Job Description / Skills Required
The Merchant Success Manager role is responsible for ensuring that merchants have a best-in-class experience selling on Groupon Goods Marketplace. Ownership will range from managing our five member Merchant Success team to ensure support SLAs are achieved, developing and executing plans to reduce merchant contact rates, to partnering with the Product and Operations teams to improve the overall merchant experience.
Manage team schedules and support channel focus in order to maintain merchant support SLAs
Monitor and analyze merchant support reasons in order to develop strategies to reduce contact rates and improve the overall merchant experience
Regularly partner with Operations and Product teams to develop and implement improvements to both achieve higher SLA performance and reduce merchant contact frequency
Build and maintain key operational reporting and streamline ad-hoc reporting
Develop a best-in-class support community and resource base for Goods Marketplace merchants
Continuously evaluate merchant platform for risk factors and develop strategies to manage them
Provide weekly KPI and roadmap updates to senior management
Oversee and streamline the merchant payment process
3-5 years in business operations or merchant/customer support preferred
Advanced knowledge of Excel preferred
Excellent verbal and written communication skills; ability to communicate effectively with different levels of management, as well as the business and technical communities.
Demonstrated ability to be productive and make decisions with a high level of discretion with minimal supervision. Must be results oriented and able to move forward without complete information
Strong analytical and problem-solving skills.
Must be comfortable with changing requirements and priorities. Must be able to proactively communicate status and identify risks
Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.