The Manager, Merchant Support will lead Loop’s Support organization while serving as a strategic partner to the rest of Merchant Success, plus Product and Engineering. This is more than team management – you will define how Support scales at Loop.
You’ll own performance, escalation strategy, prioritization frameworks, and the systems that power our merchant experience. You’ll sit at the center of merchant impact, product execution, and engineering support prioritization, translating frontline insights into actionable improvements that shape our roadmap and improve overall merchant and customer experience.
Right away, we’ve listed what we think you’ll be spending your time on. We’re growing fast, and growth means the challenges we’ll work on together will change as we lead Loop through new and different phases.
This is an indispensable role with us, so we’ll be looking for you to have examples of when you’ve tackled these challenges throughout your career. We’ve laid out the experience we think is important to set you up for success in this role. But, we appreciate that different humans will solve problems in different ways, so we don’t expect you to fit exactly in a box of requirements.
At Loop, we’re intentional about the way we work so that we can do our best work. We call this our Blended Working Environment. We work from our HQ in Columbus, OH, or one of our Hub or Secluded locations, and are distributed throughout the United States, select Canadian provinces, and the United Kingdom. For this position, we are looking for a teammate located in the United States.
What You’ll Own: Support Strategy & Team Leadership
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.
What You’ll Own: Escalation & Product Influence
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.
What You’ll Own: Operational Excellence & Systems Optimization
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.
What You’ll Own: Cross-Functional Enablement
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.
Your Experience:
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.
Bonus if you have any of the following:
Ecommerce or Shopify ecosystem experience.
Experience leading support in a B2B SaaS company.
Familiarity with AI-driven support optimization.
Experience building escalation frameworks from scratch.
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Loop Story
Commerce should feel effortless. Every product adored, every order perfect, every customer loyal for life. But reality is messier: operations get tangled, margins grow thin, and trust is fragile. That’s where Loop steps in. We create confidence where commerce fails.
We started by fixing returns and exchanges. Today, we’re building a connected commerce operations suite — powering everything from order tracking to fraud prevention, with hundreds of innovations in between. Grounded in data and insight, our platform helps merchants make smarter decisions with every transaction. Over 5,000 of the world’s most loved brands trust Loop to turn cost centers into growth engines. Our mission is simple: protect margins, delight customers, and help merchants build businesses that last.
Life at Loop is rooted in our core values. We balance high empathy with high standards, knowing that work is better when we can show up authentically and resilience is built by facing challenges head-on. We expect you’ll grow quickly, learning skills that last far beyond your time here. Loop is a formative chapter in your career — a chance to shape the future of commerce and to leave better than when you arrived.
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