Merchant Support Representative
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Job Description
Merchant Support Representative for merchants running loyalty programs with Smile. Handle high volume conversations to resolve issues and enhance merchant experience.
Responsibilities:
- Be the first point of contact for both current and prospective Smile merchants, handling a high volume of conversations with accuracy
- Help prospective merchants articulate the value of Smile
- Enable product adoption by facilitating trial access and demonstrating the app’s capabilities
- Guide merchants through configuration and identify and resolve minor issues
- Run baseline troubleshooting and diagnostics to understand issues before escalating, rather than defaulting to quick pass-off
- Take meaningful ownership of conversations through resolution whenever possible, using escalation intentionally when deeper technical or strategic expertise is required
- Ability to delegate escalations effectively through setting expectations and providing concise internal communication
- Engage merchants on the channel that best supports the outcome, including chat, email, and when appropriate phone calls, video calls, or screen shares
- Build trust, empathize, and delight merchants by setting the standard for what exceptional support looks like
- Assess conversations for signals of revenue opportunity or retention risk, even when the initial request appears simple
- Actively contribute to improving our AI-powered support experience by flagging gaps, misfires, or situations where automation could be strengthened
- Contribute to our product feedback process
- Actively drive five-star experiences and review generation through high-quality, human interactions.
Requirements:
- Full-time availability for a remote role (Monday - Friday 7 AM - 3 PM, Atlantic Time)
- Strong familiarity with the Shopify platform and broader ecommerce ecosystem
- Expressive personality with a high level of empathy. When a merchant opens a conversation, they know there’s a real human at the other end
- Competency in a digital environment. We use tools like Notion, Slack, Google Sheets, Metabase, etc.
- Knowledge of the ecommerce industry and desire to keep up with industry trends
- Ability to multitask and handle a high volume of conversations in a fast-paced environment
- Team-oriented mindset
- Able to operate independently in a remote environment while maintaining focus
- Comfort exercising judgment in ambiguous situations rather than relying solely on scripts
- Willingness to engage merchants beyond text-based chat when it meaningfully improves outcomes.
Benefits:
- Base Salary: $61,500 CAD
- Plus on-target earnings of $10,000 CAD for meeting individual review targets. The variable component is performance-based and uncapped.
- In addition, our generous total rewards package includes things like flexible vacation, a remote work allowance, and a monthly credit to use at any of the store 100,000+ stores that uses our software.
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