Payments Support Specialist

MADFIN is a London-based fintech company with a mindful approach to financial services. Operating under an FCA-approved Electronic Money Institution (EMI) licence, we provide card acquiring solutions for fast-growing businesses. We are looking for a Payments Support Specialist to join our growing team. You will be the first line of support for our acquiring operations, monitoring payment performance, investigating issues, and coordinating solutions between merchants, internal teams, and acquiring partners to keep transactions running smoothly.

Key Responsibilities: • Monitor merchant approval rates, spot deviations, investigate root cause (issuer declines, routing, gateway/vendor limitations) and drive resolution with vendors and partners • Triage company-wide alerts in the Telegram monitoring channel; use Grafana and gateway knowledge to assess severity and escalate to the right people • Support KAMs with provision on merchant/shop configuration: country restrictions, limits, enabled payment method • Handle first-line merchant queries on transactions (decline reasons, final status) using a solid grasp of the transaction lifecycle and acquiring flow • Run routine website/checkout health checks: site availability, working payment page, correct currency availability