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 global Payment Services Support team, you will contribute to our mission of operational excellence and client satisfaction.What you'll be doing:Merchant OnboardingConfigure and onboard merchants of our PSP clients for various payment methodsConfigure merchants of our PSP clientsAssist with the technical setup of our PSPsUnderstand and take ownership of the merchant onboarding lifecycle from beginning to end, facilitating merchant activation and revenue generationBe involved in the full client lifecycle, from pricing structure approval to setup in PPRO systems, to ensure fast activationAssist PPRO clients with follow‐up questions related to client and merchant onboarding requestsClient SupportTroubleshoot client issues and open Jira tickets to report errors to relevant teamsHandle requests from acquiring partners and coordinate with the respective clientsProactively follow up on raised items within a reasonable timeframeAdvise clients on billing and reconciliation issues, collaborating with relevant departmentsClarify settlement and payout timelines for clients and partners, ensuring transparencyVerify payment status, trace payments in our records, and provide status updatesSupport clients and partners with general inquiries related to payment processingIdentify and report recurring issues to improve internal processesCollaborate with internal teams to ensure efficient issue resolutionSupport clients with the implementation and integration of payment servicesProvide guidance with the API reference and technical requirementsAnalyze conversion rates and offer recommendations for optimizationMaintain clear and structured documentation of client interactions and reported casesProvide missing invoices and settlement reports upon client requestProcess client requests for account and address updates, including receiving and processing necessary documentation for bank and address changesWhat you'll need:2‐3 years of experience in a customer support role, preferably within the payments or financial technology industryProven ability to troubleshoot and resolve complex technical and functional issuesStrong understanding of payment processing concepts, including local payment methods (LPMs)Excellent problem‐solving, analytical, and critical‐thinking skillsExceptional written and verbal communication skills in EnglishProficiency in using support ticketing systems (Zendesk, Freshdesk)Strong customer‐centric approach with a genuine desire to help and advocate for clientsAbility to work as a team as part of a integral, cross‐functional teamDemonstrated ability to manage time effectively, prioritize tasks, and meet deadlines in a fast‐paced environmentPreferred Qualifications:Experience with merchant onboarding processesFamiliarity with API integrations and troubleshootingBachelor'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 (Xico)
🏢 Roman Health Pharmacy
📍 Xico