Merchant Support Representative

Merchant Support Representative Job Description

We’re on the lookout for a customer support professional with prior experience to deliver exceptional support for our growing network of retail partners in the U.S. In this role, you’ll build strong professional relationships and monitor the health of our retailers.

About You:

We need someone personable, tactful, and analytical. The ideal candidate is a natural problem-solver with excellent attention to detail. If you have great communication skills and can turn frustrated partners into satisfied ones, we want you. This position involves working closely with our Retailer Partners to maintain operational standards and develop scalable processes as we expand.

Responsibilities

Retail Partner Support:

– Provide top-notch support for our merchant base.
– Manage retailer requests on various topics including menu updates, order issues, product images, and device troubleshooting.
– Handle inbound and outbound calls to assist retailers and improve performance.
– Maintain records of interactions, process retailer accounts, and file documents.
– Report technical issues in detail and monitor progress toward resolution.
– Coordinate with Merchant Support Lead for marketing and holiday preparations.

Merchant Operations Support:

– Manage and update account information for merchant partnerships.
– Identify stores requiring outreach based on KPIs.
– Collect and input data for new menu preparation, product requests, and merchandise quality checks.
– Assist with administrative tasks and communicate resolutions to multiple departments.

Requirements:

– Position includes Saturday and Sunday shifts. Applicants must be available on those days.
– 1+ years experience in Customer Support/Success or Account Coordinator.
– Experience with CRM (Salesforce or related), support tools, and best practices.
– Extremely high attention to detail.
– Advanced typing speed (40+ WPM).
– Experience with records management and ability to track work throughout the day.
– Excellent communication skills, both verbally and in writing.
– Fluent in English.
– Technologically oriented with a high familiarity with keyboard shortcuts.
– Analytical and Data-Driven with the ability to determine trends and make data-driven decisions.
– Passion for technology and interest in mobile applications.
– Proven track record of meeting deadlines.

Bonus:

– Experience with Asana or other project management tools.
– Experience with Looker (or other BI platforms) and basic data analysis.
– Intermediate working knowledge of Excel (pivots, vlookups).
– Ability to manage large data sets and organize spreadsheets.

How to Apply:

To be considered for this position, please follow these steps:

1) Confirm Your Pay Expectations:
Please confirm that the expected pay of $11,520 per year / $960.00 per month USD aligns with your expectations. We appreciate transparency and want to ensure that both parties are on the same page from the beginning.

2) Availability for Saturday and Sunday Shifts:
Confirm your availability to work on Saturdays and Sundays. As this position includes weekend shifts, it’s crucial for us to know that this works for you.

3) Provide a Link to Your CV/Resume:
Attach a link to your updated CV/resume. This will help us better understand your professional background and qualifications.

4) Include Relevant Experience:
When applying, make sure to highlight your relevant experience in Customer Support/Success or Account Coordination. Share specific examples that showcase your skills and achievements in similar roles.

Note: Incomplete applications may not be considered. We encourage you to carefully review the job requirements and responsibilities before applying to ensure it aligns with your skills and availability.

We look forward to receiving your application!