Merchant Support Specialist

Summary

Join Loop as a Merchant Support Specialist and be the voice for our brand, product, and philosophy. You will work with merchants to answer questions, anticipate needs, and troubleshoot issues that arise.

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