Manager, Merchant Support

Role Overview

• Lead and develop the Merchant Support team, setting clear performance expectations and accountability standards.
• Foster a high-performance, inclusive team culture by setting clear expectations, modeling company values, promoting open communication and accountability, and investing in team development and engagement.
• Define, track, and evolve KPIs across SLA, CSAT, quality, and efficiency.
• Drive workforce planning, hiring strategy, and coverage planning.
• Establish scalable processes that allow the team to grow efficiently while maintaining high-quality merchant experiences.
• Own the end-to-end escalation framework, ensuring high-impact merchant issues are resolved quickly and transparently.
• Partner closely with Product and Engineering to influence sprint planning and roadmap prioritization.
• Enforce and build on prioritization frameworks grounded in merchant impact.
• Represent the voice of the merchant in cross-functional planning discussions.
• Serve as the escalation point for your team members with merchants when necessary.
• Oversee queue strategy, volume forecasting, and workflow optimization within Front, our support email management tool.
• Lead the evolution of AI tooling adoption and automation within Support.
• Ensure ongoing Help Center maintenance in partnership with Product Marketing as the product evolves.
• Maintain oversight of feature flags, configuration changes, carrier overrides, and operational edge cases.
• Build and maintain structured KPI tracking systems and documentation within Google Workspace.
• Partner with Accounts and Onboarding leadership to align on shared merchant outcomes and improve how Loop supports merchants at scale.
• Surface recurring friction points and drive systemic improvements with Product and Engineering teams.
• Monitor merchant feedback channels, including app store reviews, and translate insights into action.

Requirements

• 5+ years in SaaS support, customer operations, or merchant-facing roles.
• 3+ years of people management experience, ideally leading managers or senior ICs.
• Proven experience in influencing Product and Engineering prioritization.
• Strong understanding of escalation management and structured prioritization frameworks.
• Experience with: Front or similar help desk platforms, Salesforce or similar CRM systems, JIRA or equivalent ticketing/project management tools, and Google Workspace (Docs, Sheets, Slides).
• Demonstrated ability to build reporting systems and operational dashboards.
• Excellent written and verbal communication skills.
• Strategic thinker who can also operate tactically when needed.
• Experience scaling teams in fast-paced, high-growth environments.

Benefits

• medical, dental, and vision insurance
• flexible PTO
• company holidays
• sick & safe leave
• parental leave
• 401k
• monthly wellness benefit
• home workstation benefit
• phone/internet benefit
• equity