The Role
We're looking for a Product Specialist to be the first point of contact for our merchants and own their experience on xPay. This is a hands-on role for someone who enjoys solving problems, digging into how things work, and working closely with Tech and Product teams to get issues resolved.
You'll handle merchant queries end-to-end — from understanding and troubleshooting issues to coordinating resolutions, identifying recurring problems, and bringing merchant feedback back to the product and engineering teams.
What You'll Do
Own merchant queries end-to-end across email, chat, and calls, ensuring issues are understood, investigated, and resolved quickly
Troubleshoot merchant issues, including basic technical debugging, API/integration issues, payment failures, and product-related problems
Work closely with Tech, Product, Finance, and Operations to investigate complex issues and drive them to resolution
Identify recurring issues, product gaps, and merchant feedback, and translate these into actionable insights for the Product and Tech teams
Build documentation, FAQs, playbooks, and AI-driven workflows to make merchant support more efficient and scalable
What We're Looking For
2–5 years of experience in product support, technical support, customer success, operations, or a similar role, preferably in B2B SaaS or fintech
Prior startup experience is a must — you've worked in a small team (~30–40 people), are comfortable with ambiguity, and know how to move quickly
Strong problem-solving skills with the ability to investigate issues, understand root causes, and work through technical problems
Comfortable with basic technical concepts such as APIs, integrations, payment flows, and troubleshooting
Strong written and verbal communication skills, with the ability to work effectively with both merchants and internal Tech/Product teams
Why This Role Is Interesting
Own the merchant experience: Be the person merchants rely on to solve problems and make xPay work better for them
Work at the intersection of Product, Tech, and Customers: Get deep exposure to payments while directly influencing what we build
Solve real, complex problems: Work on payment infrastructure where debugging and structured problem-solving matter
Direct access to founders and the core team: Your insights will directly influence how we improve the product and merchant experience
Meaningful equity: Join early and have meaningful ownership in the company