About the Role
Title: Merchant Support Specialist
Location: United States
Req ID: R0001697
Job Description:
It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
The Role
As one of Afterpay’s Merchant Support Experience team members, you’ll be responsible for handling inbound queries from our Merchant partners assisting with questions and queries. This is a critical merchant facing role and we pride ourselves in delivering a seamless service to all of our merchants. We offer a blended contact strategy for our partners, the majority of which will be handled via voice alongside digital
You Will
- Handle in-bound contact (Voice & Digital) from new and existing retail partners whilst meeting Service Level Agreements, including making outbound calls to the merchant and other business areas where appropriate
- Support on-boarding sessions with new and potential merchants by answering questions and providing insight into how the product works and how to sign up
- Update core details relating to existing merchants, which include bank details etc.
- Take ownership of designated queries and drive through to resolution
- Create merchant credentials in Admin Portal (our in-house system)
- Facilitate general account management queries and liaise with relevant business functions, seeking resolution
- Facilitate dispute resolution on behalf of consumers with our retail partners by investigating/information gathering and delivering clear and accurate information to be reviewed
- Identify ‘problem’ merchants and take prompt action to highlight to relevant stakeholders to a escalated issues
- Continuously highlight process improvement opportunities to reduce friction and improve customer/merchant satisfaction
- Make solid decisions balancing risk/regulation & cost impacts
- Provide support across other functional areas to ensure business priorities are delivered
You Have
- Proven track record of working within customer service
- Ability to work a blended contact strategy (voice and digital) in a fast-paced environment
- Be able to build relationships and work cross-functionally with internal stakeholders