• Design, develop, and implement comprehensive training programs for merchant support agents, encompassing product knowledge, technical skills, customer service, and problem-solving techniques • Conduct onboarding sessions for newly hired support agents to introduce them to company policies, systems, and processes • Provide continuous learning opportunities for the existing merchant support team to enhance their skills, deepen their understanding of our offerings, and improve their ability to handle complex customer inquiries • Develop engaging training materials, including presentations, videos, job aids, and interactive exercises to support the training curriculum • Assess the effectiveness of training programs through various evaluation methods, such as quizzes, role-playing exercises, and practical evaluations • Partner with internal teams, such as product development, compliance, and operations, to stay updated on the latest product features, updates, and policies • Continuously evaluate and enhance training processes and methodologies to ensure they align with best practices and industry standards • Contribute to building and maintaining a comprehensive knowledge base for merchant support agents • Keep abreast of industry trends and changes in the payment processing landscape to ensure our support team remains informed and adept at addressing merchant concerns • Provide one-on-one coaching and mentorship to support agents, assisting them in resolving complex issues and improving their overall performance

• Communicate with our members via phone and email, exhibiting care in every interaction • Listen to our members, providing empathy and solutions to their unique needs • Collaborate with your team to share knowledge and best practices • Accurately document Member interactions and activity

• Take ownership of customer support • Build and improve customer experiences • Work with clear KPIs and smart processes • End-to-end responsibility for support across the PLG (Product-Led Growth) and partner models

• Lead the development and maintenance of the codebase for the City Food Policy Project food commodity model. • Develop software integrations for integrated assessment models used to evaluate the environmental, social, and economic sustainability of livestock production systems. • Research software design, coding, testing, debugging, documentation, and ensuring code compatibility across platforms. • Database design and utilization; user needs analysis and technical support. • Conduct code reviews and train staff and students on modern coding standards. • Contribute to scholarly publications, grant proposals, and research reports.