Merchant Support Specialist

MERCHANT OPERATIONS AT POLAR Merchant Operations at Polar is about delivering an exceptional merchant experience while building the processes, tooling and automation that allow us to scale. As we rethink how software companies monetize their products, we help merchants navigate the complexities of global payments, billing and financial workflows. Polar sits in the critical path of our merchants' businesses, where reliability, responsiveness and sound judgment matter deeply. We're looking for people who enjoy solving complex problems, understanding how products work and collaborating closely with Product and Engineering to turn merchant insights into meaningful improvements. We're a small, fast-moving team where there's plenty of room to take ownership, challenge how things are done and make a meaningful impact. We value people who look beyond individual problems, spot opportunities to improve how we work and help build the systems and experiences that make Polar better as we scale. More about Polar and how we work. https://polar.sh/company ROLE & RESPONSIBILITIES: WHAT YOU WILL DO As a Merchant Support Specialist, you'll be on the front lines helping merchants and customers succeed with Polar. You'll troubleshoot issues, answer questions, and work closely with Product and Engineering to improve the merchant experience. As a small and fast-moving team, we’re looking for someone who wants to do more than resolve individual support requests. You’ll be close to the product and the people using it, identifying friction, spotting opportunities for improvement, and helping build the processes, tooling, and automation that allow Merchant Operations to scale alongside Polar. YOU’LL WORK WITH THE TEAM TO - Own merchant and customer inquiries end-to-end across email, chat, and Slack, ensuring issues are understood, prioritized and driven to resolution. - Investigate and troubleshoot issues across payments, payouts, subscriptions, checkout and the merchant dashboard, building a deep understanding of how Polar works. - Help merchants successfully onboard, navigate the platform, and understand the operational and financial workflows involved in using Polar as their Merchant of Record. - Partner closely with Product and Engineering to reproduce bugs, uncover root causes, and turn merchant feedback into meaningful product improvements. - Identify recurring support trends, proactively identifying recurring friction and opportunities to improve the Help Center, documentation, product, and internal processes. - Exercise sound judgment in prioritizing and escalating complex technical, payment, and account issues, balancing urgency, merchant impact, and operational risk. - Maintain a high bar for customer experience by providing thoughtful, accurate, and timely support. - Contribute to operational improvements that help us scale support without sacrificing quality. WHAT WE’RE LOOKING FOR We're looking for someone who is naturally curious, resourceful, and enjoys getting to the bottom of complex problems. You're comfortable working across multiple tools, can explain complex topics clearly, and care about delivering an excellent customer experience while balancing efficiency with attention to detail. SKILLS & EXPERIENCE - 2+ years of experience in customer support, merchant support, or customer success, preferably in SaaS, fintech, or payments. - Excellent written communication skills with a customer-first mindset. - Strong troubleshooting and problem-solving abilities. - Experience working with support platforms such as Plain, Zendesk, Intercom, or similar. - Ability to independently prioritize and manage multiple conversations while maintaining attention to detail. - Comfortable collaborating with Product and Engineering teams to resolve customer issues. - Familiarity with payments, subscriptions, or Merchant of Record platforms is a plus.