Merchant Support Specialist

12 hours, 1 minute ago
Full-time
Junior
Customer and Technical Support
Loop Returns

Loop Returns

Loop Returns is a return management platform that revolutionizes the post-purchase experience, saving time and money for ecommerce brands while driving customer loyalty.

Internet Software & Services
51-250
Founded 2017
$125M raised

Description

  • Serve as the first line of support for merchant inquiries, concerns, and requests via email and phone when needed.
  • Troubleshoot, diagnose, and identify software issues with empathy and a positive attitude.
  • Escalate unresolved issues with detailed documentation to the appropriate internal team for triage.
  • Investigate the root cause of merchant issues by asking the right questions and analyzing symptoms.
  • Provide clear expectations and status updates to merchants in line with service level agreements (SLAs).
  • Contribute to internal and merchant-facing documentation to keep product information current and accurate.
  • Gather merchant feedback on the product and share themes with Product and Engineering teams as the Voice of the Customer.
  • Stay current on Loop system updates, integrations, competitors, and product changes.
  • Use product expertise and rapport-building skills to deliver best-in-class service and support to merchants.
  • Help improve processes and expectations by proactively identifying ways to make the role and support experience better.

Requirements

  • At least 2 years of experience in a customer or merchant support role.
  • Experience working in global companies and comfort with hours that may differ from peers.
  • Strong communication skills across documentation, email, phone, and video.
  • Excellent attention to detail, organization, and project management skills.
  • Proven ability to build strong customer partnerships and creatively fulfill customer needs.
  • Ability to solve problems and stay composed in a fast-paced environment.
  • Experience proactively improving expectations, processes, and documentation.
  • Willingness to learn new tools and systems quickly.
  • Experience with Front, JIRA, Notion, HubSpot, Salesforce, Claude, or Slack is a plus.
  • Background in B2B SaaS, ecommerce, or Shopify is especially preferred.
  • Bonus: experience troubleshooting API integrations.
  • Bonus: basic knowledge of SQL.
  • Bonus: basic knowledge of web development using HTML, CSS, or JavaScript.

Benefits

  • Remote work from the UK as part of Loop’s blended working environment.
  • Opportunity to work for a fast-growing company with a distributed team.
  • Chance to join a mission-driven company serving 5,000+ brands.
  • Career growth through exposure to new challenges and learning opportunities.
  • Opportunity to help shape the future of commerce and build lasting skills.

Interested in this position?

Apply directly on the company website

Apply Now

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