Senior Merchant Onboarding Specialist
Paysafe is seeking a Senior Merchant Onboarding Specialist to take ownership of merchant onboarding and operational cases across multiple Paysafe products, ensuring timely and accurate resolution. The role involves investigating issues thoroughly, identifying root causes, and driving cases to completion by engaging the right stakeholders.
This position requires monitoring workload, SLA performance, and case traceability, proactively identifying risks, bottlenecks, and improvement opportunities. The specialist will act as an escalation point for challenging operational cases, coordinating cross-functional support where required. They will also build effective relationships with internal stakeholders and communicate updates, risks, and recommendations clearly and proactively. Furthermore, the role contributes to the continuous improvement of operational processes, controls, and documentation, supports audit, compliance, and reporting activities, and participates in cross-functional projects and operational enhancements. Analyzing trends and recurring issues to propose practical solutions that improve efficiency, quality, and customer experience is also a key aspect of this role.
- Take ownership of merchant onboarding and operational cases across multiple Paysafe products, ensuring timely and accurate resolution.
- Investigate issues thoroughly, identify root causes, and drive cases to completion by engaging the right stakeholders.
- Monitor workload, SLA performance, and case traceability, proactively identifying risks, bottlenecks, and improvement opportunities.
- Act as an escalation point for challenging operational cases, coordinating cross-functional support where required.
- Build effective relationships with internal stakeholders and communicate updates, risks, and recommendations clearly and proactively.
- Contribute to the continuous improvement of operational processes, controls, and documentation.
- Support audit, compliance, and reporting activities by ensuring accurate records and operational transparency.
- Participate in cross-functional projects, product initiatives, and operational enhancements across the business.
- Analyze trends and recurring issues, proposing practical solutions that improve efficiency, quality, and customer experience.
- Experience in merchant onboarding, payments operations, KYC/KYB, or a similar operational role within fintech, payments, or financial services (required).
- Working proficiency in English and German, with the ability to participate in internal business discussions in both languages (required).
- Strong analytical and problem-solving skills, with the ability to investigate complex issues and identify root causes (required).
- A proactive, self-starter mentality with a willingness to take ownership and drive matters to resolution (required).
- Excellent stakeholder management and communication skills, with confidence working across multiple teams and functions (required).
- Experience managing competing priorities while maintaining high levels of accuracy and attention to detail (required).
- A continuous improvement mindset and the confidence to challenge inefficiencies and suggest better ways of working (required).
- Strong understanding of operational controls, SLA management, and case lifecycle management (required).
- Ability to work independently while contributing positively to team goals and collaboration (required).
- The opportunity to write the history of a leading and growing multinational company.
- Tailor-made training and ongoing development to help you enhance your skills in the field of online payments.
- Multiple career progression opportunities in a dynamic in-house business.
- Environment where product expertise, professional and personal commitment are rewarded.
- Competitive remuneration and social benefits package (25 days annual paid leave, 4 days paid volunteering time a year through our Paysafe Giving initiative, health insurance, sports card, team events, company discounts, variety of soft skills, business and technical training programs).
- Fun and collaborative working atmosphere.
- Flexible working model - employees are expected to work from home and spend an average of three days a week at the Sofia office as part of the hybrid work model.
Paysafe is a global payments platform powering the experience economy, with a strong focus on the iGaming, video gaming, e-commerce, retail, travel and hospitality sectors. With 30 years of expertise in payment technology, Paysafe helps businesses and consumers lift every experience through seamless, secure payment solutions, including card payments, digital wallets such as Skrill, eCash solutions like PaysafeCard, and a suite of local payment methods. With approximately 2,900 employees across 12 countries and annualized transactional volume of $167 billion in 2025, Paysafe connects people and businesses worldwide through innovative digital payment experiences.