Merchant Support Specialist, UK

From an Australian-born company to a rapidly growing global business, we're on the ride of a lifetime!
We're on a mission to be the world's most loved way to pay. We love connecting our customers with brands they love and empowering them to spend their money and buy what they want in a responsible way. We're all about building a high-performing team, where our teams come to work to be the best they can be. We are grounded in reality and work together to achieve the extraordinary.
It's a fast-paced business and that's the way we love it. We know that world class talent is the only way to pave our future success, so come and work with some of the brightest minds and be part of the once in a lifetime ride.
The Role
As one of Clearpay's Merchant Support Experience team members, you'll be responsible for handling inbound queries from our Merchant partners assisting with questions and queries. This is a critical consumer facing role and we pride ourselves in delivering a seamless service to all of our merchants. We offer a blended contact strategy for our partners, the majority of which will be handled via voice alongside digital.
You Will

• Proven track record of working within customer service
• Experience of working in a business to business environment
• Ability to work a blended contact strategy (voice and digital)
• Experience of working in an environment with individual and team goals where goals were routinely met or exceeded

You Have

• Handle in-bound contact (Voice & Digital) from new and existing retail partners whilst meeting Service Level Agreements, including making outbound calls to the merchant and other business areas where appropriate
• Support on-boarding sessions with new and potential merchants by answering questions and providing insight into how the product works and how to sign up
• Update core details relating to existing merchants, which include bank details etc.
• Take ownership of designated queries and drive through to resolution
• Create merchant credentials in Admin Portal (our in-house system)
• Facilitate general account management queries and liaise with relevant business functions, seeking resolution
• Facilitate dispute resolution on behalf of consumers with our retail partners by investigating/information gathering and delivering clear and accurate information to be reviewed
• Identify 'problem' merchants and take prompt action to highlight to relevant stakeholders to avoid escalated issues
• Continuously highlight process improvement opportunities to reduce friction and improve customer/merchant satisfaction
• Make solid decisions balancing risk/regulation & cost impacts
• Provide support across other functional areas to ensure business priorities are delivered

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build an inclusive workplace? Check out our Inclusion & Diversity page
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.