Merchant Support Associate (Remote)

Lopay builds payment tools to empower small businesses worldwide. Our in-person card readers accept Apple Pay, Google Pay and all major cards at less than half the price of our competitors such as SumUpand Square.

Since launching at the beginning of the year, Lopay has been growing 10-15% week on week and is quickly asserting itself as a disruptive player in the face-to-face payments market.

With increasing growth, we are looking for a Merchant Support Associate to join our Operations team on a full or part-time basis.

A key part of a small team, you will be reporting into the Head of Merchant Support and have as much responsibility, ownership and autonomy as you can manage. The ideal candidate will be a strong communicator who is passionate about ensuring our customers (SMEs & sole traders - e.g pet groomers, taxi drivers, personal trainers) enjoy using our app.

About you:

• You enjoy working directly with customers and going the extra mile. You’ve strong verbal and written English and a friendly and professional tone.
• You're interested in apps and have an eye for an intuitive, user-friendly design. You’re happy testing out our product and knowing the features inside out.
• You’re a doer. You’ve got a passion for problem-solving and a drive to help others in a timely manner. You’re able to work autonomously and prioritise effectively.

Responsibilities

• Responding to and tracking inbound calls and messages
• Investigating bugs & issues and escalating as required
• Understanding customers' needs and capturing feature requests
• Taking the lead on projects to improve our customer support, e.g. developing our support articles
• Looking for ways to improve our internal processes and efficiency

Interview Process

Our interviews are typically conducted over Google hangouts and consist of the following phases:

• Initial interview (30 mins)
• Remote take-home or face-2-face task (role-specific, 30 mins)
• Final interview (45 mins)

Benefits

• Stock options
• Company Laptop (MacBook / Windows, your choice) & phone
• Home office equipment allowance
• Fully remote: your life, your way of working
• Optional, ad hoc team meetings in London
• 25 days of holiday a year (plus, statutory public holidays)
• Workplace pension scheme

Job Type: Full-time

Salary: £22,000.00-£29,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Work from home

Schedule:

• Monday to Friday

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 3 years (required)

Work Location: Remote

Application deadline: 16/04/2023