Merchant Support Officer

payabl. empowers businesses to grow through payments innovation and banking services. Our ambition is to expand our strong portfolio of global financial services we provide to businesses and make them all available in one place on our platform we call payabl.one. As a licensed financial company with principal membership with card schemes, we specialize in global payments and providing businesses with multi-currency accounts.

About the role:

As a Merchant Support Officer in the CRM team, you will be the first point of contact for our merchants, ensuring their experience with us is seamless, professional, and efficient. You will handle client inquiries, resolve account management and settlement-related issues, and provide clear guidance to merchants on how to navigate and use our systems effectively.

Your role will include assisting merchants with account setup, creating and testing dashboard users, and explaining platform functionalities in a way that is easy to understand. You will also collaborate closely with internal teams—including Technical, Risk, and Settlements—to resolve merchant requests such as reconciliation queries, settlement reports, login issues, APMs-related matters and escalating technical or operational issues to the relevant teams when needed.

This role combines client-facing support, process coordination, and cross-functional collaboration to ensure merchants have a seamless and efficient experience. Ultimately, you will play a key role in delivering excellent customer service, building strong merchant relationships, and ensuring high levels of satisfaction and trust.

Location: in Limassol Office

Reporting to: Head of CRM

What you will do:

•Coordinate with Client Relations Managers to ensure merchants receive timely and proper assistance.

•Respond promptly and accurately to customer inquiries, ensuring a high level of customer satisfaction.

•Address and resolve merchant inquiries related to account setup and updates, including changes to bank accounts, corporate structures, and other necessary adjustments.

•Assist merchants in setting up and managing dashboard users and permissions and guide merchants in using reporting tools, analytics, and platform features.

•Conduct KYC and KYB procedures for periodic reviews, ensuring compliance with regulatory requirements.

•Document common merchant questions and solutions to build internal knowledge resources (example transactions error codes etc.)

•Assist the merchants with onboarding new APMs/URLs etc. and guiding them through the process.

•Work closely with Risk Management, AML, Settlements and Technology departments to address and resolve issues and requests efficiently.

•Utilize technical skills and in-depth product knowledge to assist existing merchants, ensuring they have a comprehensive understanding of the platform and services.

•Maintain and update internal systems and digital folders to ensure accurate and current records. …

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