Customer and Merchant Advocacy III Agent

📋 Description

• Senior IC on the CMAT team handling complex, high-risk escalations.
• Own daily CMAT operations, tasks, and coverage across teams.
• Manage ongoing casework with merchant partners and escalation tracking.
• Coordinate strategic partner communications and weekly reports.
• Maintain CMAT content in Guru and support QA activities.

🎯 Requirements

• 2+ years in customer advocacy or related operations.
• Capable of high-volume, time-sensitive tasks independently.
• Strong written and verbal communication across Slack, email, Salesforce, and phone.
• High accountability; follows through without reminders.
• Navigate ambiguity and make sound decisions with partial data.
• Experience in cross-functional teams; CRM and collaboration tools.

🎁 Benefits

• Comprehensive medical, dental, and vision coverage.
• 20 PTO days + 11 paid holidays.
• 401(k) retirement with company matching.
• Student Loan & Tuition Reimbursement.
• Commuter assistance.
• Parental leave (maternal + paternal).