Merchant Support Officer (POS)

payabl. empowers businesses to grow through payments innovation and banking services. Our ambition is to expand our strong portfolio of global financial services we provide to businesses and make them all available in one place on our platform we call payabl.one. As a licensed financial company with principal membership with card schemes, we specialize in global payments and providing businesses with multi-currency accounts.

Our POS business is growing fast, and our merchants choose payabl. as much for the after-sales service as for the terminal itself. As our first Merchant Support Officer in the POS team, you will be the back-office engine behind our Client Relationship Managers, owning the day-to-day merchant requests so they can spend more time with clients in the field.

You will be the person a merchant's question lands with when they ask "where is my settlement?", need their last three months of reports for the tax authorities, or have to renew an expired document. You will chase answers across Settlements, Risk, AML and Technology, close the loop with the merchant quickly, and keep our records and knowledge base in order.

This is a new role with real room to shape it: as the POS operation scales, it is the foundation for a future merchant onboarding and support function.

• →Act as the first point of contact for day-to-day requests from our POS merchants, received by email and passed on by the Client Relationship Managers, and own each request through to resolution.
• →Investigate settlement and payout questions (for example a delayed first settlement or a payout below the minimum threshold) with the Settlements team, and keep the merchant informed until it is resolved.
• →Set up and manage dashboard users and permissions, and guide merchants in using the payabl. One platform, its reporting tools, analytics and features.
• →Prepare and send reports on merchant request, such as transaction or settlement reports for accounting and tax purposes.
• →Support merchants with KYC and KYB requirements, including periodic reviews, expired IDs and outstanding documents (such as utility bills), ensuring we stay compliant with regulatory requirements.
• →Work closely with Risk Management, AML, Settlements and Technology to escalate and resolve issues and requests efficiently, following up until they are closed.
• →Use your technical skills and in-depth product knowledge to help existing merchants fully understand our platform and services.
• →Document common merchant questions and their solutions to build internal knowledge resources for the team.
• →Maintain and update internal systems and digital folders so merchant records are always accurate and current.
• →Act as backup for the Client Relationship Managers on administrative tasks, so merchant service continues smoothly during absences.
  

What we need:

Hard skills

• →1+ years in customer service, customer support or back-office operations, ideally in payments, fintech, banking or another regulated environment.
• →Familiarity with KYC/KYB processes, or a strong willingness to learn compliance requirements quickly.
• →Confident with digital tools: online dashboards, CRM or ticketing systems, and MS Office or Google Workspace (Excel/Sheets for reports).
• →Understanding of POS, card payments or settlements is a plus, but not required.