Position Summary:

• The Activations & Support Representative is responsible for driving new merchant go-live outcomes and providing inbound support across the UK customer base. This is a commercially minded, merchant-facing role focused on converting approved merchants into actively transacting customers. The role also performs merchant system configuration and handles inbound support queries, backing up the Integrations & Configurations Representative as required
• This role is the primary point of contact for UK merchants from the moment their application is approved through to their first successful transaction and beyond.

Primary Responsibilities:

• Activations
  • Own the go-live monitoring window for all newly approved UK merchants, from application approval through to first successful transaction.
  • Contact each newly approved UK merchant weekly for up to four weeks from their expected go-live date, per the Activate SOP.
  • Proactively re-engage merchants who have not transacted within the monitoring window — identify barriers, restate value proposition, and motivate action.
  • Document all merchant contact attempts, delay reasons, and outcomes accurately in HubSpot.
  • Trigger the Activate pipeline process where required and coordinate handoff to the assigned sales owner.
  • Maintain visibility of the Pending Go Live pipeline and escalate stalled merchants to the Regional Sales Leader as appropriate.
  • Build rapport with UK travel industry merchants — understand their business context, transaction volumes, and seasonal patterns.

• Merchant Configuration
  • Complete Virtual Terminal (VT), Mint Protect, and Pay by Bank (APM) system configuration for newly approved merchants as required.
  • Assist with IPG/Amex Direct MID configuration under guidance from the Integrations & Config Representative.
  • Verify configurations are complete and accurate using the standard post-setup checklist.

• Inbound Support
  • Handle inbound UK support tickets — email, phone, and web form — across all categories including transactions, user admin, billing, hardware, and onboarding queries.
  • Triage inbound tickets and resolve at L1/L2 level where within scope; escalate to the Australian L2/L3 team as appropriate.
  • Maintain response SLAs and update ticket status accurately in HubSpot.
  • Support compliance reviews in collaboration with the Risk and Compliance team.

Key Tasks:

Required Skills & Experience:

• 2–4 years of experience in a customer-facing role — account management, customer success, or outbound support strongly preferred.
• Demonstrated ability to conduct proactive outbound engagement — comfortable initiating calls and emails, handling objections, and motivating action.
• Commercially aware — able to understand merchant TTV targets, identify underperformance, and have a constructive conversation about it.
• Strong written and verbal communication skills in English — warm, professional, and confident with UK-based merchants.
• Experience with HubSpot or equivalent CRM — activity logging, pipeline management, ticket handling.
• Familiarity with payments platforms, virtual terminals, or fintech products desirable — willingness to learn is essential.
• Ability to work independently, manage a high volume of concurrent merchant relationships, and prioritise effectively.
• Comfortable working UK business hours (2:00 AM – 11:00 AM PHT).

Qualifications & Other Requirements:

• Relevant tertiary education or equivalent job experience.
• NBI Clearance (or equivalent) required — role involves access to sensitive merchant financial data.
• Positive reference from a previous employer required.

Success Measures:

Performance will be assessed across the following indicators at 30, 60, and 90 days: