Jobs at Bumpa

If you join us, expect to make business decisions, onboard new merchants, build relationships with new and existing merchants and expand accounts. You will be responsible for delivering an extraordinary client experience for our new and existing merchants.

Your efforts will ensure that customers subscribe, adopt, embrace and expand the use of our app. We’re looking for self-motivated, hard-working individuals with a track record in Customer success/Account management roles in the B2B/SaaS space. We offer an exciting role in a fast-paced and fun SaaS company!

What you’ll be doing

• Manage and track assigned paying mechant growth.
• Be a trusted advisor for assigned merchants, know their business and competitive landscape and champion how Bumpa can help their business succeed.
• Collaborate internally with a team of Merchant success managers to drive engagement and retention across our entire merchant base.
• Nurture and engage assigned merchants through proactive outreach and other tactics, such as hosting webinars and creating email campaigns
• Managing merchant escalations from our Support and Community engagement teams to deliver best practice solutions and guidance and walking customers through problem-solving processes.  

Managing the overall Merchant relationship by:

• Coaching merchants to grow their business by partnering with them on goal development and providing tailored recommendations to achieve those goals
• Identifying areas for improvement, including opportunities for product adoption and driving the implementation of  Bumpa new features.
• Collaborating with internal Bumpa teams to recommend, plan, and coordinate, ensuring the merchant receives the best possible experience
• Being our merchant's internal advocate via escalating their needs and requests to product teams and ensuring their feedback is actioned.
• Ensuring quality data and information on our merchants is up to date in our CRM: Forecast and track key account metrics (e.g. total weekly merchant revenue, subscription status, number of orders, etc).
• Obtaining merchant feedback and identifying problem areas before they become major issues
• Preparing reports on account status
• Any other task or project assigned by your Line Manager

Qualifications

• Bachelor's degree in any related field
• Strong technical knowledge
• Critical thinking and organization skills
• 2-3 year of experience in Customer Success/account management role
• Self-starter, entrepreneurial, proactive, hungry, passionate, tech-savvy, & quick to learn
• A desire to work closely with customers in sometimes tough situations
• Strong interpersonal and communication skills (both verbal and written). You're able to explain concepts clearly and concisely
• Experience using Freshdesk, CRM tool, Slack, and Google Suite would be an advantage. 
• Excited to pursue revenue retention and customer health targets that will fuel Bumpa’s growth.
• Able to build client relationships quickly Experience with process design and improvement
• Interested in building a career with a growth-oriented company

Additional Information

• 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

go to method of application »

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