Merchant Support Officer

Your Mission 

At NomuPay, we're building the future of global payments. As a fast-growing fintech, we help businesses accept and manage payments seamlessly across international markets.

We're looking for a Merchant Support Officer to join our UK Operations team. You'll be the first point of contact for our merchants, providing outstanding support while working closely with internal teams and external partners to resolve queries quickly and professionally.

This is an excellent opportunity for someone looking to build a career in fintech, payments, or customer operations.

What You'll Be Doing

Merchant Support

• Respond to merchant enquiries via phone and email, delivering a friendly, professional, and knowledgeable service.
• Resolve customer queries within agreed SLAs and KPIs.
• Keep merchants informed with timely updates throughout the resolution process.
• Build strong relationships by delivering an excellent customer experience.

Cross-Functional Collaboration

• Work closely with Technology, Sales, Onboarding, Finance, and other internal teams to resolve merchant issues.
• Liaise with acquiring banks, payment gateways, and third-party partners where required.
• Escalate complex issues appropriately while maintaining ownership until resolution.

Operational Excellence

• Identify and escalate operational risks or compliance concerns.
• Ensure all work is completed accurately and in line with company policies and regulatory requirements.
• Help improve internal processes by identifying opportunities to enhance efficiency and the overall merchant experience.

What We're Looking For

We're looking for someone who enjoys helping customers, solving problems, and working as part of a collaborative team.

You'll ideally have:

• Previous experience in a customer service, customer support, or merchant support role.
• Excellent written and verbal communication skills.
• Strong problem-solving and organisational skills.
• The ability to manage multiple priorities in a fast-paced environment.
• Good Microsoft Office skills.
• A positive, proactive attitude with a desire to learn.

Desirable Experience 

It would be great if you also have:

• Experience within fintech, payments, banking, or financial services.
• Knowledge of payment gateways or merchant acquiring.
• Experience using Zendesk or similar customer support platforms.
• Experience working within a regulated environment.

Why Join Nomupay?

• Competitive salary
• Hybrid working
• 25 days annual leave plus bank holidays
• Birthday day off
• Pension contribution
• Wellbeing Portal, including 24/7 GP access and mental health support
• Modern Manchester office
• Career development opportunities within a fast-growing global fintech
• The chance to play a key role in delivering an exceptional merchant experience

If you're passionate about customer service, enjoy solving problems, and want to build a career in payments, we'd love to hear from you.