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Support and Customer SuccessFull role brief

EU Support Specialist (Multi-language)

Give European merchants multilingual MakePay support coverage.

This role provides multilingual support for European merchants using MakePay across onboarding, payment questions, checkout setup, and account support. You will help the company offer practical EU timezone coverage while keeping sensitive handoffs clear and well documented.

Why this role matters

  • Improve support availability and response quality for European merchants across languages and time zones.
  • Reduce onboarding and payment-status friction for merchants who need localized communication.
  • Create useful signal on EU customer needs, recurring questions, and documentation gaps.

What you will own

  • Handle multilingual support cases for merchants and payers across onboarding, checkout, account, and payment-status topics.
  • Coordinate handoffs with support, customer success, technical support, and compliance when cases need deeper review.
  • Maintain localized macros, internal notes, and repeated-issue summaries for European support coverage.

What you bring

  • Customer support experience in SaaS, fintech, payments, ecommerce, crypto, or another digital product environment.
  • Strong written English plus at least one additional European language used in customer support contexts.
  • Clear judgment around sensitive customer data, escalation quality, and written follow-through.

Nice to have

  • Experience with payment gateways, crypto payments, wallets, stablecoins, or merchant onboarding.
  • German, French, Spanish, Italian, Dutch, Polish, or another high-demand EU support language.
  • Familiarity with GDPR-aware support practices, EU merchant expectations, or remote customer operations.

First 90 days

  • Learn MakePay's product, support tools, escalation process, and common EU merchant questions.
  • Cover a defined EU support window with consistent response quality and clean handoffs.
  • Propose the first set of multilingual templates or help-center updates for repeated EU support topics.

How we work

Clear ownership, close product feedback, and direct merchant impact.

You will work remotely or from an EU hub with Dubai support leadership, customer success, technical support, and compliance.

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