- Serve as the primary point of contact for partner and merchant inquiries via email and phone.
- Respond to and resolve inbound partner and merchant support requests.
- Triage, document, and escalate issues to internal teams.
- Maintain SLAs and ensure timely follow-up on all open cases.
- Track, prioritize, and manage assigned tickets through resolution.
- Maintain accurate customer records, account updates, and support documentation.
- Contribute to and improve the external knowledge base.
- Identify recurring issues and partner with internal teams to drive long-term solutions.
- Collaborate with Engineering and Technical Support on complex issues.
- Surface customer feedback and trends to improve the client experience.
Problem SolvingDocumentationCustomer support+1 more