Product Support, Checkout.com
Analyst
3+ days a week in office
Payment services to power performance
Posted today
Payment services to power performance
1001+ employees
Posted today
3+ days a week in office
1001+ employees
Company mission
To help businesses thrive in the digital economy.
Role
Who you are
- This role demands strong communication skills, a deep understanding of payments, and a problem-solving mindset
- 2+ years in a technical role, ideally within a payments or fintech environment
- Proficient in APIs and tools like Postman, JSON, YAML, REST, as well as log analysis platforms (e.g., Datadog, Splunk, Influx). Familiarity with coding languages such as HTML, CSS, JavaScript, Git, PHP, Python, Ruby, or Java is highly valued
- Strong analytical skills to diagnose technical issues and deliver effective solutions
- Excellent interpersonal skills with a customer-first approach. Ability to communicate complex ideas clearly and work effectively in teams or independently
- Key competencies include critical thinking, attention to detail, multitasking, and maintaining high service standards in fast-paced environments
- Experience with CRM/ITSM tools like Zendesk, Salesforce, Jira, or FreshService
- Familiarity with payment processing systems or related technologies (preferred but not essential)
What the job involves
- Our Product Support team plays a key role in delivering exceptional support to merchants by addressing inquiries, resolving issues, and ensuring seamless use of our products and services
- Using a variety of tools and resources, you will troubleshoot complex issues, guide merchants to effective solutions, and escalate cases as needed, all while maintaining a focus on providing an outstanding merchant experience
- Serve as a subject matter expert across multiple product areas, such as financial experiences, integrations, and payment gateways, providing expertise to internal teams and merchants
- Troubleshoot and resolve merchant payment issues, technical challenges, and account-related concerns with a focus on timely and accurate resolutions
- Act as an escalation point for Level 1 Merchant Care teams and Technical Account Managers, resolving complex merchant inquiries and issues through various channels (email, phone, chat)
- Partner with Product and Engineering teams to address and resolve technical issues, identify opportunities for product improvement, and increase team knowledge
- Collaborate with Operational Excellence teams to document insights, ensure knowledge sharing, and promote best practices among peers.
- Contribute to the continuous improvement of merchant care operations, improving service delivery and customer satisfaction
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 is building the go-to platform for all things related to payments, such as accepting transactions, processing them and detecting fraud. Its secured a steady stream of funding from top investors like Tiger Global Management, and is the strategic payments partner for some of the best known fast-moving brands globally such as Patreon, Dashlane, Udacity, Wise, Sony Electronics, and Klarna.
It focuses on large merchants and try to make its 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 the company to generate revenue.
Checkout.com has high quality proprietary technology (its platform has been designed from the outset so it can easily deliver incremental services as it expands its offering) and claim to offer the most comprehensive cross-border payment solution for digital commerce.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
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 values
- Aspire
- Excel
- Unite
Company HQ
London, UK
Articles
Leadership
Guillaume Pousaz
(Founder & 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.
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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