Loop offers merchants the best returns and exchanges platform with the best customer returns experience on the planet.
And Loop is changing the way brands and their customers build relationships. We believe that brands win the affection of their customers post-purchase. We help brands deliver unexpectedly delightful experiences when their customers need it the most.
Returns is our flagship product that facilitates returns for orders for ecommerce brands. And we’re proud to work with some of the most beloved, disruptive, and progressive brands in the world, including Allbirds, Tommy John, Universal Standard, and Thrive Causemetics.
Much like we come through for customers in their time of need, as a Merchant Experience Manager, you’ll come through for our brands when they need us most.
What’s the job?
As a Merchant Experience Manager at Loop, you are the voice for our brand, product, and philosophy.
Through empathy and attention to detail, you will work with our merchants to answer questions, anticipate needs, and troubleshoot issues that arise. In addition to fielding incoming requests, you will contribute to internal and merchant facing documentation so that our community always has the most up-to-date information.
- Deliver best-in-class support to our community by owning all incoming email and chat requests
- As the first line of support, troubleshoot issues that arise with empathy and a positive attitude
- Contribute to internal and merchant facing documentation
- Build relationships and trust with our merchants by executing tasks that arise
- Improve Loop by escalating issues and support themes to our Head of Merchant Experience
- Track trends in support to help improve merchant happiness
- As we scale, help hire top talent for the Merchant Experience Team
Who are we looking for?
- 2+ years of experience in a customer-facing environment
- 1+ years of management experience
- Very organized with strong attention to detail
- Experience across email and chat
- Able to juggle multiple conversations
- Knowledge of ecommerce
- Strong work ethic, empathetic, a self-starter, and a team player
- Must have a valid U.S. work authorization to apply
Why Loop?
We believe that an organization is a platform to make a statement about how you think the world should be.
At Loop, we’re an early-stage company committed to operating with a focus on inclusion, diversity, and equality.
We invest in our team and people through management and leadership training and we believe in individualized attention, a focus on results, and a commitment to ambition. We believe in transparency, honesty, and believability-weighted decision-making.
We have a generous PTO policy including 12-weeks of gender-neutral parental leave for all new parents.
We believe in financial security for our team. Compensation should never be the reason you work here, but it’s a source of safety and peace of mind. Our cash compensation is competitive, and we offer stock options.
We believe in great health care coverage for medical, dental, and vision...100% paid for by the company. We believe in aligned incentives and clear performance metrics at all levels.