Customer Support Specialist

Nuvei
Sydney
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Customer-first mindset","Problem-solving","Troubleshooting","Attention to detail","Organizational skills"]

Provide end-to-end support to merchants using online and in-store payment solutions, handling technical and operational queries via phone and email. Troubleshoot issues across terminals, integrations, transaction processing, settlement, and fraud/risk settings, while managing cases to meet SLAs and KPIs. Partner with internal teams to resolve complex cases, identify recurring problems, contribute to retention through proactive service, and maintain accurate documentation and knowledge base content.

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FursaFursa
Nuvei
Nuvei
2 days ago

Customer Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Provide end-to-end support to merchants using online and in-store payment solutions, handling technical and operational queries via phone and email. Troubleshoot issues across terminals, integrations, transaction processing, settlement, and fraud/risk settings, while managing cases to meet SLAs and KPIs. Partner with internal teams to resolve complex cases, identify recurring problems, contribute to retention through proactive service, and maintain accurate documentation and knowledge base content.
Location: Sydney
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Deliver end-to-end merchant support for eCommerce and in-store payment solutions via phone and email.
  • •Troubleshoot technical issues involving payment terminals, integrations, transaction processing, settlement, configuration, and fraud/risk settings.
  • •Manage support cases within SLAs/OLAs, ensuring timely resolution and proactive follow-up.
  • •Take ownership of complex cases from initial enquiry through to resolution and liaise with internal teams to drive outcomes.
  • •Identify recurring issues and contribute to retention through proactive service, accurate documentation, and knowledge base improvements.

Key Requirements

  • •Previous experience in customer support within payments, fintech, banking or SaaS (highly regarded).
  • •Strong understanding of card payments and settlement processes, including chargebacks, refunds, terminals or gateway integrations (desirable).
  • •Exceptional customer-first mindset with a passion for delivering high-quality service.
  • •Strong problem-solving and troubleshooting ability in technical or system-based environments.
  • •Experience working with CRM or ticketing systems.
Experience:PaymentsFintechBankingSaaS
Skills:Customer-first mindsetProblem-solvingTroubleshootingAttention to detailOrganizational skills
Languages:English
Tech Stack:CRMTicketing systemsPayment terminalsPayment gatewaysFraud and risk settings

Company Brief

Nuvei
Global payments technology provider offering merchant acquiring, payment processing, fraud and risk management, and omnichannel payment solutions for enterprises across e-commerce, retail, gaming, and fintech sectors.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Montreal, Canada
Founded: 2003
WebsiteLinkedIn