At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth.Our strength comes from our diverse global team, spread across multiple nationalities and international locations. We're united by a shared passion for building trusted relationships with our customers and creating next-generation products that make payments simpler, faster, and more accessible to everyone.Everything we do is driven by our PPRO Principles: putting the customer-first, getting things done, acting with trust and integrity, continuous improvement, and teamwork. Join us on our journey to become a global digital payments leader.The Purpose:In the role of the Merchant Support Specialist, you are responsible for supporting day-to-day activities in the merchant support department.Furthermore, you will deliver an optimal merchant experience by providing support on day to day tasks and special requirements.As a merchant account specialist, you will work closely with various departments across the organisation, such as account managers, product, reconciliation and more with the purpose to bring all client inquiries to resolution and find long term solutions to client and business needs. You will be part of our Global Payment Services Support team that is composed of other passionate support professionals located in Mexico City, Sao Paulo, Singapore and Cologne.What you'll be doing:Contribute to the overall business strategy, by gathering and analysing data on clients' issue trends, while providing strategies to enhance KPI performance.Proactively analyse and monitor KPIs, anticipating, and identifying suboptimal trends.Suggest and implement practical and timely solutions to reverse undesirable trends, as well as improvements that align with day-to-day business and operational needs.Apply the knowledge regarding clients' trends and business needs to develop business cases and business requirement documents.Assess the impacts and benefits of recommended improvements on clients' performance.Communicating effectively with the corresponding teams at PPRO to be able to solve client's inquiries.Supporting the wider merchant support and business operations team in their duties as needed.You'll need to have:Minimum of 3 years of professional experience in a fintech / payments company, mainly around cards payment processing.Good know-how and experience in support / account management standards.Critical thinking and problem-solving skills.Good communication skills and ability to work with remote teams.Strong analytical skills with the ability to work with large data sets.Excel skills (advanced)Excellent English and Spanish language skills (spoken, written) - Portuguese is a PlusInterpersonal skills (including professionalism and cooperative attitude).Nice-to-have:Experience with business intelligence tools such as: Tableau, and knowledge in SQLWhat's in it for you?:Hybrid working -We offer flexible working, so you can strike the right balance between office and home working. In addition to our 10-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per yearMeal vouchers-SiVale - MXN 2688.6 per month- Enjoy a moment of conviviality and a good and balanced meal thanks to your meal vouchers.Insurance-Because better safe than sorry - we want our employees to benefit from various insurances including major and minor health insurance + life insurance and travel insurance.Professional and personal development- We provide leadership cafes, on-the-job training, and access to LinkedIn learning to help you gain knowledge beyond yourrole.Wealso offer you english classes!Gym membership- PPRO helps contribute towards the costs of your gym membership, supporting your physical fitness journey while easing the burden on your walletMental Health Platform -We've teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and moreOur officeis in a WeWork building nearby Angel de la Reforma, surrounded by mall shops and places where you can have a nice lunch. In the building you'll find space enough for meetings with your team, private spaces for confidential calls, a nice terrace, open coffee bar and other amenities.As long as you can take good care of them, the offices are pet-friendly.Our Principles:We get things done:We are courageous; we take ownership, make decisions and get things done.We act with trust and integrity:We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intentWe put the customer first:We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.We make things better:We boldly explore new ideas and have an unwavering commitment to continuous improvement.We work as a team:We collaborate closely and value team success over individual achievement.
