Merchant Support Specialist

About the Company

ClarityPay is a fast-growing fintech empowering enterprise merchants with smarter, more adaptive pay-over-time solutions, including point-of-sale financing and "Buy Now, Pay Later" programs.

Responsibilities

• Serve as the primary point of contact for escalated merchant and customer disputes and transaction-related concerns
• Investigate and analyze disputed transactions by gathering evidence and reviewing account history
• Reach fair, well-documented resolutions within defined service levels and regulatory requirements
• Act as a liaison between merchants, customers, and internal stakeholders
• Triage and route cases by severity, partnering with Risk and Compliance teams
• Maintain accurate, detailed case records in the case management system
• Monitor dispute trends to identify recurring root causes and recommend process improvements

Requirements

• 2–3 years of experience in merchant/customer support, payments, or financial-services operations
• Strong understanding of the dispute management lifecycle
• Working familiarity with consumer-finance and payments regulations
• Excellent written and verbal communication skills with empathy
• Proficiency with Microsoft Office and CRM/case management platforms
• Ability to support U.S. East Coast business hours from the Bangalore office
• High school diploma required; Bachelor's degree in business or finance preferred

Preferred Qualifications

• Experience in Payments, BNPL, fintech, or banking
• Hands-on experience with chargeback or dispute processes
• Prior Level 2/Level 3 escalation or peer-mentoring experience
• Bilingual in English and Spanish