- Resolve complex support issues from merchants via email, Slack, and chat, ensuring fast, clear, and accurate responses
- Own ticket triage & prioritization, identifying the root cause of issues and escalating appropriately
- Troubleshoot technical issues related to invoicing, payments, integrations (e.g., QuickBooks, NetSuite, Stripe), and merchant data workflows
- Identify patterns and recurring issues, providing actionable insights to Product & Engineering
- Educate and empower merchants, proactively guiding them on best practices for using Tabs
- Collaborate with Customer Success, Engineering & Contract Operations, ensuring high-priority issues are addressed efficiently
- Contribute to internal documentation, improving processes and reducing repeated inquiries
- Drive improvements, identify trends, and proactively prevent recurring issues
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