Senior Merchant Experience Agent

Summary

Join Sezzle's Merchant Experience Team as a Senior Merchant Experience Agent and thrive in a dynamic, fast-paced environment. Oversee and assist Account Management and Merchant Support tasks, working with phone and ticket queues from partnered merchants to ensure successful onboarding and satisfaction. Measure NPS reviews and scores, collaborate with management on tasks and projects, and track and manage KPIs. The ideal candidate possesses proven B2B support or account management experience, excellent communication skills, and intermediate to advanced computer skills. Relentless high standards, unconventional thinking, and a results-oriented approach are essential. Sezzle offers a unique and rewarding work culture.

Requirements

• Proven work experience or interest with Business to Business support and/or account management
• Experience in a customer service setting
• Excellent communication and listening skills
• Intermediate to advanced computer skills
• Ability to adapt to changes in product and procedures

Responsibilities

• Overseeing and working phone and ticket queues from our partnered merchants
• Working with Merchant Accounts to ensure successful onboarding and satisfaction
• Ensuring Merchant satisfaction and measuring NPS reviews and scores
• Work with management to complete tasks and projects assigned
• Work with management to track and manage/improve KPI’s

Preferred Qualifications

• Experience with ZenDesk (chat, tickets and phone)
• Experience with Salesforce and Salesloft
• 1-3 years of experience with Business to Business support/communication