• Using structured digital marketing processes ( training and guidance provided ) • Conducting professional interviews and information calls • Building authentic professional relationships • Participating in personal and leadership development • Operating independently while supported by established systems and mentorship

• Your main priority is to make our merchants successful, and you’ll use any and all of your tools to make it happen. • Use your Loop product expertise and rapport-building talent to deliver best-in-class service and support to our community of merchants, primarily via email, and by phone call when necessary. • Interact with merchants to provide and process information in response to inquiries, concerns, and requests about our product. • Act as the first line of support to troubleshoot, diagnose, and identify software issues with empathy and a positive attitude. • Escalate unresolved issues and provide detailed documentation to the appropriate team internally for further triaging, and ensure merchants are updated on where they stand. • Prioritize determining the root cause of our merchants’ issues by leading with curiosity and asking the right questions to analyze their symptoms. • Keep merchants productive and loving Loop by offering creative solutions when needed. • Guarantee our merchants always know where they stand at all times by providing clear expectations in accordance with our service level agreements (SLAs). • Stay current with Loop system information, changes, updates, integrations, and competitors in the industry - did we mention we’re growing fast? • Contribute to internal and merchant-facing documentation so that our community always has the most up-to-date information about our product and its capabilities. • Make Loop better by talking to merchants constantly to gather their feedback on our product. • Serve as the Voice of the Customer by sharing and prioritizing product feedback and themes to our Product and Engineering teams.

• Respond to customer inquiries via email, chat, and/or phone • Resolve issues efficiently while maintaining a high level of professionalism • Provide accurate information about products and services • Document customer interactions and feedback • Collaborate with internal teams to improve customer experience • Maintain a positive and empathetic attitude toward customers

• Use consistent troubleshooting techniques to quickly identify root causes and deliver timely, effective solutions. • Follow established support processes and procedures while meeting defined SLOs. • Manage escalations from Support Specialists, maintaining a responsive presence in Slack troubleshooting channels. • Communicate clearly with stakeholders on ongoing system, product, and customer issues. • Support IS systems and end users, including managing user access and ensuring SOX compliance. • Act as the entry point for bugs and issues, creating detailed tickets and supporting resolution with technical teams. • Collaborate with end users, Product Managers, IS, and IT teams to resolve issues and improve systems. • Contribute to documentation, including user guides, access guidelines, and internal knowledge resources. • Assist in onboarding and training new IS Support team members.