Merchant Experience Specialist

Job Roles and Responsibilities*

(Please use bullet points or styles provided below)

Duties and Responsibilities:

● Merchant Relationship Management:

○ Provide support to the primary point of contact for key merchant accounts, fostering

long-lasting relationships.

○ Develop a deep understanding of each merchant's business goals, challenges, and

needs to offer tailored solutions.

○ Collaborate with internal teams to develop strategies and solutions that meet merchant

objectives and enhance platform engagement.

● Onboarding and Training:

○ Manage the onboarding process for new merchant partners, ensuring a smooth transition

and integration with the platform.

○ Provide continuous training and support on product features, tools, and best practices to

maximize merchant success.

○ Update training materials regularly to reflect product updates and industry developments.

● Merchant Support and Issue Resolution:

○ Respond to merchant inquiries via email and chat within SLA timeframes, ensuring quick

and effective communication.

○ Conduct basic troubleshooting to replicate issues and escalate unresolved cases to

higher-tier support teams.

○ Acknowledge receipt of inquiries, provide updates regularly, and request additional

information when necessary.

● Workflow and Performance Management:

○ Assess and categorize incoming requests, maintaining organized records of

communication and resolutions.

○ Create JIRA tickets for technical requests and escalate issues with proper

documentation.

○ Track and report on performance metrics, ensuring regular updates at the start and end

of shifts for a clear progress overview.

● Strategy Development and Continuous Improvement:

○ Contribute to the development and execution of strategies to drive merchant satisfaction,

retention, and platform engagement.

○ Identify opportunities for process improvement within merchant support workflows and

propose solutions to enhance efficiency.

○ Stay updated on industry trends, competitor activities, and emerging technologies to

continuously improve merchant success initiatives.

● Collaboration and Flexibility:

○ Collaborate with cross-functional teams to align merchant success efforts with overall

company objectives.

○ Be available to work on weekends and flexible shifts depending on ticket-entry trends and

business needs.

○ Report onsite as required for designated in-office workdays.

This role provides the unique opportunity to balance customer relationship management and technical

support in a fast-paced, dynamic environment. If you are a proactive problem solver with a passion for

customer service, we invite you to join and help us ensure the success and satisfaction of our merchants.

Job Qualifications*

Basic Qualifications:

● Academic Background: Bachelor's degree in Business Administration, Sales, Marketing, or any

related field.

● Relevant Work Experience:

○ Minimum of 2 years in customer service, account management, or call center experience.

○ Preferred exposure to Retail, Food & Beverage, FMCG, or software solutions industries.

● Skills:

○ Exceptional relationship-building and communication skills.

○ Strong organizational, multitasking, and time management abilities.

○ Proficiency in Microsoft Office Suite (Excel, PowerPoint), Google Sheets, Google Slides,

HubSpot, and JIRA.

○ Technical aptitude to learn new software programs and perform troubleshooting.

● Location: Preferably residing within or near Metro Manila for occasional in-office workdays.

● Work Schedule: Flexible to work weekends and varying shifts depending on ticket-entry patterns

and team requirements.