Our merchants are the heart and soul of our business, and the Merchant Success Team at Loop exists to optimize the value of the Loop partnership to their business. This begins with the merchant onboarding experience and continues through ongoing support and strategic account management
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 believe that flexibility and choice are what allow you to do your best work. With our Blended Working Environment, you have options ranging from joining our HQ office (in Columbus, Ohio), opting into a Hub (a location with 4+ team members), or staying totally secluded (our version of remote). Our team is spread across the United States, select provinces in Canada (Ontario & British Columbia), and the United Kingdom. Wherever you live, you can create the work environment that best matches your preferences and lifestyle.
Challenge: Set our merchants up for a long and successful partnership with Loop
- Once a merchant has made the decision to partner with Loop, you’re the product expert and rapport-building extraordinaire who introduces the merchant team to the breadth of Loop functionality, assists with the setup that will help them achieve their goals, and trains them on how to use and get the most value out of Loop. With an ever-evolving product, you’ll need to be agile, creative, and resourceful to apply Loop’s functionality to a variety of unique merchant needs.
Your experience:
- 3+ years in a fast-paced customer-facing role supporting SaaS products.
- Project management experience - others consider this your superpower.
- Acted as a strategic consultant to your customers by understanding their motivations and connecting them to your company’s vision.
- Have concrete examples of unique customer needs that you creatively found a way to fulfill.
- A problem solver that remains unshaken in a fast-paced environment.
Challenge: Teach our merchants how to effectively use our product
- When merchants transition from our sales team to you, they’re so thrilled about the promise of value that Loop can bring to their team and business! Loop is a complex product, and in keeping with our core values, it is your job to make the complex simple. You will empathetically and patiently teach brands about Loop’s features & functionality to make them efficient and effective in their use of the platform.
Your experience:
- Can share a couple examples of training programs you’ve created and delivered to help your customers use a SaaS product effectively.
- A passion for teaching and helping others.
- Created exceptional partnerships with your customers, and quickly became one of their favorite people to work with.
Challenge: Continuously level-up yours and the Loop team’s product knowledge
- Loop’s product team is hard at work every day to enhance the value that we deliver to our merchants and ultimately to their end users. This means that the Loop product is constantly evolving. In your role, you’ll see it all, and will be expected to remain a product expert, and spread that expertise to your team members. You’ll consistently iterate product documentation, our Help Center and internal processes.
Your experience:
- Made your role better than you found it by proactively creating and continuously improving expectations, processes and documentation.
- Concrete examples of rolling up your sleeves to learn something new.
- Can share a few examples of how you’ve created exceptional partnerships with peer teams you’ve collaborated with across your organization.
- Were considered the go-to product expert in your role.
- Communication is your jam - you should impress others with your style, thoroughness and frequency of communication through documentation, email, call, video, you name it!
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Loop Story
In a perfect world, Loop wouldn't exist. If we had our way, we'd live in a world where we're mindful about how we consume, we love every product we own, and we share values with the brands who create them. In reality, commerce isn't perfect and often breaks. Loop creates second chances.
We're starting by revolutionizing the post-purchase experience. We've taken one of the most fragile commerce interactions - returns - and turned it into something consumers actually love, and that deepens our connection to brands and products.
We take connection seriously on the inside, too. We're building a work experience that allows you to Be A Human First and prioritizes empathy and wellbeing. We view Loop as a special place in your career to shape the future of an industry and become a better person while doing it. You can grow faster here in a shorter amount of time - we'll give you space and trust you to fill it.
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