Merchant Pre‑Sale & Quality Assurance Officer

About the role

We are looking for a detail‑oriented Merchant Operations & Support Officer to lead the end‑to‑end onboarding and ongoing support of merchants on our payment gateway platform. The role serves as the primary point of contact for merchant inquiries, ensuring smooth integration, transaction processing, and high satisfaction.

Key responsibilities

• Create and configure merchant accounts on the payment gateway portal, including MID setup, payment methods, 3DS, pricing, and operational settings.
• Conduct KYC verification, account activation, POS and system integration, and end‑to‑end testing.
• Provide prompt, customer‑focused service and resolve technical issues such as payment failures, configuration errors, and system bugs.
• Validate transaction flows (authorization, capture, settlement, refunds, recurring payments) and troubleshoot post‑integration problems.
• Monitor onboarding progress, ensure SLA compliance, and generate performance reports at merchant and gateway levels.
• Collaborate with Business Development, Risk, Compliance, Technology, and Finance teams to address merchant issues and improve processes.

Required profile

• Bachelor’s degree in Business Administration, IT, Computer Science or a related field.
• 3–5 years of experience in payments, fintech, merchant onboarding or technical integration roles.
• Experience supporting e‑commerce or digital payment operations.
• Strong understanding of online payment processing and merchant lifecycle management.

Required skills

• Knowledge of digital payment processing flows and transaction lifecycles.
• Familiarity with API integrations and system connectivity concepts.
• Ability to interpret technical documentation and guide stakeholders through integration requirements.
• Basic data analysis and database querying skills.