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Job Responsibilities : Merchant Success Team Lead (Remote, Canada)

Salary : 15 per hour

Company : Shopify

Location : Remote

Your responsibilities:

  • Being knowledgeable of your team’s total book of business, satisfaction, risk profiles, and efficacy of 1:many interventions
  • Lead a high impact merchant facing team to drive deep engagement, value and service at scale
  • Keeping senior management informed of any issues affecting the overall health and risk of the program
  • Motivate the team to renew and retain merchants, meeting or exceeding targets
  • Working closely with the Shared Program Manager to improve the service offering
  • Drive rapid resolution for issues/escalations and maintain high CSAT and NPS scores
  • Serving as a cross-functional leader across Shopify Plus – to ensure a unified, seamless merchant experience
  • Support the development of strategic merchant partnerships and build a loyal base that actively advocates for Shopify Plus
  • Develop, coach and mentor the team to enable them to excel at their jobs
  • Identify areas of improvement and make recommendations based on data, analytics and best practices
  • Advancing the professional development of the people in your group, be willing to delegate, monitor their work, be a readily accessible resource, providing regular guidance and useful performance feedback

It would be great if you also had experience with:

  • A passion for leadership with proven experience leading teams
  • Strong business acumen and experience providing strategic advice to customers
  • Exceptional ability to develop and maintain relationships with a wide range of personalities
  • Strong organizational and project management skills
  • Technical aptitude – quick to develop a deep understanding of new software
  • Adept at navigating large complex organizations, matrixed decision-making, working with multiple stakeholders both internally and externally
  • Proven ability to analyze complex situations and develop action plans to lead a cross functional team to the key objectives
  • Demonstrate a high-degree of customer-centric thinking, behaviour and track record and experience working cross-functionally between sales and support teams

Click Here : Apply Now

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