Merchant Support Advisor

• Deliver exceptional support to merchants via chat, messaging, and phone
• Collaborate with peers to share learnings, best practices, and solutions, raising the team’s collective expertise
• Navigate complex technical issues rapidly, making quick decisions without overthinking
• Master technical systems and translate complex concepts into clear guidance
• Leverage AI tools to enhance problem-solving and improve our knowledge base
• Continuously refine help documentation through our knowledge-centered service model
• Adapt across products and channels, supporting merchants wherever needed

• Background in training or mentoring others (team lead, SME, or similar experience)
• Fast, confident decision-making ability to rapidly assess situations and prioritize the best next steps
• Contact center or technical support experience (experience supporting entrepreneurs especially!)
• Strong technical troubleshooting abilities (certifications are a major plus)
• Hands-on experience with AI tools and genuine excitement about new tech
• Excellent English communication skills with the flexibility to adjust tone and language to the audience
• Proven ability to quickly ramp up to new tools and workflows
• Ability to maintain high typing speed and accuracy under pressure
• Flexibility for varied scheduling as we support merchants around the clock

This role is eligible for benefits and will have the opportunity to extend or convert to full time based on performance