Senior Manager, Merchant Support

The Senior Manager, Merchant Support will lead Loop’s Support organization while serving as a strategic partner to the rest of Merchant Success, plus Product and Engineering. This is more than team management – you will define how Support scales at Loop.

You’ll own performance, escalation strategy, prioritization frameworks, and the systems that power our merchant experience. You’ll sit at the center of merchant impact, product execution, and engineering support prioritization, translating frontline insights into actionable improvements that shape our roadmap and improve overall merchant and customer experience. 

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 United States.

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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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