The Payments Product Support Specialist assists customers in integrating Approvely’s payment platform, troubleshooting issues, and providing technical support to the sales team.
This is a remote position.
About ApprovelyApprovely is a fast-growing payment processing platform serving the online gaming industry. We provide compliance-driven solutions that help businesses process payments seamlessly while navigating complex regulatory requirements. As we scale, we are looking for a Payments Product Support Specialist to bridge the gap between our customers, sales team, and engineering.
We are seeking a highly knowledgeable and technically proficient Payments Product Support Specialist who understands the payments industry, including payment processing flows, chargebacks, fraud prevention, KYC (Know Your Customer) compliance, and authorization rates. This individual will be responsible for assisting customers as they integrate our platform into their mobile apps or websites, troubleshooting issues, and ensuring a seamless experience. Additionally, they will support the sales team by serving as a sales engineer, answering technical questions about Approvely’s capabilities, payment methods, and system functionality.
RequirementsResponsibilities
Customer Integration Support
- Serve as the primary point of contact for customers integrating Approvely’s payment platform into their mobile apps or websites.
- Provide expert guidance on integration best practices, including Webhooks, transaction processing, and settlement workflows.
- Troubleshoot errors and technical issues related to payment processing, escalating to engineering when necessary.
- Assist customers in configuring Apple Pay, Google Pay, and alternative payment methods.
- Explain how transactions are authorized, settled, and displayed in dashboards.
- Support customers in optimizing authorization rates and reducing transaction failures.
- Act as an internal technical resource for the sales team, addressing customer inquiries during the sales process.
- Answer questions related to system capabilities, payment flows, MCC codes, fraud prevention, KYC validation, and chargeback management.
- Provide recommendations on how 3DS authentication impacts transactions based on integration setup.
- Explain the impact of transaction fees and how to configure settings to prevent unnecessary fees for customers.
- Maintain a deep understanding of the payments ecosystem, including card networks, acquiring banks, gateways, and compliance requirements.
- Stay informed on authorization processes, risk mitigation strategies, and best practices for fraud prevention.
- Assist in identifying trends in customer issues and work with product and engineering teams to improve platform functionality.
- 3+ years of experience in the payments industry, working in a technical support, integration, sales engineering, or product support role.
- Strong technical understanding of payment processing, card authorization flows, Webhooks, and API-based integrations.
- Experience with chargeback management, KYC, fraud prevention, and player validation processes.
- Ability to troubleshoot technical errors and guide customers through integration challenges.
- Strong communication skills with the ability to translate technical concepts to non-technical stakeholders.
- Experience working with developers and engineering teams to escalate and resolve complex technical issues.
- Familiarity with merchant category codes (MCCs), 3DS authentication, and alternative payment methods (Apple Pay, Google Pay, etc.).
- Previous experience in a B2B fintech or payments company, ideally in the high-risk or gaming industry.
- Familiarity with API documentation, SDKs, and payment gateway integrations.
- Understanding of transaction routing, authorization optimization, and risk management strategies.
BenefitsWhy Join Approvely?
- Be part of a high-growth fintech company solving real challenges in online gaming payments.
- Work with a talented, fast-moving team that values collaboration, innovation, and execution.
- Have a direct impact on improving customer experiences and influencing product development.
- Competitive salary, benefits, and the opportunity to grow within the company.
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