Merchant Care Analyst

Company Description

We’re . You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day.

We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers.

Whether you want to book a holiday, order food, renew a subscription, or check out online, there’s a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale.

If you want to do career-defining work, you’ve come to the right place. We move fast, think globally, and believe great teams are built by hiring exceptional people with conviction, curiosity, and the desire to make an impact.

With 20 offices across six continents and London as our HQ, we’re shaping the future of fintech – and we’re just getting started.

The Merchant Care Analyst I is the foundational tier within our Merchant Care organisation, responsible for delivering efficient and timely responses to merchant inquiries. You will support tickets raised by merchants through any channel, instant messaging, email or web form, as well as requests from internal stakeholders, ensuring queries are addressed promptly and accurately within a specific product scope. The role combines resolving documented issues independently using our established knowledge base with recognising cases of higher complexity and escalating them with clear context to an Analyst II or Senior Analyst. Success in this role means strong communication, a solid understanding of payments, and a genuine sense of urgency in everything you pick up.

What you will be doing:

● Acknowledge and administer tickets assigned via the ticketing system, remaining logged in and active during working hours.

● Investigate and respond to merchant inquiries, as well as requests from internal stakeholders who engage Merchant Care for technical assistance.

● Perform initial investigations and refer complex concerns to Analyst II, Senior Analysts, or Level 3 teams as appropriate, providing full context for a speedy resolution.

● Resolve tickets using the existing knowledge base, identify documentation gaps, request new SOPs, and keep documentation up to date.

● Maintain a solid understanding of our products, services, and policies to provide accurate information to merchants.

● Comply with the quality assurance framework to minimise errors and deliver consistent care.

● Categorise issues in the global queue and identify repetitive problems, escalating likely root causes to the wider team.

● Report procedural problems and participate in feedback loops with our Product and Engineering teams.

● Participate actively in training for new products and provide feedback on process gaps to project groups.

About You:

● 2+ years of experience in technical support or operations roles, ideally within Fintech, Banking or Financial Services.

● A degree in Computer Science, Technology, Engineering, Data or a related field, though equivalent professional experience in other disciplines will be considered.

● A comprehensive understanding of the end-to-end payment flow

● Strong problem-solving skills, breaking a merchant-reported symptom into checkable components and working through them methodically rather than by trial and error.

● Proficient in one or more of the following: API troubleshooting with Postman, log and event analysis with Datadog, data querying with Looker, Snowflake or SQL, and secure environment access tooling such as Guacamole.

● Comfortable following SOPs and troubleshooting guides accurately, and knowing which tool applies to which category of task.

● Excellent written and verbal communication, with the ability to interpret complex technical issues in simple business terms for merchants and non-technical stakeholders.

● Able to manage a live workload against SLA countdowns in a fast-paced environment while maintaining high service standards.

● Proficiency in using customer service software (e.g. Zendesk, Salesforce) and CRM tools.

● Proven ability to work independently as well as collaborate effectively across teams, seeking guidance proactively to ensure positive outcomes for merchants.

● A genuine appetite for learning new concepts and technologies quickly, approaching all work with urgency, enthusiasm and a growth mindset.

Additional Information

Bring all of you to work

We create the conditions for high performers to thrive, through real ownership, fewer blockers, and work that makes a difference from day one.

Here, you’ll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It’s a place where ambition gets met with opportunity, and where your growth is in your hands.

We work as one team, and we back each other to succeed. So whatever your background or identity, if you’re ready to grow and make a difference, you’ll be right at home here.

It’s important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable.

Life at

We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.

Curious about what it’s like to be part of our team? Visit our Careers Page to learn more about our culture, open roles, and what drives us.

For a closer look at daily life at , follow us on LinkedIn and Instagram