Merchant Support Specialist

We’re looking for an experienced Merchant Support Specialist to own complex and escalated disputes across ClarityPay’s merchant and customer channels. Operating as a Level 2/Level 3 resolution specialist, you’ll be the senior point of contact for transaction-related concerns that frontline support can’t resolve on first touch - investigating disputed transactions, balancing merchant interests with customer experience, and driving each case to a fair, compliant, and timely outcome.

This is a high-trust role at the intersection of Servicing, Risk, Compliance, and our merchant partners. You’ll bring sound judgment, a calm and empathetic manner under pressure, and the ability to turn individual disputes into insights that reduce friction for everyone.

• 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 from merchants, reviewing customer claims, and examining account and transaction history.

• Reach fair, well-documented resolutions within defined service levels, applying ClarityPay policy and applicable regulatory requirements.

• Handle the most complex, sensitive, or high-value cases escalated from Level 1 support, exercising independent judgment within established guidelines.

• Act as the trusted liaison between merchants, customers, and internal stakeholders, keeping all parties informed throughout the dispute lifecycle.

• Educate merchants and end customers on dispute processes, timelines, and outcomes.

• Negotiate balanced outcomes that protect the customer experience while respecting merchant interests.

• Triage and route cases by severity and complexity; partner with Servicing, Risk, and Compliance on escalated or multi-party disputes.

• Act as an escalation point and informal mentor for Level 1 agents, sharing guidance on difficult cases and decisioning.

• Coordinate with internal teams to close the loop on cases requiring policy, system, or account corrections.

• Maintain accurate, detailed case records - metadata, findings, actions taken, and communications - in the case management system.

• Ensure every action complies with ClarityPay policy and applicable federal and state regulations.

• Monitor dispute trends and surface reporting and insights that help merchants and internal teams reduce future disputes.

• Identify recurring root causes and recommend processes, policy, or communication improvements.

• Contribute to playbooks, SOPs, and knowledge resources that raise the quality and consistency of dispute handling.

• Experience: 2–3 years in merchant or customer support, payments, dispute or chargeback handling, or financial-services operations.

• Industry Background: Payments, BNPL, fintech, banking, or BPO/financial-services environments preferred.

• Dispute Expertise: Strong understanding of the dispute management lifecycle; familiarity with chargeback and transaction-dispute processes is a strong plus.

• Regulatory Awareness: Working familiarity with consumer-finance and payments regulations, and a track record of operating within compliance guidelines.

• Communication: Excellent written and verbal communication, with the ability to balance merchant and customer perspectives and de-escalate with empathy.

• Tools: Proficiency with Microsoft Office and comfort working across CRM/case management, ticketing, and contact-center platforms.

• Working Style: Strong time management, attention to detail, and the autonomy to own cases end-to-end.

• Education: High school diploma or G.E.D. required; bachelor’s degree in business, finance, or a related field preferred.

• Work Location: Based in our Bangalore, India office, supporting U.S. East Coast business hours.

• Bilingual - we provide live support seven days a week in English and Spanish.

• Hands-on experience with chargeback or disputes.

• Prior Level 2/Level 3, escalations, or peer-mentoring experience in a support organization.

ClarityPay is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, age, disability, veteran, marital status, or any other legally protected status.