Specialist I, Merchant Support

TitleSpecialist I, Merchant Support

Reports To

Team Leader / Manager, Merchant Support 

About Payroc

Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. From powerful POS systems to seamless online and mobile payment solutions, we equip merchants with the tools they need to succeed in today’s fast-moving commerce landscape.At Payroc, our culture is built on people who lead with grit, take ownership, and are not afraid to be a boss when it comes to driving results. We believe the best solutions start when we listen first to our customers, our partners, and each other so we can deliver payment experiences that truly make a difference. 

Position Overview

The Specialist I, Merchant Support role delivers high-quality support to merchants, partners, and resellers. You will respond to inbound enquiries related to daily deposits, statements, Payroc products, deposit status updates, and other account matters.You will provide practical solutions, help resolve payment-related issues, and ensure merchants receive timely and effective support. Collaboration is key in this role, and you will work closely with internal teams to maintain a consistent and positive merchant experience.As an entry-level position, the role also offers opportunities for learning, coaching, and professional development within the Merchant Support team. 

Duties and Responsibilities

Merchant Support

• Analyse payment-related issues and assist with disputes, providing effective solutions.
• Collaborate with internal teams such as Technical Support, Fraud and Risk, Business Development, Settlement, and Product on escalations or complex queries.
• Develop strong working knowledge of Payroc systems, tools, and products.
• Support merchants with processing, equipment, and service-related enquiries.
• Deliver consistent, high-quality customer service across merchants, agents, and partners.
• Identify recurring issues or trends and contribute to process improvements.
• Maintain accurate records of interactions using Microsoft tools and CRM systems. 

Qualifications and Skills

• Customer Service Skills – Handles enquiries professionally and supports merchants in resolving issues.
• Proactive Mindset – Identifies opportunities to improve the merchant experience.
• Product Knowledge – Develops a strong understanding of Payroc products and services.
• Interpersonal Skills – Collaborates effectively with colleagues and leadership.
• Multitasking Ability – Manages multiple enquiries while maintaining service quality.
• Time Management – Prioritises tasks based on urgency and impact. 

Working Conditions

• Hours: 13:45 – 22:25 (GMT)
• Desk-based work requiring regular computer use.

Travel Component

• Fully remote role.

Job Classification

• Salaried 

Equality

Payroc is committed to equal employment opportunity and providing a workplace free from discrimination and harassment. Employment decisions are based on business needs, job requirements, and individual qualifications without regard to protected characteristics.Reasonable accommodations for individuals with disabilities are available. To request accommodation, contact [email protected].

Compensation and Benefits

Compensation reflects labour market conditions across UK geographic markets and may vary based on location, experience, and skills. Depending on the role, additional compensation such as bonuses or incentives may apply.Payroc offers a comprehensive benefits package designed to support employees’ health, financial well-being, and professional development.

Candidate Privacy Notice

We are committed to protecting personal information provided during the recruitment process. Our Candidate Privacy Notice explains how we collect, use, store, and protect your data. It applies to candidates in the UK, EEA, Canada, and other applicable jurisdictions. The notice can be found on our Careers Page under FAQs.

Note to Agencies

Payroc does not accept unsolicited resumes from agencies outside existing agreements. Payroc is not responsible for any fees related to unsolicited submissions.