Head of Merchant Success

Booster Apps 🚀
👋  Howdy,
 
Stuart here, founder of Booster Apps. We’re on a mission to propel the eCommerce economy to new heights. From established online shops to traditional, brick and mortar stores, we’ve helped 700,000+ Shopify merchants generate over $2 billion in additional sales—and we’re just getting started! 🚀 
 
But we couldn’t have gotten to where we are today without the 700k+ merchants that have trusted our apps, guidance, and support to grow—which is why we are looking to hire a Head of Merchant Success to continue to scale and lead our merchant-centric focus.
 
Our team has been fully distributed from day one, and we encourage anyone, anywhere to apply!
 
What will you be responsible for?
  • Define the overarching strategy to continuously improve the merchant experience from initial onboarding to ongoing guidance and support.
  • Oversee day-to-day operations with our existing Tier 1 and Tier 2 support teams to ensure they continue to deliver exceptional experiences.
  • Build a strong culture of merchant success that is centered around helping merchants boost their online sales.
  • Collaborate with cross-functional teams (product, engineering, marketing, etc.) as an advocate for our merchants’ needs and the markets' needs at large. 
  • Track and take ownership of key metrics that determine merchant success such as support response times, onboarding engagement, satisfaction ratings, customer churn, and more.
 
Requirements:
  • 5+ years of SaaS experience in customer-facing roles. We’ll want to hear about your experiences on the front lines managing difficult customer service or success situations.
  • 3+ years experience managing a customer-facing team. We’ll want to hear about your ability to effectively teach and mentor team members to operate at the next level and implement growth initiatives that have positively impacted a company’s trajectory. 
  • Be tech-savvy and able to efficiently communicate technical subject matter in a way that the non-technical masses will understand and appreciate. 
  • Have an entrepreneurial, self-motivating attitude with plenty of grit, analytical prowess, and resourcefulness to get đź’© done.
  • Be empathetic and enthusiastic about solving problems and helping others! 
 
Nice to have, but not required:
  • eCommerce experience
  • Shopify experience
 
❤️ Things we love: 
  • Living by our GAINS core values of Growth Mindset, Analyze Before Assuming, Iterate & Improve, Nurture Relationships, and Scrappy. Learn more here.
  • Helping over 650,000 Shopify merchants who have installed our software
  • Having a stress free work environment! 
🤮 Things we avoid: 
  • Micro-managing
  • Egos
  • Drama
 
Does this sound like you would be a good fit? Please complete the application form and we'll be in touch.
 
Thank you! 🙏
 
Stuart @ Booster Apps

Category Others

salessupportdistributedmarketingcustomergrowth

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