Senior Merchant Experience Agent

**About Sezzle**:
With a mission to financially empower the next generation, Sezzle is revolutionizing the shopping experience beyond payments, blending cutting-edge tech with seamless, interest-free installment plans that make shopping smarter and more accessible. We're not just transforming payments; we're redefining how people discover, interact with, and purchase the things they love while driving real impact on merchant sales through increased conversions and higher order values. As we continue to shape the future of fintech and retail, we're building an innovative, dynamic team passionate about creating more than just a transaction but a truly unique shopping journey. If you're excited about pushing boundaries in tech and delivering a game-changing experience for consumers and merchants alike, come join us at Sezzle and help create the future of shopping

**About the Role**:
We are seeking a talented and motivated** Senior Merchant Experience Agent**who is best in class with a high IQ plus a high EQ. This role presents an exciting opportunity to thrive in a dynamic, fast-paced environment within a rapidly growing team, with abundant prospects for career advancement. The Merchant Experience Team at Sezzle is looking for a focused and hardworking individual and will be responsible for overseeing and assisting Account Management and Merchant Support tasks.

**What You'll Do**:

- Overseeing and working phone and ticket queues from our partnered merchants.
- Working with Merchant Accounts to ensure successful onboarding and satisfaction.
- Ensuring Merchant satisfaction and measuring NPS reviews and scores.
- Work with management to complete tasks and projects assigned.
- Work with management to track and manage/improve KPI's.

**What We Look For**:

- Proven work experience or interest with Business to Business support and/or account management.
- Experience in a customer service setting.
- Excellent communication and listening skills.
- Intermediate to advanced computer skills.
- Ability to adapt to changes in product and procedures.

**Preferred Qualifications**
- Experience with ZenDesk (chat, tickets and phone).
- Experience with Salesforce and Salesloft.
- 1-3 years of experience with Business to Business support/communication.

**About You**:

- **You have relentlessly high standards** - many people may think your standards are unreasonably high. You are continually raising the bar and driving those around you to deliver great results. You make sure that defects do not get sent down the line and that problems are fixed so they stay fixed.
- **You're not bound by convention** - your success—and much of the fun—lies in developing new ways to do things
- **You need action** - speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk-taking.
- **You earn trust** - you listen attentively, speak candidly, and treat others respectfully.
- **You have backbone; disagree, then commit**:

- you can respectfully challenge decisions when you disagree, even when doing so is uncomfortable or exhausting. You have conviction and are tenacious. You do not compromise for the sake of social cohesion. Once a decision is determined, you commit wholly.
- **You deliver results**:

- you focus on the key inputs and deliver them with the right quality and in a timely fashion. Despite setbacks, you rise to the occasion and never settle.

**What Makes Working at Sezzle Awesome**:
At Sezzle, we are more than just brilliant engineers, passionate data enthusiasts, out-of-the-box thinkers, and determined innovators. We believe in surrounding ourselves with only the best and the brightest individuals. Our culture is not defined by a certain set of perks designed to give the illusion of the traditional startup culture, but rather, it is the visible example living in every employee that we hire.

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