B2B Customer Service Specialist (Long-term Contract)

Location: Sunnyvale Employment Type: contract About the Role Our client, a global merchant payments and digital services provider, is looking for a customer-focused specialist for its Merchant Services & Support team. You’ll be the main point of contact for merchant clients: resolving their questions quickly, solving complex issues with internal teams, and building lasting client relationships.

What You’ll Do Client support: Answer merchant questions by phone, email, and live chat with accurate information and timely resolutions, staying professional and empathetic throughout Complaint resolution: Investigate and follow up on complaints, work with internal teams to find solutions, escalate critical issues, and keep clients updated Voice of the customer: Collect and analyze client feedback and pain points, and share insights and improvement ideas with senior management Client experience: Help design initiatives that raise satisfaction and loyalty, such as personalized engagement, educational resources, and process improvements, and anticipate client needs before they become problems What We’re Looking For 1+ year of client servicing or account management experience, ideally in payments, banking, or e-commerce marketplaces Understanding of payment processing, online marketplaces, and the regulations around them Results-driven and customer-focused, committed to exceeding expectations Excellent written and spoken English, able to explain complex topics simply Mandarin Chinese (spoken and written) highly desirable Adaptable, eager to learn, and proactive about solving problems Bachelor’s degree in Business Administration, Finance, Marketing, or a related field