Merchant Service Agent

TL;DR

Merchant Service Agent: Serving B2B merchants by identifying and resolving technical and non-technical payment-related issues with an accent on providing efficient and professional support. Focus on collaborating with internal teams to resolve inquiries and contributing to the knowledge base.

Location: Hybrid, based in Stockholm, Sweden

Company

hirify.global is a global leader in Open Banking Payments, aiming to revolutionize the payment world by establishing Pay by Bank as the new standard.

What you will do

• Act as the first line of contact and ambassador for merchants.
• Provide efficient and professional support, managing and resolving support tickets.
• Collaborate with internal teams (2nd Line, Consumer Service, AML, Fraud, Finance) to resolve merchant inquiries.
• Contribute to the knowledge base by creating and updating internal and external documentation and procedures.
• Actively participate in cross-functional and internal projects aimed at optimizing processes and enhancing customer satisfaction.
• Work towards set targets, goals and objectives as an individual and together with the team.

Requirements

• Service-minded and passionate about creating an outstanding customer experience.
• 1-2 years of experience within support functions.
• Strong knowledge and understanding of online payments and experience working with customer service in Payments, E-commerce, or Financial Services.
• Fluency in English and Swedish, both written and verbal, is required.
• Ability to work on a shift basis, including evenings, weekends, and holidays.

Nice to have

• Proficiency in Danish, Finnish, or German.

Culture & Benefits

• 20 to 30 days of holiday to support a healthy work-life balance.
• Monthly team outing allowance to enjoy social events with colleagues.
• Parental leave top-up for new parents.
• Daily breakfast and on-site perks.
• Well-being support covering gym memberships and massages.
• Dynamic environment where you can take ownership, drive change, and continuously embrace new challenges.