Merchant Onboarding and Integration Associate at Subbs

Job Purpose

• The Merchant Onboarding and Integrations intern is responsible for onboarding merchants integrating with Subbs.io.
• He/she will work closely with merchants in ensuring their onboarding and Integration process is seamless and hitch-free.
• He/she will also be required to work with other teams in escalations.

Job Responsibilities

• Review Merchant’s KYC and ensure all documents provided are in line with Standard Operating Procedures and Regulatory Requirements
• Work with the Compliance/Technical support team in activation of Merchant’s accounts.
• Reviewing Logged tickets by the Customer Support team and ensuring complete resolution of such tickets.
• Monitor Support Channels (Whatsapp, Zendesk, E-mails, Freshchat, Skype, Slack) for Onboarding/Integration escalations, and treat such requests in a timely manner
• Liaise with the sales team to properly understand the Merchant’s use case in order to provide the necessary services or API required by the merchant or for Merchant’s Integration.
• Follow up with Merchants (Bi-weekly-Semi) to check in on their service - deliver quality/assurance, Integration and provide assistance/support where necessary.
• Work hand in hand with other teams i.e technical product team to escalate technical issues experienced by merchants and also monitor such requests till resolution.
• Help Merchants know, understand fees & where need be help with custom configurations and charging profiles. Also enabling changes to merchant contracts as advised by the sales team.
• Handling other responsibilities as assigned i.e. Whitelisting IP addresses or Automated settlement request/or/& Approval of change of Settlement Account Requests by Merchants etc.
• Work with the Product Manager/ Product team and other internal stakeholders to make any product changes that would improve customer experience.

Requirements & Qualifications

• Bachelor's Degree
• 2+ years preferably.
• Experience type - Customer support officer or Application support personnel.
• Driven and result oriented
• Ability to Multitask.
• Analytical and data driven
• Empathy and Excellent communication skills
• Outstanding organizational skills.