Reach – a young and innovative company serving the eCommerce world – is seeking a qualified Merchant Support Manager to provide accurate technical and operational support before and after go-live, ensuring merchant success.
As a Merchant Support Manager, you should be able to explain technical and operational details and requirements to a technical and non-technical audience. Ultimately, you should be able to provide technical and product knowledge to support the sales team and strengthen merchant relationships with their technical and operational teams.
Roles & Duties
Provide operational support for merchants integrated with different platforms (Shopify, Magento, Demandware) during integration and after go-live
Collect merchant feedback and share with internal teams to help identify potential new features or solutions
Manage external and internal conversations about merchant’s questions and requests, make sure all questions will be answered and all requests will be followed up on.
Monitor and report on processing performance
Train customers to use Reach systems
Establish best practices for merchants and to improve internal processes
We absolutely require that you have a partnership mentality, have strong communication skills, and feel comfortable with out of the box thinking. You must be motivated to seek out answers, and to take an extra step to get things done. We are looking for someone who doesn’t need a lot of handholding and is a self-starter.
Proven ability to own communication and collaborate with customers to achieve goals
The drive to start and define this new role
Analytical and problem-solving skills
Nice to have:
eCommerce or payments experience
Knowledge about platforms Shopify, Magento and Demandware
Very comfortable with technology
Full-time, 40 hours/week
Flexible work environment
Health Savings Plan (Canada)
Health Care Plan (US)
401K Plan (US)
Our head office is in downtown Calgary and we have offices in San Francisco, California and London, UK. We offer a flexible work environment with opportunities to work from home.
How to Apply
You can read more about our company on our website, and if you would like to work with us, please forward your qualifications – whether they be in the form of a traditional CV, an online CV, a list of projects you’ve worked on with a description of your involvement, a letter detailing your qualifications, or an interpretive art project that shows us how great you are for this position. Direct any of the above to email@example.com with the subject line “Merchant Support Manager”.
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