Merchant Support Lead at Bumpa

We’re looking for a customer-focused problem solver to lead our support team and help us build processes, field requests, troubleshoot issues and take our merchant experience to the next level. This role will award you the autonomy you need to make an incredible impact at Bumpa. With requests coming in at all hours, our Merchant Support team acts as our first line of defence, interacting directly with merchants and working closely with our internal teams to deliver on our brand promise and ensure the needs of our merchants are met. 

It’s important to note that you will be the voice of our merchants, and it’s your responsibility to ensure that their voices are heard every step of the way. If you are hard-working, empathetic, solutions-oriented, and ready to jump into the startup world, then this is the job for you. 

What you’ll be doing

• Act as the voice of our merchants internally to Bumpa
• Grow and Lead our Merchant Support team, who are the first point of contact for all our merchants via email and live-chat
• Recruit, train, retain, develop and hold accountable our Merchant Support team
• Act as a mentor and provide oversight, coaching, and training to the merchant support team 
• Manage and monitor support queues to ensure assigned tickets are attended to and resolved within standard SLA's
• Work collaboratively with our Merchant Success, Community Engagement, Product Growth and Engineering teams to ensure merchant success.
• Evaluate merchant feedback and communicate insights to other internal teams, including marketing, product, and engineering, to optimize merchant experience
• Develop processes while we grow the team - be directly involved in responding, troubleshooting, and resolving merchant issues in a timely and positive manner by mastering and using all available systems such as Freshdesk, Freshchat, Slack, etc.
• Measure and lead improvement around merchant engagement, execution and responsiveness
• Provide a feedback loop to product, engineering and merchants on resolved and in-progress queries.
• Build and maintain How-To and Knowledge articles for merchants and support team members
• Assist in the creation of the team KPIs as well as monitor and report on results weekly 
• Evaluate and analyze Bumpa support trends weekly and report same weekly/monthly/quarterly

Qualifications

An Ideal Candidate:

• Bachelor's degree in any related field
• 2-3 year of experience in Customer Support/Technical Support/Contact center role
• Passion for merchant experience - you are highly responsive with a customer first mentality
• Strong problem-solving, Critical thinking and organization skills
• Abl to multi-task efficiently under time pressure
• You are a people leader with experience leading support teams and culture
• You are innovative, love dealing with ambiguity, have strong problem-solving capabilities and enjoy establishing processes and procedures
• Love being the first line of support and troubleshooting issues
• Self-starter, entrepreneurial, proactive, hungry, passionate, tech-savvy, & quick to learn
• Strong analytical skills to investigate and resolve merchant support tickets 
• Strong interpersonal and communication (both verbal and written) skills You’re able to explain concepts clearly, concisely and empathetically
• Experience using Freshdesk, CRM tool, Slack, and Google Suite is a plus
• Interested in building a career with a growth-oriented company
• Flexibility in work schedule

Additional Information

What’s in it for you?

• Competitive salary
• Paid annual leave
• Full extended medical benefits
• A supportive and collaborative internal culture
• Diverse, smart, and talented co-workers
• Collaborative, fun work environment where laughing and learning go together
• Growth opportunity to same and other roles