Merchant Support Officer

About the role

Nomu Pay is a global payments platform that enables businesses to send and receive payments across multiple markets. We are looking for a Merchant Support Officer to become the primary point of contact for our merchants in Dubai, helping them resolve payment‑related queries and ensuring a high level of service.

Key responsibilities

• Act as the first point of contact for merchant inquiries via email, phone and other channels.
• Investigate and resolve payment, transaction and account issues.
• Provide technical and operational support to merchants and troubleshoot payment problems.
• Escalate complex cases to Operations, Product, Technology, Compliance or Sales teams.
• Maintain accurate case records and keep merchants informed throughout the resolution process.
• Identify recurring problems and contribute to process improvements.
• Meet agreed Service Level Agreements, response times and customer‑service KPIs.

Required profile

• Previous experience in customer support, merchant support, payments or fintech.
• Strong understanding of customer service principles and ability to handle difficult customers.
• Excellent written and verbal communication skills.
• Strong problem‑solving and investigative abilities.
• Experience using CRM or ticketing systems.
• High attention to detail and ability to manage multiple cases simultaneously.

Required skills

• Payments
• Ticketing systems