[Remote] Senior Manager, Merchant Support

Note: The job is a remote job and is open to candidates in USA. Loop is a company that focuses on creating confidence in commerce by providing solutions for returns and exchanges. The Senior Manager, Merchant Support will lead the Support organization and collaborate with various teams to enhance merchant experiences and operational efficiency.

Responsibilities

• Lead and develop the Merchant Support team, setting clear performance expectations and accountability standards
• Foster a high-performance, inclusive team culture by setting clear expectations, modeling company values, promoting open communication and accountability, and investing in team development and engagement
• Define, track, and evolve KPIs across SLA, CSAT, quality, and efficiency
• Drive workforce planning, hiring strategy, and coverage planning
• Establish scalable processes that allow the team to grow efficiently while maintaining high-quality merchant experiences
• Own the end-to-end escalation framework, ensuring high-impact merchant issues are resolved quickly and transparently
• Partner closely with Product and Engineering to influence sprint planning and roadmap prioritization
• Enforce and build on prioritization frameworks grounded in merchant impact
• Represent the voice of the merchant in cross-functional planning discussions
• Serve as the escalation point for your team members with merchants when necessary
• Oversee queue strategy, volume forecasting, and workflow optimization within Front, our support email management tool
• Lead the evolution of AI tooling adoption and automation within Support
• Ensure ongoing Help Center maintenance in partnership with Product Marketing as the product evolves
• Maintain oversight of feature flags, configuration changes, carrier overrides, and operational edge cases
• Build and maintain structured KPI tracking systems and documentation within Google Workspace
• Partner with Accounts and Onboarding leadership to align on shared merchant outcomes and improve how Loop supports merchants at scale
• Surface recurring friction points and drive systemic improvements with Product and Engineering teams
• Monitor merchant feedback channels, including app store reviews, and translate insights into action

Skills

• 5+ years in SaaS support, customer operations, or merchant-facing roles
• 3+ years of people management experience, ideally leading managers or senior ICs
• Proven experience in influencing Product and Engineering prioritization
• Strong understanding of escalation management and structured prioritization frameworks
• Experience with: Front or similar help desk platforms, Salesforce or similar CRM systems, JIRA or equivalent ticketing/project management tools, and Google Workspace (Docs, Sheets, Slides)
• Demonstrated ability to build reporting systems and operational dashboards
• Excellent written and verbal communication skills
• Strategic thinker who can also operate tactically when needed
• Experience scaling teams in fast-paced, high-growth environments
• Ecommerce or Shopify ecosystem experience
• Experience leading support in a B2B SaaS company
• Familiarity with AI-driven support optimization
• Experience building escalation frameworks from scratch

Benefits

• Medical, dental, and vision insurance
• Flexible PTO
• Company holidays
• Sick & safe leave
• Parental leave
• 401k
• Monthly wellness benefit
• Home workstation benefit
• Phone/internet benefit
• Equity

Company Overview

• Loop is a return portal that automated all the returns and refunds of products. It was founded in 2017, and is headquartered in Columbus, Ohio, USA, with a workforce of 201-500 employees. Its website is https://www.loopreturns.com.