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Merchant Support Representative



Customer Service
Posted on Friday, December 15, 2023

About Paysafe
Paysafe (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 20 years of online payment experience, an annualized transactional volume of over $130 billion in 2022, and approximately 3,300 employees located in 12+ countries, Paysafe connects businesses and consumers across 100 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com

Are you ready to make an impact? Join our team that is inspired by a unified vision and propelled by passion.

We are looking for an experienced Merchant Support Representative to join our team based in Jacksonville, Florida. This role offers a hybrid work environment of 3 in office working days and 2 remote working days during the work week.

The Merchant Support Representative is responsible for assisting external and internal customers with various needs. The individual is expected to be focused, capable, and able to communicate proficiently. The individual should also have a desire to learn and grow in industry knowledge as well as be able to critically think and proficiently multi-task in a fast-paced environment.

Paysafe is a leading global provider of payment solutions. We are expanding our Merchant Support Team! If you are a forward thinking, have a desire to learn and grow in industry knowledge, influential individual with an entrepreneurial spirit, who would like to make a significant impact on a growing company and have a desire to learn and grow in industry knowledge then you could be our next Merchant Support Representative!

We offer a fast-paced, welcoming and supportive work environment. There are many opportunities to advance your career. Enterprising, capable, focused people prosper with us. We promote teamwork, support learning, and encourage advancement for all of our employees. We want you to excel, because we believe that your success is our success.


  • Provide superior customer service by anticipating customer needs, suggesting alternatives, and resolving customer issues in a timely manner
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times
  • Collaborate with various internal departments (Credit Underwriting, Sales Support, Risk, etc.) to resolve customers’ inquiries and identify, investigate, and escalate system issues as required
  • Create, monitor, and follow through with service tickets
  • Assist and collaborate with other team members and departments to meet service level agreements
  • Train and assist customers on the use of equipment and troubleshooting equipment issues
  • Help merchants with understanding statement content and chargeback process
  • Able to provide information about company products and services
  • Assist with other projects as assigned


  • 2-3 years of college education preferred
  • 6+ months of industry pricing knowledge preferred
  • Able to consistently perform in a high stress environment, under substantial deadlines
  • Ability to stay calm when customers are stressed or upset
  • Critical thinking and problem-solving skills
  • Excellent organizational and verbal/written communication
  • Excellent time management skills, ability to multi-task, and prioritize work
  • Able to thrive in a team environment
  • Excellent follow through skills
  • Desire to learn and grow in industry knowledge


  • Strong knowledge of Microsoft Outlook, Word
  • Familiar with CRM systems and practices
  • Basic to moderate computer and typing skills
  • Basic to moderate mathematic skills

Life at Paysafe:
One network. One partnership. At Paysafe, this is not only our business model; this is our mindset when it comes to our team. Being a part of Paysafe means you’ll be one of over 3300 members of a world-class team that drives our business to new heights every day and where we are committed to your personal and professional growth.

Our culture values humility, high trust & autonomy, a desire for excellence and meeting commitments, strong team cohesion, a sense of urgency, a desire to learn, pragmatically pushing boundaries, and accomplishing goals that have a direct business impact.

Equal Employment Opportunity
Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments please let us know. We will be happy to help and look forward to hearing from you.