Merchant Care Analyst, Checkout.com
Mandarin Speaking
3+ days a week in office
To enable businesses and their communities to thrive in the digital economy.
Posted today
To enable businesses and their communities to thrive in the digital economy.
1001+ employees
Posted today
3+ days a week in office
1001+ employees
Company mission
To enable businesses and their communities to thrive in the digital economy.
Role
Who you are
- The role requires excellent communication skills, a strong understanding of payments, and the ability to solve problems efficiently
- Fluent in Mandarin and English
- 2+ years of experience in support or operations roles, preferably within a payments environment
- Strong problem-solving skills with the ability to diagnose technical issues and provide effective solutions
- Excellent communication and interpersonal skills, with a customer-first mindset
- Ability to handle multiple priorities in a fast-paced environment while maintaining high service standards
- Familiarity with payment processing systems, fintech platforms, or related technologies (preferred but not essential)
- 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
What the job involves
- The Merchant Care Analyst will be responsible for providing exceptional service to merchants by addressing inquiries, resolving issues, and ensuring a smooth experience with our products and services.
- The Merchant Care Analyst will use various tools and resources to troubleshoot issues, guide merchants through solutions, and escalate cases when necessary, all while maintaining a high level of customer satisfaction
- Provide exceptional customer experience by handling inquiries and issues from merchants via various channels (email, phone, chat)
- Troubleshoot and resolve merchant payment issues, technical challenges, and account-related concerns with a focus on timely and accurate resolutions
- Collaborate with internal teams, including operations, product, and engineering, to address merchant concerns and drive issues to resolution
- Educate merchants on platform features, payment processes, and best practices to optimise their experience
- Assist in maintaining and improving merchant care support, contributing to the continuous enhancement of service delivery
Salary benchmarks
Our take
The payments industry has exploded in the last decade as eCommerce continues to grow as the use of cash falls. Checkout.com are building the go-to platform for all things related to payments, such as accepting transactions, processing them and detecting fraud. They've secured a steady stream of funding from top investors like Tiger Global Management, and are the strategic payments partner for some of the best known fast-moving brands globally such as Patreon, Dashlane, Udacity, Wise, Sony Electronics, and Klarna.
They focus on large merchants and try to make their product as customisable as possible, so that companies integrate Checkout.com as an infrastructure partner in their product. This increases the stickiness of the product and creates many opportunities for them to generate revenue.
Checkout.com have high quality proprietary technology (their platform has been designed from the outset so they can easily deliver incremental services as they expand their offering) and claim to offer the most comprehensive cross-border payment solution for digital commerce.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
37% female employees
-9% employee growth in 12 months
Company
Employee endorsements
People of all backgrounds are welcomed
"DEIB is where Checkout.com takes it to the next level. This company is excellent at building a sense of belonging and celebrating people from all..."
Funding (last 2 of 4 rounds)
Jan 2022
$1bn
SERIES D
Jan 2021
$450m
SERIES C
Total funding: $1.8bn
Company benefits
- Additional day off on your birthday
- Learning scheme: 2 x Learning Days per year, financial support for external courses
- Internal employee communities and social clubs
- Employee-led community outreach, payroll giving and 2 x volunteering days
- Private comprehensive health insurance via BUPA (Medical history disregarded)
- 24 days holiday (plus bank holidays)
- Great Place to Work accredited in the UK and USA
- We proudly provide stock options to our high performing employees under our equity program
- Global Employee Assistance Programme (EAP)
- Family Forming financial support in partnership with Carrot
- Leadership Development Training
- Pension scheme provided via Aegon (We match contributions up to certain amount!)
- Group Income Protection via AIG
- Private Dental Insurance provided via BUPA
- GymPass subscription
- Season Ticket Loan
- Cycle to Work Scheme (Up to £5,000)
Company values
- Aspire
- Excel
- Unite
Company HQ
London, UK
Articles
Leadership
Guillaume Pousaz
(CEO)Previously founded NetMerchant, which sold European currencies to US merchants. Background in mathematical engineering.
People progressing
First joined as a Software Engineer, was promoted to Senior Software Engineer after 1.5 years and was then promoted to Engineering Lead 6 months later. Ignas is now a Senior Engineering Manager.
Betty joined in late 2019 as a Product Analyst. After just 8 months Betty was promoted to a Product Manager, before becoming a Senior Product Manager just 10 months later.
Diversity, Equity & Inclusion at Checkout.com
- Our IT Infrastructure Engineer, Sheryl Lingachetti, spoke to Zoë Schulz from myGwork - LGBTQ+ professionals & allies about trans rights in Mauritius, allyship and the support she has found in her workplace community 🏳️⚧️👇 https://www.attitude.co.uk/life/business/it-engineer-sheryl-on-coming-out-at-work-support-improves-productivity-for-everyone-442696/
- CTRL-ALT-CONNECT is Tech's latest community 🔥 We've partnered with our friends at Wise to create an inclusive community for people in tech to connect over conversation, networking and drinks. Last week we hosted our first panel discussion in our London office, which centred on the topic of Growth. https://www.linkedin.com/posts/checkout_tech-community-activity-7071841326060720129-qDOt?utm_source=share&utm_medium=member_desktop
- Our Pride Community provides a safe and welcoming space for our LGBTQIA+ colleagues and allies to connect, learn, and advocate for change. https://www.linkedin.com/posts/checkout_lifeatcheckout-activity-7074738991102611457-u7v5?utm_source=share&utm_medium=member_desktop
- Our Pride Community spoke with Adel Naamneh, VP of Solutions Engineering to learn about their experiences of being a member of LGBTQIA+ community and the importance of having corporate responsibility on hiring a diverse work force: https://www.youtube.com/watch?v=k0e9WUmNdVk&t=561s
- Read an interview hosted by The Black Young Professionals Network with the leaders of our Black Community: https://byp-network.com/news/314821
- Read more about the 'FinTech for all' charter, of which we were a founding signatory. The charter aims to create a speak up culture across FinTech, eliminating harassment and bullying: https://fintech.inchorus.org/
- Read this inspiring interview hosted by SheCanCode and one of our female QA Engineers: https://shecancode.io/blog/victoria-santiago-qa-engineer
- Our Principal Product Manager Yasmin, also sat down with SheCanCode on two inspiring articles: https://shecancode.io/blog/meet-yasmin-christie-checkout-principal-product-manager-an-inspirational-tech-career-journey and https://shecancode.io/blog/14-pieces-of-practical-product-management-guidance-from-checkout-part-2
- Plus, our Senior Engineering Manager Marina tells her story with SheCanCode: https://www.shecancode.io/blog/how-to-get-the-best-from-your-team-and-your-own-career-from-one-of-checkouts-engineering-leads
- And finally, our Graduates share some insights too: https://www.shecancode.io/blog/grad-programme-insider-tips-from-checkout
- Find out more information at our Diversity and Inclusion webpage: https://www.checkout.com/diversity-and-inclusion
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