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– This role is very hands-on and may require long-working hours.
– This role is for US timezone – 5PM – 3AM
– Location is Gurgaon (in-office role)
This role is +1 to founders – we have grown rapidly based on exceptional merchant experience and referrals. We are looking for a merchant experience lead to work across onboarding, support and CSM functions to ensure seamless merchant experience.
We are looking for a Merchant Experience Leader who has seen high-growth SaaS journeys from 7-figure ARR to 8-figures.
We don’t have a defined responsibility areas (JD) as yet for this role but following are the expectations:
1. Own everything after sales and maintain zero churn + >80 NPS
2. Work with team of 6-10 people across merchant onboarding, CSM and Support and help them grow into their roles
3. Built systems for enhanced team productivity + better merchant experience
4. Work with product team on defining product roadmap
5. Own product usage content pieces (blogs / case-studies) + referrals from existing merchants
Required Skill-set:
1. Worked with merchants across North-Amercia (primary) / Europe / ANZ
2. Strong communication, articulation & leadership skills
3. Good problem solving + data-analysis skills
4. Past experience in working with product + marketing teams
5. Managed team size of at-least 4 people in past for an year
6. 5-8 years of work-experience
While we want everything in this individual but customer empathy + leadership skills + consistent past learning traits are on top of the list.
If you are looking for a very high-owneship role to help us build a critical function of the company then we would like to speak with you.
