Merchant Support Specialist

Polar • San Francisco, CA

14h

About The Position

Why Polar? It's never been easier to build, ship and scale software. But it's never been harder to monetize it. Modern startups look fundamentally different than prior generations: Smaller teams Exponential revenue growth relative to headcount Higher variability in costs (LLMs) requiring more frequent pricing iterations Laser focused on product development and distribution Delegating and automating everything that is boilerplate – be it in their codebase or business operations. Exceptional billing primitives, APIs and SDKs are essential, but delightful integration is not enough. Startups need a billing platform designed for their speed of iteration. Combining billing and analytics in one platform to offer customer- and feature unit economics in real-time. Offering built-in pricing and cost insights, simulations and optimizations while simultaneously handling international compliance, tax management, fraud prevention and more. That's Polar. We're building the next standard for applied AI startups. Join our small, talented and engineering-led team across Europe as we build the infrastructure powering the next generation of software companies. We focus on shipping at high velocity to serve startup founders scale their businesses. Everything else is secondary.

Requirements

• 2+ years of experience in customer support, merchant support, or customer success, preferably in SaaS, fintech, or payments.
• Excellent written communication skills with a customer-first mindset.
• Strong troubleshooting and problem-solving abilities.
• Experience working 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 to resolve customer issues.

Nice To Haves

• Familiarity with payments, subscriptions, or Merchant of Record platforms is a plus.

Responsibilities

• Respond to merchant and customer inquiries across email, chat, and Slack.
• Troubleshoot issues related to payments, payouts, subscriptions, checkout, and the merchant dashboard.
• Investigate bugs, reproduce issues, and work closely with Product and Engineering to drive resolutions.
• Help merchants navigate onboarding and answer questions about using Polar as their Merchant of Record.
• Identify recurring support trends and contribute to improvements in our Help Center, documentation, and internal processes.
• Escalate complex payment, technical, or account issues to the appropriate teams while keeping merchants informed throughout the process.
• Maintain a high bar for customer experience by providing thoughtful, accurate, and timely support.
• Contribute to operational improvements that help us scale support without sacrificing quality.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed