Director, Merchant Support

Our merchants are the heart and soul of our business, and the Merchant Success Team at Loop exists to optimize the value of the Loop partnership to their business. This begins with the merchant onboarding experience and continues through ongoing support and strategic account management.
Loop is looking for a dynamic and experienced leader to head our Merchant Support team and champion the success of our merchants. As our Director of Merchant Support, you will play a pivotal role in shaping the Loop experience, driving merchant satisfaction, and ensuring the team delivers exceptional service. 
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 can choose to join us in the Columbus office or stay fully remote in this role.

Challenge: Provide strategic leadership to your team, steering the Merchant Support function to success.

• Define and implement a long-term vision for the support team, aligning it with Loop's overall strategy and goals.
• Develop and execute strategic initiatives to improve support operations, optimize workflows, and drive merchant satisfaction.
• Lead and manage multiple teams of support managers and senior managers, fostering a culture of collaboration and excellence.
• Evaluate current and future tools and technologies, ensuring they meet the needs of the team and merchants.
• Participate in Merchant Success leadership meetings, providing valuable input on organizational strategy and direction.

Experience:

• 2+ years of experience leading customer-focused teams at a Director level.
• You can implement self-service solutions across support teams to provide individual empowerment.
• You have a demonstrated ability to define and implement a long-term vision and strategy for a support organization, while staying aligned with company goals and objectives.
• You’ve seen success in implementing the tools and technologies needed to enhance support operations and exceed customer needs.

Challenge: Level up the Merchant Support team through performance management and development.

• Manage the performance, prioritization, and career progression of multiple highly specialized and technical teams.
• Develop and implement performance management processes, providing regular and timely feedback to team members.
• Work with other departments to ensure consistency in performance management across the organization.
• Establish recognition and reward programs to motivate and engage team members.
• Audit and optimize the support process for a smooth and efficient teammate experience.

Experience:

• You can share examples of how you’ve developed team members through their careers.
• You have experience developing and implementing effective performance management processes, all while establishing a strong culture for feedback.
• Proven experience in fostering a culture of accountability within a high performing team; emphasizing responsibility, ownership, and results-driven performance.

Challenge: Be the subject matter expert on establishing best practices for supporting our Merchants.

• Act as the representative of the Support team, ensuring the best possible merchant experience.
• Develop and implement training programs that equip the team with the skills necessary to exceed merchant expectations.
• Develop and maintain incident management programs, policies and procedures.
• Serve as the primary point of contact for executive-level escalations, resolving complex issues with professionalism and tact.
• Establish and maintain relationships with key merchants to understand their needs and build lasting partnerships.
• Foster cross-functional collaboration to identify areas for improvement and implement solutions that drive organizational change.

Experience:

• 10+ years of experience in roles that are customer or merchant facing.
• You can share your approach to customer support best practices and how you’ve gone above and beyond to your customers.
• You have proven experience establishing strong techniques for supporting customers, with a deep understandi