Customer Service and Merchant Support Specialist

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work , offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally. Job Responsibilities : This position responsible for supporting end-to-end merchant operations, ensuring compliance with regulatory requirements, and delivering high-quality support to merchants and customers. The role serves as a key operational liaison across Business Development, Risk, Compliance, Product, Engineering, and Operations teams to support merchant onboarding, payment operations, fraud management, complaint handling, and ongoing merchant support. This position plays an important role in ensuring compliance with Bank of Thailand (BOT) regulatory expectations, including merchant due diligence (KYM/KYC), customer and merchant support, fraud prevention activities, Central Fraud Registry (CFR) obligations, and operational governance. The role also contributes to process improvement initiatives, operational efficiency, and the continuous enhancement of merchant experience and service quality. Key Responsibilities 1. Merchant Support & Customer Operations Serve as the primary point of contact for merchants by managing inquiries, operational issues, and escalations, ensuring timely and effective resolution. Support payment-related matters, including transaction inquiries, disputes, refunds, chargebacks, and settlement-related issues. Monitor, track, and follow up on merchant cases to ensure resolution within agreed service levels. Deliver high-quality support to merchants and customers while maintaining communication standards and service excellence aligned with regulatory expectations. Analyze recurring operational issues, identify root causes, and recommend process improvements to enhance service quality and efficiency. Conduct reviews of merchant websites and business information to support onboarding, operational verification, and ongoing merchant monitoring activities. Verify merchant EDC terminal installation locations and collaborate with relevant stakeholders to ensure deployment records remain accurate and up to date. 2. Merchant Onboarding & Business Support Support merchant onboarding activities and ensure operational readiness prior to merchant activation. Collaborate with Business Development and Partnership teams to facilitate merchant onboarding requirements and ongoing operational support. Coordinate the collection and verification of KYM/KYC documentation in accordance with regulatory and internal requirements. Provide merchants with operational guidance and support regarding payment acceptance processes, products, and services. Assist in resolving onboarding-related issues to ensure a seamless merchant implementation experience. 3. Risk, Compliance & Fraud Support Work closely with Risk and Compliance teams to ensure merchant activities adhere to regulatory and internal policy requirements. Assist in the investigation of suspicious transactions by gathering information, coordinating with relevant stakeholders, and monitoring investigation progress. Support fraud prevention initiatives and daily fraud-related operational activities. Support Central Fraud Registry (CFR) processes, including data collection, information validation, case management, and stakeholder coordination. Maintain accurate records, documentation, and tracking logs for fraud cases, investigations, and regulatory requests. Contribute to compliance monitoring activities and support regulatory reporting requirements when required. 4. Product & Payment Channel Support Coordinate with Product and Engineering teams on payment channel integrations, merchant feedback, system enhancements, and operational issues. Support the day-to-day operation of payment channels and ensure issues are tracked through to resolution. Participate in User Acceptance Testing (UAT) and provide operational feedback to support product enhancements and new feature launches. Identify operational gaps and recommend solutions to improve merchant experience and service delivery. Assist in the rollout and operationalization of new payment products, services, and channels. 5. Process Improvement & Team Support Develop, maintain, and continuously improve Standard Operating Procedures (SOPs), workflows, and knowledge management resources. Drive operational efficiency through process enhancement initiatives and best practice implementation. Support team members in managing merchant cases, escalations, and operational challenges. Promote knowledge sharing and contribute to maintaining consistent service standards across the organization. Participate in projects and initiatives aimed at strengthening operational controls and service excellence. Required Qualifications Bachelor’s degree in Business Administration, Finance, Economics, Information Technology, or a related discipline. Minimum 3 years of experience in Merchant Support, Customer Service, Payment Operations, eCommerce, FinTech, Financial Services, or a related industry. Experience working with payment platforms, merchant acquiring services, or transaction operations is highly desirable. Strong understanding of payment processing, including transaction flows, refunds, disputes, chargebacks, and settlement processes. Proven experience working with cross-functional teams, including Business, Product, Engineering, Risk, Compliance, and Operations. Strong analytical and problem-solving skills with the ability to manage complex operational situations. Excellent communication and interpersonal skills in both Thai and English. Ability to manage multiple priorities, work independently, and perform effectively in a fast-paced environment. Willingnes