Bumpa Expert - Onboarding Associate at Bumpa

The Bumpa Expert – Merchant Onboarding Associate plays a mission-critical role in helping new merchants get started and succeed early on Bumpa. You are the first product success partner a merchant interacts with after subscribing.

Your goal is to help merchants set up confidently, automate operations, launch faster, and reach their first “Aha!” moment, a stage where they start processing orders, collecting payments and depend on Bumpa for their daily smooth operations.

This role sits at the centre of merchant success and product enablement. You’ll help merchants connect business tools, configure settings, troubleshoot onboarding blockers, and guide merchants through technical steps, and implement best practice workflows to reduce time-to-value (TTV).

If you love solving problems, simplifying technical processes, and using data + product intelligence to deliver merchant success, this role is for you.

Job Details

• Onboarding & Support: Proactively guide and nurture new merchants through the onboarding process via phone calls and email, ensuring a positive first experience with Bumpa.
• Trusted Advisor: Become a trusted advisor for assigned merchants. Understand their business, competitive space, and champion how Bumpa can help them succeed.
• Consultative Selling: Uncover customer needs and pain points, demonstrating how Bumpa's solutions can add value to their business.
• Teamwork: Collaborate internally with a team of Merchant Success managers to drive engagement and retention across the entire merchant base.
• Merchant Advocate: Be your merchant's internal advocate by escalating their needs and requests to product teams and ensuring their feedback is actioned.
• Proactive Problem Solving: Identify potential problem areas before they become major issues.
• Performance Tracking: Maintain accurate records of your activities and contribute to team success by meeting and exceeding sales and successful onboarding goals.
• Customer Service Excellence: Maintain consistently high standards in handling customer calls.
• Additional Responsibilities: Be prepared to take on any other tasks or projects assigned by your Line Manager.

Requirements

• Bachelor's degree in any related field
• 2-3 years of experience in a customer service/onboarding role (B2B preferred)
• Proficiency in cold calling techniques and email outreach
• Self-starter, entrepreneurial, proactive, hungry, passionate, tech-savvy, & quick to learn in a fast-paced environment
• Excellent communication and interpersonal skills, with the ability to build rapport with customers
• Strong understanding of consultative selling techniques and building value propositions.
• A desire to work closely with customers in sometimes tough situations
• A passion for providing exceptional customer service and exceeding expectations.
• Strong data analysis skills with a commitment to meeting and exceeding performance metrics
• Experience using Freshdesk CRM tool, Slack, and Google Suite would be an advantage