Merchant Support Specialist

Merchant Support Specialist - Shenzhen office

Making payments to suppliers and providers around the world is still complex and expensive. With Ebury, our clients can make fast and convenient international payments to 130+ countries. Our next goal is to keep increasing our coverage, expand the options available to make payments, and make these instant where possible. Ebury wants you to own this mission, taking responsibility for the development of new payment rails.

You will mainly be hands on with one of our most pioneering businesses in China, The Ebury Bank Group, which is the leading bank in Brazil offering FX operation and cross-border payment solutions and has been recently integrated into Ebury’s corporation structure.

Our merchant support specialist will be responsible for providing and accomplishing action plans for merchant support activities in assigned countries or regions, through responding to merchants’ enquiries, maintaining relationships with new and existing merchants and other related activities for the continued profitability of the company.

Responsibilities:

You will be responsible for: 

• Working directly with existing enterprise customers to address and resolve merchants’ questions, concerns and issues timely
• Clearly communicate our merchants/clients’ enquiries and requirements to internal payment operation, finance and other relevant teams. Coordinate across internal teams for transaction issues’ investigation, settlement and remittance processing, accounts management etc.
• Offer professional guidance and advice on how to better utilize our merchant dashboards or relevant tools etc.
• Collect supporting documents via electronic means from merchants or e-merchants to keep as a reference for any future usage/disputes

Expectations: 

Potential candidates must be able to evidence: 

• Bachelor’s degree or above 
• 1-3 years working experience in a merchant support or similar role in a high-growth PSP, Fintech or Neobank
• Accountable, self-motivated, customer-oriented, good team player, attentive to details
• Well-developed sense of urgency and follow through
• Written and verbal communication abilities in English and Mandarin. Portuguese is a great plus
• Cross-team cooperation: Have excellent teamwork and communication skills, and be able to collaborate closely with sales, technology, risk management and other departments

Nice to have:

• Deep knowledge of existing payment industries in LATAM countries and regions
• Experience working in a high-growth or scale-environment
• Experience working with other PSPs, payment schemes and banks from China or LATAM countries

Who is Ebury Bank:

The Ebury Bank Group has been working to connect Brazil with the world for over 30 years. We believe that we can increase the supply of products and services to Brazilians and, in the same way, we work to ensure that our country's innovations are more present globally.

Our solutions cover two market segments, and for each segment we have a specific brand.

The Ebury Bank team is specialised in the foreign exchange market and has all the know-how to work in structured operations, international remittances and foreign trade operations. We also have digital solutions, via API, and with them we operate in the FX as a service model for several companies.

In the payments segment, the Ebury Bank Pay team offers cross-border payment solutions for digital businesses. Via the platform, we process local payments so that companies from all over the world can sell their products or services in Brazil and Brazilians can make their payments in reais and using local payment methods. We then forward these resources to technology companies around the world. 

At both Ebury Bank and Ebury Bank Pay we have Ebury Bankers from all over Brazil and from some countries around the world working daily to make access to goods and products a right for everyone in an increasingly fluid and digital way.

#LI-MO1

#LI-Onsite