Senior / Merchant Support Operations Specialist

Job Responsibilities :

As the Assistant Manager of Merchant support, will be assist in overseeing the day-to-day operations of the merchant support department. ensuring the timely and effective resolution of merchant inquiries and issues. Responsibilities will include providing guidance and support to the support team, coordinating with various stakeholders, and contributing to the continuous improvement of support processes.

Essential Duties and Responsibilities

Key Account Customer Care Management :

• Assist in managing merchant support and product operations, ensuring smooth business functions.
• Support the resolution of merchant inquiries and issues via multiple communication channels, including telephone, email, and others.
• Assist in monitoring and maintaining service level agreements (SLAs) to meet performance targets.
• Collaborate with internal teams such as product, engineering, and sales to address merchant needs and feedback.
• Assist in analyzing support metrics and KPIs to identify areas for improvement and implement solutions.
• Play a role in addressing and resolving customer and merchant / partner concerns and inquiries in a timely manner.
• Provide support in managing product operations, contributing to the improvement and optimization of processes.
• Contribute to the development and maintenance of support documentation and training materials.
• Possesses sound product knowledge to enhance merchant support.
• Performs daily, weekly and monthly report as required.
• Maintains a pleasant working environment with the team.

Pre-Requisites : Are you game?