Handles high-volume customer claims using Zendesk and internal tools, including high-value merchant claims. Responsibilities include investigating and resolving cases, responding to customers, identifying fraud patterns and system bugs, escalating trends, recommending process improvements, and mentoring newer teammates and seasonal contractors. Requires strong communication, accurate typing, troubleshooting, problem-solving, KPI performance, and occasional overtime or weekend availability.

Prospect and qualify ecommerce merchants through phone, email, LinkedIn, events, and other outreach. Research accounts, personalize outbound sequences, conduct early discovery, qualify opportunities, and coordinate handoffs to Account Executives. Maintain accurate Salesforce data, collaborate with Sales, Marketing, and Revenue Operations, and consistently achieve pipeline and meeting goals through coaching and continuous improvement.