Merchant Support Specialist

Team: MERCHANT SUPPORT

Location: Warsaw, Cracow

Salary: 8 000 - 12 000 PLN gross UoP or 9 300 - 14 000 PLN net B2B

About Volt

Volt is revolutionising how people pay online, globally. Our technology frees consumers from cards by letting them ‘Pay by Bank’. It’s effortless. It’s lightning fast. It’s the future. For businesses everywhere, it’s transformative.

We’re already trusted by leading brands around the world, but the real-time revolution is only just beginning. Having raised $83.5m, we’re accelerating our mission of delivering real-time payments, everywhere. And that’s where you come in.

We need world-class talent to create a world where consumers pay, and businesses get paid, instantly. With headquarters in London and offices in Kraków and Warsaw – and an all-star team already in place – we’re sure you’ll fit right in.

About the role

As a Merchant Support Specialist, you will be responsible for supporting our customers on a daily basis, resolving their inquiries and educating them about our product, providing the best solutions for their needs. You will establish and maintain close relationships, being the first point of contact for Volt's customers. You will also cooperate with various internal teams, both technical and commercial, conveying customers' feedback on the product and actively participating in the product development process.

What the role involves

• Acting as a first line of support for our customers from all over Europe, responding promptly to inquiries via a ticketing tool,
• Maintaining a professional and positive attitude toward customers at all times,
• Being a Volt product expert to answer customers’ questions,
• Managing escalations and ensuring that our customers are provided with the best service,
• Handling customer complaints,
• Keeping records of customer interactions, transactions and complaints,
• Proactively identifying improvement opportunities for our customers,
• Handling communication with banking and business partners
• Working with other teams (Tech Support, Account Management) to achieve professional customer experience.

Requirements

About you

• You have 1-3 years of experience in a customer-facing role, especially in a B2B setting,
• You possess experience working with customer service ticketing systems,
• You possess excellent communication skills in written and spoken English (minimum C1) and Polish,
• You are able to perform basic data analysis tasks,
• You have lots of empathy and professional attitude with a problem-solving mindset,
• You have excellent organisational and self-management skills with the attention to detail,
• You are driven by proactivity, you take initiative and have curiosity to learn more about the industry, product, and customers.

Nice to have:

• Knowledge of financial/payment area gained in your previous roles.
• Additional language would be a huge plus (preferably German)

What happens next?

• Selected candidates will be invited for an initial interview with our People & Culture representative. The video meeting will take about 45 minutes.
• Next, you will meet with our Merchant Support Lead and Technical Support Lead. This conversation will take around 1 hour and will give us a chance to get to know your problem-solving skills and collaboration style.
• Then it’s time to meet with our Head of Merchant Operations! The meeting will last approximately 45 minutes.
• As a final stage, you will meet with one of our C-level executives for a Final Interview :) You can expect this meeting to last around 30 minutes.
• If successful, you will be given a job offer proposal.

Please note that we are a regulated company operating in the financial services sector, therefore, we conduct background checks for all team members as the last part of our hiring process.

Benefits

What you can expect from us

• We champion ‘extreme ownership’ – being not just the owner of your own tasks, but a key member of a team united by, and accountable for, common goals.
• During the week we mostly work remotely but for those who prefer to be in the office, we arranged coworking spaces in Warsaw (Business Link Astoria) and Cracow (Loftmill).
• Every Thursday our team members meet and enjoy working together at the Puro Hotels in Cracow, Warsaw, and Gdansk. There is always an opportunity to eat lunch together, and every now and then we stay after work for board games or just to hang out a bit longer.
• Want to brush up on your English speaking skills? We offer subsidised language classes to all team members in Poland!
• We care about Voltologists’ health, so you will be provided with a Multisport card and medical insurance by Luxmed.
• We offer paid holidays (pssst...we will give you one day off extra for your birthday).
• In addition, once every two months on Friday we close down all comms at Volt - a digital detox. The whole business is officially ordered to take the day off!
• If you want to work in a company with a great, start-up atmosphere, you don’t have to look further :)

At Volt, diversity and inclusion are integral to our culture.

We believe in hiring for cultural add, embracing difference and fostering a safe space where everyone can bring their authentic selves. Our mission is to transform the payments industry and this is only possible through the power of our diverse and talented team.

Join us in making real-time payments accessible for all.

We are happy to consider any reasonable adjustments that candidates may need during the recruitment process and you will be asked whether you require any during your application. If there are additional options you’d like to request, please contact your Talent Acquisition Specialist.