Merchant Support Specialist
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.
As a Merchant Support Specialist at Loop, you are the voice for our brand, product, and philosophy. Through empathy and attention to detail, you will work with our merchants to answer questions, anticipate needs, and troubleshoot issues that arise.
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.
At Loop, we’re intentional about the way we work so that we can do our best work. We call this our Blended Working Environment. We work from our HQ in Columbus, OH, or one of our Hub or Secluded locations, and are distributed throughout the United States, select Canadian provinces, and the United Kingdom. For this position, we are looking for a teammate located in the UK.
What You’ll Do:
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Your main priority is to make our merchants successful, and you’ll use any and all of your tools to make it happen.
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Use your Loop product expertise and rapport-building talent to deliver best-in-class service and support to our community of merchants, primarily via email, and by phone call when necessary.
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Interact with merchants to provide and process information in response to inquiries, concerns, and requests about our product.
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Act as the first line of support to troubleshoot, diagnose, and identify software issues with empathy and a positive attitude.
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Escalate unresolved issues and provide detailed documentation to the appropriate team internally for further triaging, and ensure merchants are updated on where they stand
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Prioritize determining the root cause of our merchants’ issues by leading with curiosity and asking the right questions to analyze their symptoms.
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Keep merchants productive and loving Loop by offering creative solutions when needed.
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Guarantee our merchants always know where they stand at all times by providing clear expectations in accordance with our service level agreements (SLAs).
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Stay current with Loop system information, changes, updates, integrations, and competitors in the industry - did we mention we’re growing fast?
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Contribute to internal and merchant-facing documentation so that our community always has the most up-to-date information about our product and its capabilities.
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Make Loop better by talking to merchants constantly to gather their feedback on our product
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Serve as the Voice of the Customer by sharing and prioritizing product feedback and themes to our Product and Engineering teams
Your Experience:
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You have at least two years making an impact in a customer or merchant support role, and are often referred to as the go-to product expert on your team.
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You've previously worked in global companies and are comfortable working hours that may differ from your peers.
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Communication is your jam - you should impress others with your style, thoroughness and frequency of communication through documentation, email, call, video – you name it!
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Even the smallest of details don’t pass by you, and organization and project management are some of your superpowers.
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You have examples of how you have created exceptional partnerships with your customers, and quickly became one of their favorite people to work with because of your commitment to creatively fulfilling their needs.
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You’re a problem solver that remains unshaken in a fast-paced environment.
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You’ve made your role better than you found it by proactively creating and continuously improving expectations, processes and documentation.
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You’re excited to share some concrete examples of how you’ve rolled up your sleeves to learn something new.
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If you’ve used programs like Front, JIRA, Notion, HubSpot, Salesforce, Claude, and Slack before, that’s a plus for us.
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We would especially love it if you have worked in B2B SaaS, ecommerce, or with Shopify in the past.
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Bonus points if you have experience troubleshooting API integrations, basic knowledge of SQL, or basic knowledge of web development using HTML, CSS, or JavaScript
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Loop Story
Commerce should feel effortless. Every product adored, every order perfect, every customer loyal for life. But reality is messier: operations get tangled, margins grow thin, and trust is fragile. That’s where Loop steps in. We create confidence where commerce fails.
We started by fixing returns and exchanges. Today, we’re building a connected commerce operations suite — powering everything from order tracking to fraud prevention, with hundreds of innovations in between. Grounded in data and insight, our platform helps merchants make smarter decisions with every transaction. Over 5,000 of the world’s most loved brands trust Loop to turn cost centers into growth engines. Our mission is simple: protect margins, delight customers, and help merchants build businesses that last.
Life at Loop is rooted in our core values. We balance high empathy with high standards, knowing that work is better when we can show up authentically and resilience is built by facing challenges head-on. We expect you’ll grow quickly, learning skills that last far beyond your time here. Loop is a formative chapter in your career — a chance to shape the future of commerce and to leave better than when you arrived.
Learn more about us here: https://loopreturns.com/careers.
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