Remote Merchant Support Specialist

Summary

Join the Merchant Success Team at Loop as a Merchant Support Specialist and optimize the value of the Loop partnership to merchants through onboarding, support, and strategic account management.

Requirements

• You have at least two years making an impact in a customer or merchant support role, and are often referred to as the go-to product expert on your team
• You have previously worked in a role that was second or third shift, and you are comfortable working non-standard hours
• Communication is your jam - you should impress others with your style, thoroughness and frequency of communication through documentation, email, call, video – you name it!
• Even the smallest of details don’t pass by you, and organization and project management are some of your superpowers
• You have examples of how you have created exceptional partnerships with your customers, and quickly became one of their favorite people to work with because of your commitment to creatively fulfilling their needs
• You’re a problem solver that remains unshaken in a fast-paced environment
• You’ve made your role better than you found it by proactively creating and continuously improving expectations, processes and documentation
• You’re excited to share some concrete examples of how you’ve rolled up your sleeves to learn something new

Responsibilities

• Use your Loop product expertise and rapport-building talent to deliver best-in-class service and support to our community of merchants, primarily via email, and by phone call when necessary
• Interact with merchants to provide and process information in response to inquiries, concerns, and requests about our product
• Act as the first line of support to troubleshoot, diagnose, and identify software issues with empathy and a positive attitude
• Escalate unresolved issues and provide detailed documentation to the appropriate team internally for further triaging, and ensure merchants are updated on where they stand
• Prioritize determining the root cause of our merchants’ issues by leading with curiosity and asking the right questions to analyze their symptoms
• Keep merchants productive and loving Loop by offering creative solutions when needed
• Guarantee our merchants always know where they stand at all times by providing clear expectations in accordance with our service level agreements (SLAs)
• Stay current with Loop system information, changes, updates, integrations, and competitors in the industry - did we mention we’re growing fast?
• Contribute to internal and merchant-facing documentation so that our community always has the most up-to-date information about our product and its capabilities
• Make Loop better by talking to merchants constantly to gather their feedback on our product
• Serve as the Voice of the Customer by sharing and prioritizing product feedback and themes to our Product and Engineering teams

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Flexible PTO
• Company holidays
• Sick & safe leave
• Parental leave
• 401k
• Monthly wellness benefit
• Home workstation benefit
• Phone/internet benefit
• Equity