Merchant Support Specialist

About ClarityPay: We give businesses and their customers peace of mind by solving complex credit challenges with precision, speed, and intelligence, combining deep expertise with advanced technology, to simplify the experience and deliver better outcomes, every time. We're a fast‑growing fintech empowering enterprise merchants with smarter, more adaptive pay‑over‑time solutions. From point‑of‑sale financing to “Buy Now, Pay Later” programs and loyalty‑integrated offers, we’re building configurable credit tools that help businesses serve more of their customers. We value teamwork, clarity of purpose, and rigorous attention to data to drive action. We balance speed and excellence to deliver an exceptional customer experience. Role Overview: We’re looking for an experienced Merchant Support Specialist to own complex and escalated disputes across ClarityPay’s merchant and customer channels. Operating as a Level 2/Level 3 resolution specialist, you’ll be the senior point of contact for transaction-related concerns that frontline support can’t resolve on first touch - investigating disputed transactions, balancing merchant interests with customer experience, and driving each case to a fair, compliant, and timely outcome. This is a high-trust role at the intersection of Servicing, Risk, Compliance, and our merchant partners. You’ll bring sound judgment, a calm and empathetic manner under pressure, and the ability to turn individual disputes into insights that reduce friction for everyone. Key Responsibilities: Dispute Resolution & Case Investigation • Serve as the primary point of contact for escalated merchant and customer disputes and transaction-related concerns. • Investigate and analyze disputed transactions by gathering evidence from merchants, reviewing customer claims, and examining account and transaction history. • Reach fair, well-documented resolutions within defined service levels, applying ClarityPay policy and applicable regulatory requirements. • Handle the