Merchant Support Specialist

Polar

Merchant Support Specialist helping Polar merchants use billing, payments, subscriptions, and Merchant of Record services. Troubleshooting issues, resolving tickets, and improving support operations with Product and Engineering.

Posted 8/4/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities with a focus on troubleshooting, problem-solving, and effective communication. Experienced in managing support tickets and collaborating with cross-functional teams to enhance operational processes.

Highest-signal resume keywords

Customer Support ExperienceTroubleshooting SkillsSaaS ExperienceSupport Platforms ProficiencyWritten Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingProblem-SolvingPaymentsSubscriptionsMerchant Of Record Familiarity

Soft Skills

Customer-First MindsetAttention To DetailCollaboration

Tools & Technologies

ZendeskIntercomPlain

Industry Keywords

FintechCustomer SuccessMerchant Support

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

2+ years of experience in customer support, merchant support, or customer success
Experience preferably in SaaS, fintech, or payments
Excellent written communication skills with a customer-first mindset
Strong troubleshooting and problem-solving abilities
Experience with support platforms such as Plain, Zendesk, Intercom, or similar
Ability to prioritize multiple conversations while maintaining attention to detail
Comfortable collaborating with Product and Engineering teams
Familiarity with payments, subscriptions, or Merchant of Record platforms is a plus

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Polar Website LinkedIn All Job Openings 1 - 10 employees Founded 2022 💳 Fintech ☁️ SaaS 🔌 API Fintech
SaaS
API Polar is a developer-first payments and billing platform that helps software companies monetize digital products and SaaS with minimal code. It provides APIs and SDKs (Next. js, TypeScript, ingestion libraries) for subscriptions, usage-based and ingestion-based billing (including LLM/token consumption), secure checkouts, customer portals, webhook handling, and global merchant-of-record services that handle taxes and compliance. Polar emphasizes open-source, easy integration, and tooling for billing, customer management, and analytics. Merchant Support Specialist 🔥 0 minutes ago 🇺🇸 United States – Remote ⏰ Full Time 🟢 Junior 🟡 Mid-level 💝 Customer Support 🚫👨‍🎓 No degree required 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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 🎯 Requirements
2+ years of experience in customer support, merchant support, or customer success
Experience preferably in SaaS, fintech, or payments
Excellent written communication skills with a customer-first mindset
Strong troubleshooting and problem-solving abilities
Experience with support platforms such as Plain, Zendesk, Intercom, or similar
Ability to prioritize multiple conversations while maintaining attention to detail
Comfortable collaborating with Product and Engineering teams
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