Merchant Support Specialist

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

About The Role

Constellation Payment Processing is a modern Payment Facilitator (PayFac) empowering SaaS businesses to grow revenue through seamless, embedded payments. As part of Constellation Software Inc. (CSI) — a global Canadian-based software leader — we combine the agility of a specialized payments company with the strength and stability of an established global powerhouse.

We are seeking a Merchant Support Specialist to join our payments team. In this role, you will serve as the primary point of contact for merchants using our payment processing solutions. You will assist with onboarding, technical troubleshooting, transaction inquiries, account maintenance, and resolving issues related to payment processing and point-of-sale integrations. Your goal is to ensure a smooth and reliable experience for our merchants. This position will report directly to the Client Experience Manager.

What You'll Do

• Serve as the primary contact for escalated merchant and partner inquiries, including transaction reporting, reconciliation issues, and settlement discrepancies.
• Investigate and resolve complex processing issues, funding delays, and reporting inconsistencies across payment channels.
• Generate, analyze, and interpret standard and custom reports to support merchant inquiries and internal audit requirements.
• Collaborate with internal teams (Risk, Underwriting, Product, Engineering) to escalate, troubleshoot, and resolve cross-functional issues.
• Maintain accurate and up-to-date records of merchant interactions in the CRM system.
• Monitor transaction flows and settlement timelines to proactively identify and address issues.
• Educate merchants and partners on best practices related to fraud prevention, PCI compliance, and operational processes.
• Assist with reporting, data analysis, and process improvement initiatives to improve merchant experience and operational efficiency.
  
  

Operational Excellence

• Ability to triage, assign, and prioritize cases effectively while ensuring proper CRM documentation.
• Stay current on internal systems, payment industry trends, and compliance requirements related to reporting and reconciliation.
• Participate in on-call schedules and provide after-hours support as assigned by leadership.
• Step in to support any team member or pod as needed to ensure continuity of service.
• Perform other duties as assigned by leadership.
• Work Monday through Friday, 9:00 AM EST – 6:00 PM EST.
  
  

Basic Qualifications

• Strong understanding of payment platforms, gateways, terminals, and POS systems.
• Excellent communication skills (written and verbal) with a customer-first mindset.
• Proficiency with CRM and support tools (e.g., Salesforce, Zendesk).
• Strong analytical and problem-solving skills with high attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
  
  

Preferred Qualifications

• 2+ years of experience in merchant support, payments, fintech, or related operations.
• Strong understanding of payment workflows (authorization, settlement, chargebacks, ACH/EFT).
• Familiarity with common payment platforms, gateways, terminals, and POS systems.
• Excellent communication skills (written and verbal) with a customer-first attitude.
• Proficient in using support tools and CRM systems (e.g., Salesforce, Zendesk).
• Analytical mindset with problem-solving skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with leveraging AI tools to improve workflows, documentation, or reporting efficiency.
  
  

Exciting Benefits We Offer

• Market-leading Salary
• Medical Coverage – Self & Dependents
• Parents Medical Coverage
• Provident Fund
• Employee Performance-based bonuses
• Home Internet Subsidy
• Conveyance Allowance
• Profit Sharing Plan [Tenured Employees Only]
• Life Benefit
• Child Care Facility
• Company Provided Lunch/Dinner
• Professional Development Budget
• Recreational area for in-house games
• Sporadic On-shore training opportunities
• Friendly work environment
• Leave Encashment
  
  

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.