Company Description We're Checkout.com. You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we're behind many of the digital experiences you use every day. We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion general shoppers.

Whether you want to book a holiday, order food, renew a subscription, or check out online, there's a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale.

The Merchant Care

Analyst I is the foundational tier within our Merchant Care organisation, responsible for delivering efficient and timely responses to merchant inquiries. You will support tickets raised by merchants through any channel, instant messaging, email or web form, as well as requests from internal stakeholders, ensuring queries are addressed promptly and accurately within a specific product scope. The role combines resolving documented issues independently using our established knowledge base with recognising cases of higher complexity and escalating them with clear context to an Analyst II or Senior Analyst.

Investigate and respond to merchant inquiries, as well as requests from internal stakeholders who engage Merchant Care for technical assistance. ● Perform initial investigations and refer complex concerns to Analyst II, Senior Analysts, or Level 3 teams as appropriate, providing full context for a speedy resolution. ● Maintain a solid understanding of our products, services,



and policies to provide accurate information to merchants. ● Comply with the quality assurance framework to minimise errors and deliver consistent care. ● Categorise issues in the global queue and identify repetitive problems, escalating likely root causes to the wider team. ● Participate actively in training for new products and provide feedback on process gaps to project groups. A degree in Computer Science, Technology, Engineering, Data or a related field, though equivalent professional experience in other disciplines will be considered. ● A comprehensive understanding of the end-to-end payment flow ● Strong problem-solving skills, breaking a merchant-reported symptom into checkable components and working through them methodically rather than by trial and error. ● API troubleshooting with Postman, log and event analysis with Datadog, data querying with Looker, Snowflake or SQL, and secure environment access tooling such as Guacamole. ● Excellent written and verbal communication, with the ability to interpret complex technical issues in simple business terms for merchants and non-technical stakeholders. ● Proficiency in using customer service software (e.g. Zendesk, Salesforce) and CRM tools. ● Proven ability to work independently as well as collaborate effectively across teams, seeking guidance proactively to ensure positive outcomes for merchants. ● Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection. com, follow us on LinkedIn and Instagram

📌 Merchant Care Analyst (San Pedro Garza García)
🏢 Checkout.com
📍 San Pedro Garza García