Merchant Support Specialist

November 5

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Loop

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛍️ eCommerce

☁️ SaaS

🏢 Enterprise

💰 $65M Series B on 2021-07

Description

• Our merchants are the heart and soul of our business, and the Merchant Success Team at Loop exists to optimize the value of the Loop partnership to their business. This begins with the merchant onboarding experience and continues through ongoing support and strategic account management. • As a Merchant Support Specialist at Loop, you are the voice for our brand, product, and philosophy. Through empathy and attention to detail, you will work with our merchants to answer questions, anticipate needs, and troubleshoot issues that arise. • Right away, we’ve listed what we think you’ll be spending your time on.  We’re growing fast, and growth means the challenges we’ll work on together will change as we lead Loop through new and different phases. • This is an indispensable role with us, so we’ll be looking for you to have examples of when you’ve tackled these challenges throughout your career.  We’ve laid out the experience we think is important to set you up for success in this role.  But, we appreciate that different humans will solve problems in different ways, so we don’t expect you to fit exactly in a box of requirements. • At Loop, we believe that flexibility and choice are what allow you to do your best work. With our Blended Working Environment, you have options ranging from joining our HQ office (in Columbus, Ohio), opting into a Hub (a location with 4+ team members), or staying totally secluded (our version of remote). Our team is spread across the United States, select provinces in Canada (Ontario & British Columbia), and the United Kingdom. This role will be fully remote based in the UK.

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. • If you’ve used programs like Front, JIRA, Notion, HubSpot, Salesforce, and Slack before, that’s a plus for us. • We would especially love it if you have worked in B2B SaaS, ecommerce, or with Shopify in the past. • Bonus points if you have experience troubleshooting API integrations, basic knowledge of SQL, or basic knowledge of web development using HTML, CSS, or JavaScript