Payments Support Specialist

MADFIN is a London-based fintech company with a mindful approach to financial services. Operating under an FCA-approved Electronic Money Institution (EMI) licence, we provide card acquiring solutions for fast-growing businesses. We are looking for a Payments Support Specialist to join our growing team. You will be the first line of support for our acquiring operations, monitoring payment performance, investigating issues, and coordinating solutions between merchants, internal teams, and acquiring partners to keep transactions running smoothly.

Key Responsibilities

• Monitor merchant approval rates, spot deviations, investigate root cause (issuer declines, routing, gateway/vendor limitations) and drive resolution with vendors and partners
• Triage company-wide alerts in the Telegram monitoring channel; use Grafana and gateway knowledge to assess severity and escalate to the right people
• Support KAMs with provision on merchant/shop configuration: country restrictions, limits, enabled payment method
• Handle first-line merchant queries on transactions (decline reasons, final status) using a solid grasp of the transaction lifecycle and acquiring flow
• Run routine website/checkout health checks: site availability, working payment page, correct currency availability
• Working knowledge of the acquiring business: transaction lifecycle, common decline/response codes, 3DS/SCA basics, Visa/Mastercard fundamentals
• Basic SQL and Postman for investigation
• Hands-on familiarity with a payment gateway (merchant/shop setup, routing, payment-method configuration)
• Comfortable reading monitoring dashboards (Grafana or similar) and interpreting alerts
• Clear, professional communicator who can explain technical issues to merchants, KAMs and vendors alike
• Ownership mindset; calm and structured during incidents
• Fluent English.
• Competitive salary based on your experience and contribution
• Excellent health insurance after successful completion of the probation period — including extensive medical coverage, mental health support, and dental care
• Additional paid Wellbeing Days — take time for your personal needs, health check-ups, or simply to recharge
• Hybrid work setup — flexible hours with a mix of in-office and remote work
• Friendly and collaborative team — we value transparency, initiative, and support each other
• Opportunity to grow together with the company and take on new responsibilities as we scale
• Startup environment where your voice matters and ideas turn into features fast
• Gifts from the company for work anniversaries and birthdays — because milestones matter, and we love celebrating them with you!