Polar

Customer Support

• Troubleshoot issues and answer merchant and customer questions
• Respond to inquiries across email, chat, and Slack
• Troubleshoot payments, payouts, subscriptions, checkout, and merchant-dashboard issues
• Investigate bugs, reproduce issues, and collaborate with Product and Engineering on resolutions
• Help merchants navigate onboarding and use Polar as their Merchant of Record
• Identify recurring support trends and improve the Help Center, documentation, and internal processes
• Escalate complex payment, technical, and account issues while keeping merchants informed
• Provide thoughtful, accurate, and timely customer support
• Contribute to operational improvements that scale support quality
• Manage support tickets independently and own issues through resolution
• Coordinate cross-functional resolutions and recommend operational improvements

Merchant Support Specialist

Compliance

• Review new merchant applications and assess eligibility to sell on the Polar platform
• Conduct ongoing account reviews to identify changes in merchant activity or risk profile
• Evaluate merchants for compliance with Polar's Acceptable Use Policy and other platform requirements
• Investigate fraud, payment risk signals, disputes, chargebacks, and other suspicious activity
• Manage merchant offboarding, payout holds, and other risk-mitigation actions
• Partner with payment providers and internal teams to resolve compliance and account-related issues
• Document review decisions and maintain clear, consistent internal processes
• Identify opportunities to improve risk workflows, tooling, and operational efficiency
• Monitor emerging abuse trends and escalate complex or high-risk cases to leadership
• Learn Polar's products, merchant onboarding flow, and Merchant of Record model
• Independently own merchant reviews from initial assessment through final decision
• Handle complex risk and compliance cases and recommend operational improvements
• Partner with Product, Support, and Operations to improve workflows and the merchant experience

Merchant Support Specialist

Risk & Compliance Specialist