• YOU’LL WORK WITH THE TEAM TO
• Own merchant and customer inquiries end-to-end across email, chat, and Slack, ensuring issues are understood, prioritized and driven to resolution.
• Investigate and troubleshoot issues across payments, payouts, subscriptions, checkout and the merchant dashboard, building a deep understanding of how Polar works.
• Help merchants successfully onboard, navigate the platform, and understand the operational and financial workflows involved in using Polar as their Merchant of Record.
• Partner closely with Product and Engineering to reproduce bugs, uncover root causes, and turn merchant feedback into meaningful product improvements.
• Identify recurring support trends, proactively identifying recurring friction and opportunities to improve the Help Center, documentation, product, and internal processes.
• Exercise sound judgment in prioritizing and escalating complex technical, payment, and account issues, balancing urgency, merchant impact, and operational risk.
• 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.
• 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 independently prioritize and manage multiple conversations while maintaining attention to detail.
• Comfortable collaborating with Product and Engineering teams to resolve customer issues.
• Familiarity with payments, subscriptions, or Merchant of Record platforms is a plus.