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PPRO GmbH Logo PPRO GmbH · Customer Service

Customer Support Specialist

Mexico, Mexico City · Job Posted January 04, 2026
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Job Description

The Customer Support Analyst II plays a vital role in providing exceptional technical and functional support to our clients, ensuring a seamless and positive experience with our payment services. This position is ideal for a proactive and detail-oriented individual with proven experience in resolving complex customer inquiries and a passion for delivering world-class support. As a key member of our global Payment Services Support team, you will contribute to our mission of operational excellence and client satisfaction.

Job Responsibility

  • Configure and onboard merchants of our PSP clients for various payment methods
  • Configure merchants of our PSP clients
  • Assist with the technical setup of our PSPs
  • Understand and take ownership of the merchant onboarding lifecycle from beginning to end, facilitating merchant activation and revenue generation
  • Be involved in the full client lifecycle, from pricing structure approval to setup in PPRO systems, to ensure fast activation
  • Assist PPRO clients with follow-up questions related to client and merchant onboarding requests
  • Troubleshoot client issues and open Jira tickets to report errors to relevant teams
  • Handle requests from acquiring partners and coordinate with the respective clients
  • Proactively follow up on raised items within a reasonable timeframe
  • Advise clients on billing and reconciliation issues, collaborating with relevant departments
  • Clarify settlement and payout timelines for clients and partners, ensuring transparency
  • Verify payment status, trace payments in our records, and provide status updates
  • Support clients and partners with general inquiries related to payment processing
  • Identify and report recurring issues to improve internal processes
  • Collaborate with internal teams to ensure efficient issue resolution
  • Support clients with the implementation and integration of payment services
  • Provide guidance with the API reference and technical requirements
  • Analyze conversion rates and offer recommendations for optimization
  • Maintain clear and structured documentation of client interactions and reported cases
  • Provide missing invoices and settlement reports upon client request
  • Process client requests for account and address updates, including receiving and processing necessary documentation for bank and address changes

Requirements

  • 2-3 years of experience in a customer support role, preferably within the payments or financial technology industry
  • Proven ability to troubleshoot and resolve complex technical and functional issues
  • Strong understanding of payment processing concepts, including local payment methods
  • Excellent problem-solving, analytical, and critical-thinking skills
  • Exceptional written and verbal communication skills in English
  • Proficiency in using support ticketing systems (Zendesk, Freshdesk)
  • Strong customer-centric approach with a genuine desire to help and advocate for clients
  • Ability to work as a team as part of a global, cross-functional team
  • Demonstrated ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced environment

Nice to have

  • Experience with merchant onboarding processes
  • Familiarity with API integrations and troubleshooting
  • Plus Bachelor's degree in a related field (e.g., Information Technology, Business Administration)

What we offer

  • Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation
  • work from abroad policy, enabling employees to work remotely for up to another 30 days per year
  • Learning and Development - We offer a 7,000 MXN annual budget to support your professional growth
  • leadership cafés, on-the-job training, and other opportunities to help you grow your skills and thrive in your role
  • Meal vouchers- SiVale - MXN 3000 per month
  • Insurance- including major and minor health insurance (including dental insurance) + life insurance and travel insurance
  • Enhance Family Leave
  • Gym membership - PPRO helps contribute towards the costs of your gym membership
  • Mental Health Platform - provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more
  • office in a WeWork building nearby Angel de la Reforma
  • pet-friendly offices
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