Hybrid Bilingual Merchant Success Analyst

at ZERORISK

• Job title: Bilingual Merchant Success Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Cyber Security
• Location requirements: Hybrid, Longford, Ireland

About the role

• Merchant Success Analyst providing support to merchants for PCI compliance validation through phone, email, and chat. Engaging merchants and helping them navigate compliance processes and security tools.

Responsibilities

• Serve as the primary point of contact for merchants seeking help with PCI compliance validation and platform usage.
• Respond to inbound merchant inquiries across phone, email, and chat with professionalism, patience, and accuracy.
• Guide merchants through PCI workflows, including SAQs, required steps, and validation status.
• Provide clear, non-technical explanations of compliance requirements, timelines, and platform notifications.
• Assist with basic ASV scan execution steps, such as initiating scans and checking status.
• Support foundational onboarding and usage of cybersecurity tools offered through ZeroRisk.
• Accurately document all merchant interactions in the ticketing system and route issues appropriately when escalation is required.
• Escalate technical, ASV-related, or advanced risk questions to Merchant Technical Services following defined processes.
• Participate in quality reviews, coaching, and continuous improvement efforts.

Requirements

• Bilingual or multilingual proficiency in any of the following languages: French, German, Polish, Czech, Spanish.
• Experience in a customer-facing support, service, or operations role.
• Strong verbal and written communication skills.
• Ability to explain complex or unfamiliar topics in clear, simple language.
• Comfort working with structured workflows, scripts, and systems.
• Strong attention to detail and commitment to accuracy.
• Reliability, professionalism, and a customer-centric mindset.
• Experience supporting customers across phone, email, and chat channels.
• Comfort working in a fast-paced, metrics-driven environment.
• Interest in cybersecurity, compliance, or technology-enabled services.

Benefits

• Global Growth Opportunity: You’re joining at an early stage as the company scales internationally.
• Career Progression: This role builds foundational skills that lead to technical, senior, or specialized roles.
• Learning & Development: Ongoing training in PCI compliance, cyber risk, and security tooling.
• Meaningful Impact: Your work directly helps merchants protect their businesses and meet regulatory requirements.
• Collaborative Environment: Work with teams across Customer Operations, Technical Services, and Customer Success.