Merchant Support Agent

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Requirements:

• Must be bilingual in English and Spanish.
• 1-3 years prior experience in a remote customer support role.
• Exceptional interpersonal skills.
• Ability to employ critical thinking skills to resolve complex issues.
• Strong understanding of core customer service principles.
• Ability to communicate effectively in writing in both English and Spanish.
• Detail-oriented mindset with analytical skills.
• Must be able to work weekends and later shifts (i.e. 1 pm - 10 pm ET).

Responsibilities:

• Provide outstanding customer service to merchants by effectively handling inbound calls, chats, emails, and slacks.
• 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.
• Liaise cross-functionally with Risk Ops, Sales, and other teams to address and resolve merchant needs.
• Maintain merchant operational processes to ensure efficiency and compliance.
• Assist in onboarding and training of new merchants on platform usage and company policies.
• Manage and track HubSpot tickets for merchant agreements and merchandise recovery.