Customer Support Specialist Job at PPRO GmbH (Mexico City)

Customer Support Specialist

PPRO GmbH

Location:
Mexico , Mexico City

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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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

Additional Information:

Job Posted:
January 04, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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