Manager, Merchant

Employer Industry: E-commerce Technology

• Salary up to $112,200
• Eligible for an annual performance bonus expected to be 10% of your base salary
• Comprehensive benefits package including medical, dental, and vision insurance, flexible PTO, and 401k
• Opportunity for career advancement in a fast-paced, high-growth environment
• Work in a supportive and inclusive team culture that values open communication and accountability
• Unique chance to influence product development and improve merchant experiences

• Lead and develop the Merchant Support team, setting clear performance expectations and accountability standards
• Own the end-to-end escalation framework and ensure high-impact merchant issues are resolved quickly and transparently
• Oversee queue strategy, volume forecasting, and workflow optimization within support tools
• Partner with cross-functional teams to align on shared merchant outcomes and drive systemic improvements
• Monitor merchant feedback channels and translate insights into actionable improvements

• 5+ years in SaaS support, customer operations, or merchant-facing roles
• 3+ years of people management experience, ideally leading managers or senior individual contributors
• Proven experience in influencing Product and Engineering prioritization
• Strong understanding of escalation management and structured prioritization frameworks
• Excellent written and verbal communication skills

• Experience leading support in a B2B SaaS company
• Ecommerce or Shopify ecosystem experience
• Familiarity with AI-driven support optimization
• Experience building escalation frameworks from scratch

#Ecommerce #SaaSSupport #Leadership #Career Growth #Inclusive Workplace