Merchant Support Officer

At Nomupay, we're building the future of cross-border payments. As a fast-growing fintech, we help businesses accept, manage and move money seamlessly across international markets, from payment gateways and acquiring banks through to end-to-end merchant services. We're looking for a Merchant Support Officer to join our UK Operations team and play a key role in delivering an outstanding experience for the merchants at the heart of our platform. Whether you're starting out in fintech or looking to grow a career in payments and customer operations, this is a strong foundation to build from.

The Role

Merchant Support
As our Merchant Support Officer, you'll be the first point of contact for merchants navigating our global payments platform, handling enquiries, resolving issues within agreed SLAs, and working cross-functionally with teams across Technology, Sales, Onboarding and Finance. You'll also liaise with external partners including acquiring banks and payment gateways, making this a genuinely broad role at the intersection of customer operations and payments infrastructure. If you're looking for a fintech operations role where no two days look the same, this is it.

Cross-Functional Collaboration

• Work closely with Technology, Sales, Onboarding, Finance, and other internal teams to resolve merchant
  issues.
• Liaise with acquiring banks, payment gateways, and third-party partners where required.
• Escalate complex issues appropriately while maintaining ownership until resolution.

Operational Excellence

• Identify and escalate operational risks or compliance concerns.
• Ensure all work is completed accurately and in line with company policies and regulatory requirements.
• Help improve internal processes by identifying opportunities to enhance efficiency and the overall
  merchant experience.