Customer Service and Merchant Support Specialist

Job Responsibilities :

This position responsible for supporting end-to-end merchant operations, ensuring compliance with regulatory requirements, and delivering high-quality support to merchants and customers. The role serves as a key operational liaison across Business Development, Risk, Compliance, Product, Engineering, and Operations teams to support merchant onboarding, payment operations, fraud management, complaint handling, and ongoing merchant support.

This position plays an important role in ensuring compliance with Bank of Thailand (BOT) regulatory expectations, including merchant due diligence (KYM/KYC), customer and merchant support, fraud prevention activities, Central Fraud Registry (CFR) obligations, and operational governance. The role also contributes to process improvement initiatives, operational efficiency, and the continuous enhancement of merchant experience and service quality.

Role Summary
The Merchant Support & Customer Operations Executive is responsible for delivering end-to-end operational support to merchants and customers, ensuring efficient onboarding, payment operations, issue resolution, and service excellence. The role serves as a key liaison between merchants and internal stakeholders, supporting payment-related inquiries, merchant implementation, operational monitoring, and case management.

Key Responsibilities

1. Merchant Support & Customer Operations

• Serve as the primary point of contact for merchants by managing inquiries, operational issues, and escalations, ensuring timely and effective resolution.

• Support payment-related matters, including transaction inquiries, disputes, refunds, chargebacks, and settlement-related issues.

• Monitor, track, and follow up on merchant cases to ensure resolution within agreed service levels.

• Deliver high-quality support to merchants and customers while maintaining communication standards and service excellence aligned with regulatory expectations.

• Conduct reviews of merchant websites and business information to support onboarding, operational verification, and ongoing merchant monitoring activities.

2. Merchant Onboarding & Business Support

• Support merchant onboarding activities and ensure operational readiness prior to merchant activation.

• Coordinate the collection and verification of KYM/KYC documentation in accordance with regulatory and internal requirements.

• Provide merchants with operational guidance and support regarding payment acceptance processes, products, and services.

• Assist in resolving onboarding-related issues to ensure a seamless merchant implementation experience.

3. Risk, Compliance & Fraud Support

• Assist in the investigation of suspicious transactions by gathering information, coordinating with relevant stakeholders, and monitoring investigation progress.

• Support fraud prevention initiatives and daily fraud-related operational activities.

• Support Central Fraud Registry (CFR) processes, including data collection, information validation, case management, and stakeholder coordination.

• Maintain accurate records, documentation, and tracking logs for fraud cases, investigations, and regulatory requests.

4. Product & Payment Channel Support

• Support the day-to-day operation of payment channels and ensure issues are tracked through to resolution.

• Participate in User Acceptance Testing (UAT) and provide operational feedback to support product enhancements and new feature launches.

• Identify operational gaps and recommend solutions to improve merchant experience and service delivery.

5. Process Improvement & Team Support

• Support team members in managing merchant cases, escalations, and operational challenges.

• Promote knowledge sharing and contribute to maintaining consistent service standards across the organization.

• Participate in projects and initiatives aimed at strengthening operational controls and service excellence.

Pre-Requisites :

Required Qualifications

• Bachelor’s degree in Business Administration, Finance, Economics, Information Technology, or a related discipline.

• Minimum 3 years of experience in Merchant Support, Customer Service, Payment Operations.

• Proven experience working with cross-functional teams.

• Strong analytical and problem-solving skills with the ability to manage complex operational situations.

• Excellent communication and interpersonal skills in both Thai and English.

• Ability to manage multiple priorities, work independently, and perform effectively in a fast-paced environment.

• Willingness and flexibility to work on a rotating shift schedule as required by business operations.

Preferred Qualifications

• Experience working with banks, SPS, payment gateway services, e-wallets, or related payment ecosystems.

• Strong understanding of payment processing, including transaction flows, refunds, disputes, chargebacks, and settlement processes.

Razer is proud to be an Equal Opportunity Employer. We believe that diverse teams drive better ideas, better products, and a stronger culture. We are committed to providing an inclusive, respectful, and fair workplace for every employee across all the countries we operate in. We do not discriminate on the basis of race, ethnicity, colour, nationality, ancestry, religion, age, sex, sexual orientation, gender identity or expression, disability, marital status, or any other characteristic protected under local laws. Where needed, we provide reasonable accommodations - including for disability or religious practices - to ensure every team member can perform and contribute at their best.

Are you game?