[All remote jobs](https://jobicy.com/jobs.md)[![Polar logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/38ec7d73-221.webp)](https://jobicy.com/company/polar.md)[Polar](https://jobicy.com/company/polar.md) # Merchant Support Specialist Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/polar.md)ShareRemote from[Europe](https://jobicy.com/job-region/europe.md)SalaryUndisclosedDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceOpen levelPublished31 Oct 2026Apply before30 Nov 2026Listing views36Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Polar is seeking a Merchant Support Specialist to provide end-to-end support for merchants and customers using its payments, billing, subscription, and Merchant of Record platform. The role investigates technical and operational issues across email, chat, and Slack, while helping merchants onboard and understand financial workflows. This specialist will collaborate closely with Product and Engineering to reproduce bugs, identify root causes, and translate feedback into product improvements. The position also emphasizes recognizing recurring friction and building scalable support processes, documentation, tooling, and automation. Candidates need at least two years of support, merchant support, or customer success experience, ideally in SaaS, fintech, or payments. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role requires troubleshooting interconnected payment and subscription workflows where accuracy and sound escalation judgment are important. It also demands independent prioritization in a fast-moving team and effective collaboration with technical stakeholders. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$60,000US market range (per year)$50k–$75k0$82.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer compensation was disclosed. Estimated annual US-market compensation for a merchant support specialist with SaaS, fintech, and payment-troubleshooting responsibilities is approximately $50,000–$75,000 USD, with an estimated midpoint of $60,000 USD. ## Core skills Skills and capabilities most closely associated with this opportunity. [Merchant support](https://jobicy.com/jobs?search_keywords=Merchant%20support.md)[Customer support](https://jobicy.com/jobs?search_keywords=Customer%20support.md)[Technical troubleshooting](https://jobicy.com/jobs?search_keywords=Technical%20troubleshooting.md)[Payment operations](https://jobicy.com/jobs?search_keywords=Payment%20operations.md)[Subscription billing](https://jobicy.com/jobs?search_keywords=Subscription%20billing.md)[Payout management](https://jobicy.com/jobs?search_keywords=Payout%20management.md)[Customer onboarding](https://jobicy.com/jobs?search_keywords=Customer%20onboarding.md)[Written communication](https://jobicy.com/jobs?search_keywords=Written%20communication.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[Intercom](https://jobicy.com/jobs?search_keywords=Intercom.md)[Bug reproduction](https://jobicy.com/jobs?search_keywords=Bug%20reproduction.md)[Product collaboration](https://jobicy.com/jobs?search_keywords=Product%20collaboration.md)[Process improvement](https://jobicy.com/jobs?search_keywords=Process%20improvement.md)[Support documentation](https://jobicy.com/jobs?search_keywords=Support%20documentation.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md) Sample interview questionsHow would you investigate a merchant report that a customer payment succeeded but the merchant does not see the expected payout?I would first confirm the relevant payment, payout, and account identifiers and review their statuses, timestamps, currency, and settlement conditions. I would then check for payout schedules, holds, failed transfers, refunds, disputes, or configuration issues, communicate the findings clearly, and escalate with reproducible evidence if engineering review is needed. Describe how you prioritize multiple urgent support conversations at the same time. I assess merchant impact, financial and operational risk, the number of affected users, time sensitivity, and whether a workaround exists. I acknowledge each request promptly, focus first on incidents affecting payments or many merchants, document ownership and next steps, and keep stakeholders updated until resolution. How do you turn repeated support tickets into an operational improvement? I categorize and quantify the recurring issue, review representative conversations to identify the underlying friction, and validate the pattern with relevant teams. Depending on the cause, I would propose a Help Center update, product change, automation, internal playbook, or proactive merchant communication, then track whether ticket volume decreases. How would you explain a complex payment or subscription issue to a non-technical merchant? I would use plain language, state what happened and what it means for the merchant, avoid unnecessary internal terminology, and give clear next actions. I would also confirm their understanding and provide relevant documentation or timelines so they know what to expect. What information would you provide to Product and Engineering when escalating a suspected bug? I would include a concise problem statement, affected merchant and transaction identifiers where appropriate, timestamps, environment details, expected versus actual behavior, steps to reproduce, screenshots or logs, severity, and customer impact. This creates an actionable report while protecting sensitive information and reducing back-and-forth. Opportunity details ## About this role. ### 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. Show more [Apply now >](https://jobicy.com/jobs/158149-merchant-support-specialist.md) > Annual salary information is not provided for this position. 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