Merchant Support Analyst, SPX Express

Responsibilities

• Handle merchant inquiries, issues, and escalations across support channels
• Diagnose and resolve operational, technical, and account-related concerns
• Maintain SLAs and ensure timely issue resolution
• Document issues and resolutions to build internal knowledge bases
• Identify recurring issues and recommend process or product improvements
• Collaborate with internal teams (operations, product, tech) to resolve complex cases
• Monitor support performance metrics and suggest improvements
• Assist in training and onboarding of new support team members
• Contribute to improving support workflows and tools

Qualifications

• Bachelor’s degree in Business, Industrial Engineering, or related field
• 1–3 years of experience in customer/merchant support or operations
• Strong problem-solving and troubleshooting skills
• Excellent communication and interper...