Bilingual Merchant Success AnalystMerchant Success | Customer OperationsAbout UsZeroRisk is a fast-growing B2B SaaS company focused on reducing cyber risk across the payment ecosystem.We help merchants understand and remediate security and compliance gaps, while also enabling merchant service providers, acquirers, and banks to assess and manage risk across their entire merchant portfolios. Through our Merchant Management Platform, ZeroRisk combines PCI compliance validation, cyber risk monitoring, and security tooling to turn fragmented security requirements into a coordinated, scalable program.For merchants, we provide clear guidance, practical remediation paths, and trusted support. For our customers, we deliver portfolio-level visibility and operational confidence — helping them protect their brands and reduce risk at scale.The OpportunityWe are hiring Merchant Success Analysts to serve as the frontline support team for merchants using the ZeroRisk platform to complete PCI compliance validation, understand cyber risk signals, and engage with cybersecurity tools.This is an individual contributor role focused on direct merchant interaction across phone, email, and chat. You will guide merchants through required compliance steps, answer questions clearly and accurately, and help merchants make steady progress toward completion.This role is also the starting point of a much larger growth story. As ZeroRisk continues to scale globally, Merchant Success Analysts gain foundational experience that opens pathways into senior support roles, technical specializations, customer success, and cybersecurity-focused careers.What You'll Do· 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.About You: Must Haves· 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.Strongly Preferred· 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.Success Looks Like· Merchants feel supported, informed, and confident throughout the compliance process.· The majority of merchant inquiries are resolved accurately at first contact.· Tickets are documented clearly and routed correctly when escalation is required.· CSAT and quality scores consistently meet or exceed expectations.· Merchants make steady progress toward compliance validation milestones.· You continue to grow in knowledge, capability, and responsibility over time.Why Join ZeroRisk· 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.Compensation & BenefitsCompetitive compensation package, with benefits and growth opportunities aligned to role and experience. Details will be shared early in the process.How to ApplyIf you enjoy helping people, learning new domains, and want to build a career in a fast-growing global cybersecurity company, we'd love to hear from you.Apply now and start your journey with ZeroRisk.