Associate Merchant Onboarding Specialist, Smb

Right away, we’ve listed what we think you’ll be spending your time on. We’re growing fast, and growth means the challenges we’ll work on together will change as we lead Loop through new and different phases.
This is an indispensable role with us, so we’ll be looking for you to have examples of when you’ve tackled these challenges throughout your career. We’ve laid out the experience we think is important to set you up for success in this role. But, we appreciate that different humans will solve problems in different ways, so we don’t expect you to fit exactly in a box of requirements.
Loop HQ is a state-of-the-art office located in Columbus, Ohio, and more than half of our team works remotely across the United States and Canada. You’re more than welcome to join us in the Columbus office for this role, but we’re committed to continuing hiring remotely.
Challenge: Set our merchants up for a long and successful partnership with Loop

• With an ever-evolving product, you’ll need to be agile, creative, and resourceful to apply Loop’s functionality to a variety of unique merchant needs.
• Once a merchant has made the decision to partner with Loop, you’re the product expert and rapport-building extraordinaire who introduces the merchant team to the breadth of Loop functionality, assists with the setup that will help them achieve their goals, and trains them on how to use and get the most value out of Loop.

Your experience:

• Have established strong customer relationships by exceeding expectations and meeting timelines for follow-ups
• Able to identify and understand your customer’s motivations and connect them to your company’s vision
• Project management experience - you’ve assisted in managing projects and timelines in previous roles
• A problem solver that remains unshaken in a fast-paced environment
• 1+ years in a fast-paced customer-facing role supporting SaaS products

Challenge: Teach our merchants how to effectively use our product

• Loop is a complex product, and in keeping with our core values, it is your job to make the complex simple.
• You will empathetically and patiently teach brands about Loop’s features & functionality to make them efficient and effective in their use of the platform.
• When merchants are transitioned from our sales team to you, they’re so thrilled about the promise of value that Loop can bring to their team and business!

Your experience:

• A passion for teaching and helping others
• Provided an exceptional customer experience using clear and thoughtful communication
• Can share a couple examples of training programs you’ve helped deliver to support your customers use a SaaS product effectively

Challenge: Continuously level-up yours and the Loop team’s product knowledge

• This means that the Loop product is constantly evolving. In your role, you’ll see it all, and will be expected to become a product expert, and support your team members with your knowledge.
• Loop’s product team is hard at work every day to enhance the value that we deliver to our merchants and ultimately to their end users.
• You’ll sometimes iterate product documentation, our Help Center and internal processes.

Your experience:

• Concrete examples of rolling up your sleeves to learn something new
• Organization matters - you’re someone who is able to keep track of your tasks and meet deadlines
• Communication is your jam - you should impress others with your style, thoroughness and frequency of communication through documentation, email, call, video, you name it!
• You’re able to easily identify when it’s necessary to improve expectations, processes and documentation
• You’re considered someone who wasn’t afraid to ask questions and find answers

$54,000 - $81,000 a year
We know that making decisions about your career and compensation is a huge deal. Because of that, we’re incredibly thoughtful about our compensation strategy. We want you to feel safe and excited, but also comfortable with the compensation package of a startup. We’ve outlined some important information for you here, but please know there’s a lot more to compensation than we can cover in this job posting.
The posted salary range is the base salary for this opportunity. The salary range is subject to change, and may be adjusted in the future.
The actual annual salary paid for this position will be based on several factors, including, but not limited to: your prior experience and skills related to the position, geographic location, company needs, current market demands, and your total compensation goals.
Great humans deserve great benefits. At Loop, you’ll be eligible for benefits such as: medical, dental, and vision insurance, flexible PTO, company holidays, sick & safe leave, parental leave, 401k, monthly wellness benefit, home workstation benefit, phone/internet benefit, and equity.
In a perfect world, Loop wouldn't exist. If we had our way, we'd live in a world where we're mindful about how we consume, we love every product we own, and we sharevalues with the brands who create them. In reality, commerce isn't perfect and often breaks. Loop creates secondchances.
We're starting by revolutionizing the post-purchase experience. We've taken one of the most fragile commerce interactions - returns - and turned it into something consumers actually love, and that deepens our connection to brands and products.
We take connection seriously on the inside, too. We're building a work experience that allows you to Be A Human First and prioritizes empathy and wellbeing. We view Loop as a special place in your career to shape the future of an industry and become a better person while doing it. You can grow faster here in a shorter amount of time - we'll give you space and trust you to fill it.
Learn more about us here: https://loopreturns.com/careers.
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