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 integral 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 technic

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