Merchant Support Agent

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Responsibilities:

• Provide outstanding customer service to merchants by effectively handling inbound calls, chats, emails, and slacks. 
• Employ a customer-oriented mindset to resolve complex merchant escalations, leveraging critical thinking skills and de-escalation techniques. 
• Serve as a point of contact for high-level merchant inquiries and issues, demonstrating sensitivity, compassion, and a non-judgmental attitude. 
• Liaise cross-functionally with Risk Ops, Sales, and other teams across the organization to address and resolve merchant needs.
• Maintain merchant operational processes, ensuring efficiency and compliance with industry regulations and company policies. 
• Assist in the onboarding and training of new merchants, providing guidance on platform usage, company policies, and best practices. 
• Manage and track HubSpot tickets for merchant agreement issues and merchandise recovery, ensuring accurate documentation, timely follow-up, and effective resolution.

Qualifications:

• Must be bilingual in English and Spanish. 
• 1-3 years prior experience in a remote customer support role.Exceptional interpersonal skills. 
• Demonstrated ability to employ critical thinking skills to resolve complex issues and act empathetically in challenging situations. 
• Strong understanding of core customer service principles and ability to operate with sensitivity, compassion, and integrity. 
• Ability to communicate effectively in writing in both English and Spanish.Detail-oriented mindset with the ability to analyze data, identify patterns, and detect anomalies. 
• Must be able to work weekends and later shifts (i.e. 1 pm - 10 pm ET), however, total working hours will still fall within 40 hours.

Preferred Qualifications:

• Familiarity with Hubspot is a plus. 
• Prior experience in a high-growth or early-stage start-up environment. 
• Prior experience in FinTech or Lease to Own.