Loop

Manager, Merchant Support

Loop

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $74,800 - $112,200 per year

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
KPI trackingescalation managementreporting systemsoperational dashboardsworkforce planninghiring strategyworkflow optimizationAI tooling adoptionautomation
Soft Skills
leadershipcommunicationstrategic thinkingteam developmentaccountabilityinclusivityproblem-solvingcollaboration