Manager, Merchant

The 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.

• 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.

• 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).
• Demonstr…