Key responsibilities

• Own and manage a portfolio of SME merchants who are live but not transacting.
• Proactively reach out to merchants via phone, email, or chat to understand their experience, challenges, and needs.
• Identify technical or operational blockers preventing the merchant from going live or doing business.
• Troubleshoot integration or usage issues, and provide hands-on guidance or escalate to internal teams where needed.
• Assist merchants with integration APIs and systems, including answering questions, validating implementation, and testing functionality.
• Serve as a technical and operational consultant, understanding merchant workflows and offering practical solutions.
• Maintain clear and accurate records of merchant interactions and issue resolutions using tools like JIRA, Salesforce, Zendesk, or Notion.
• Collaborate with internal product, engineering, and support teams to solve merchant pain points.
• Track patterns in merchant feedback to identify systemic issues or improvement opportunities.
• Ensure a smooth re-onboarding or reactivation experience, aiming for swift and successful merchant ramp-up.
• Deliver customer service to ensure merchants feel supported and valued throughout the process.