Head of Merchant Success at Booster Apps

Posted on: 02/09/2021

Location: (REMOTE)

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👋 Howdy, Stuart here, founder of [Booster Apps](https://boosterapps.com/). 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 💩 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](https://booster-apps.breezy.hr/). * 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](https://booster-apps.breezy.hr/p/a45053ed2c90-head-of-merchant-success) and we'll be in touch. Thank you! 🙏 Stuart @ Booster Apps