The Purpose:

The Customer Support Analyst 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 general Payment Services Support team, you will contribute to our mission of operational excellence and client satisfaction.

What you'll be doing:

Merchant Onboarding

- 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

Client Support

- 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

What you'll need:

- 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 (LPMs)
- 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

Preferred Qualifications:

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

What's in it for you?

- Hybrid working : 3 days per week onsite; 10‑day holiday allowance, work‑from‑abroad policy up to 30 days per year.
- Learning and Development : 14,000 MXN annual budget for professional growth; leadership cafés, on‑the‑job training.
- Meal vouchers : SiVale – 3,000 MXN per month.
- Insurance : Health, dental, life, and travel insurance.
- Enhanced family leave : Support during key life moments.
- Gym membership : Contribution toward gym costs.
- Mental Health Platform : Access to therapy, chat therapy, courses, guided meditations, etc.
- Office location : WeWork building near Ángel de la Reforma with meeting spaces, private spaces, terrace, open coffee bar; pet‑friendly.

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📌 Customer Support Analyst (Ciudad de México)
🏢 Roman Health Pharmacy
📍 Ciudad de México