout.com is a global fintech platform powering over 10 billion transactions yearly for companies like eBay, Spotify, Klarna, Uber, and Sony. The Merchant Care Analyst I is a foundational support role responsible for delivering efficient and timely responses to merchant inquiries across multiple channels (instant messaging, email, web forms) and internal stakeholder requests.
You will acknowledge and administer tickets through the ticketing system, investigate and respond to merchant inquiries with technical accuracy, and perform initial investigations before escalating complex cases to senior analysts with full context. The role involves resolving tickets using the established knowledge base, identifying documentation gaps, and maintaining up-to-date SOPs. You'll maintain a solid understanding of Checkout.com's products, services, and policies to provide accurate merchant information, comply with quality assurance frameworks, and categorize issues in the global queue to identify repetitive problems.
Additionally, you will report procedural problems and participate in feedback loops with Product and Engineering teams, actively participate in training for new products, and provide feedback on process gaps. The role requires managing a live workload against SLA countdowns in a fast-paced environment while maintaining high service standards and collaborating effectively across teams.
Checkout.com operates with 20 offices across six continents, headquartered in London, and offers a hybrid working model with three days per week in the office to support collaboration and connection.
REQUIREMENTS:
- 2+ years of experience in technical support or operations roles, ideally within Fintech, Banking, or Financial Services
- Degree in Computer Science, Technology, Engineering, Data, or related field (equivalent professional experience in other disciplines considered)
- Comprehensive understanding of end-to-end payment flow
- Strong problem-solving skills with methodical troubleshooting approach
- Proficiency in one or more of: API troubleshooting with Postman, log and event analysis with Datadog, data querying with Looker/Snowflake/SQL, secure environment access tooling such as Guacamole
- Comfortable following SOPs and troubleshooting guides accurately
- Excellent written and verbal communication with ability to translate complex technical issues into simple business terms
- Ability to manage live workload against SLA countdowns while maintaining high service standards
- Proficiency in customer service software (e.g., Zendesk, Salesforce) and CRM tools
- Proven ability to work independently and collaborate effectively across teams
- Genuine appetite for learning new concepts and technologies quickly with growth mindset
