Senior Merchant Onboarding Specialist

Paysafe is a global payments platform powering the experience economy, with a strong focus on the iGaming, video gaming, e-commerce, online trading, retail, travel and hospitality sectors. With 30 years of expertise in payment technology, Paysafe helps businesses and consumers lift every experience through seamless, secure payment solutions, including card payments, digital wallets such as Skrill, eCash solutions like PaysafeCard, and a suite of local payment methods. With approximately 2,900 employees across 12 countries and annualized transactional volume of $167 billion in 2025, Paysafe connects people and businesses worldwide through innovative digital payment experiences.

What to expect:

• Take ownership of merchant onboarding and operational cases across multiple Paysafe products, ensuring timely and accurate resolution
• Investigate issues thoroughly, identify root causes, and drive cases to completion by engaging the right stakeholders
• Monitor workload, SLA performance, and case traceability, proactively identifying risks, bottlenecks, and improvement opportunities
• Act as an escalation point for challenging operational cases, coordinating cross-functional support where required
• Build effective relationships with internal stakeholders and communicate updates, risks, and recommendations clearly and proactively
• Contribute to the continuous improvement of operational processes, controls, and documentation
• Support audit, compliance, and reporting activities by ensuring accurate records and operational transparency
• Participate in cross-functional projects, product initiatives, and operational enhancements across the business
• Analyze trends and recurring issues, proposing practical solutions that improve efficiency, quality, and customer experience

To be successful you need to have:

• Experience in merchant onboarding, payments operations, KYC/KYB, or a similar operational role within fintech, payments, or financial services
• Working proficiency in English and German, with the ability to participate in internal business discussions in both languages
• Strong analytical and problem-solving skills, with the ability to investigate complex issues and identify root causes
• A proactive, self-starter mentality with a willingness to take ownership and drive matters to resolution
• Excellent stakeholder management and communication skills, with confidence working across multiple teams and functions
• Experience managing competing priorities while maintaining high levels of accuracy and attention to detail
• A continuous improvement mindset and the confidence to challenge inefficiencies and suggest better ways of working
• Strong understanding of operational controls, SLA management, and case lifecycle management
• Ability to work independently while contributing positively to team goals and collaboration

We offer in return:

• The opportunity to write the history of a leading and growing multinational company
• Tailor-made training and ongoing development to help you enhance your skills in the field of online payments
• Multiple career progression opportunities in a dynamic in-house business
• Environment where product expertise, professional and personal commitment are rewarded
• Competitive remuneration and social benefits package (25 days annual paid leave, 4 days paid volunteering time a year through our Paysafe Giving initiative, health insurance, sports card, team events, company discounts, variety of soft skills, business and technical training programs)
• Fun and collaborative working atmosphere
• Flexible working model - we encourage our employees to embrace our flexible working approach. You will be expected to work from home and spend an average of three days a week at our Sofia office as part of our hybrid work model

Are you ready to take your career to the next level? Join our team that is inspired by a unified vision and propelled by passion.

Send your CV in English.
Only shortlisted candidates will be contacted for an interview.

Wondering how our interview process looks like now? Learn more here: https://bit.ly/paysafeinterviews

Equal Employment Opportunity
Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments, please let us know. We will be happy to help and look forward to hearing from you.