Customer and Merchant Advocacy III Agent

📋 Description

• Own daily operational tasks including refunds, account closures, and gatekeeper queue.
• Maintain full coverage when teammates are absent; escalate if coverage is at risk.
• Shift priorities dynamically based on volume, escalations, or team needs.
• Manage ongoing merchant partner casework, follow-ups, and resolution tracking.
• Prepare and distribute weekly strategic partner reports.
• Serve as senior escalation resource for CMAT agents to drive resolutions.

🎯 Requirements

• 2+ years in customer advocacy, disputes, or related operations.
• Able to manage high volumes of time-sensitive tasks independently.
• Strong written and verbal communication across Slack, email, Salesforce.
• High accountability; ownership; follows through without escalation.
• Comfortable navigating ambiguity and making decisions with partial info.
• Experience with cross-functional teams and escalation paths.
• Proficiency with CRM systems (Salesforce preferred) and Slack.

🎁 Benefits

• Comprehensive medical, dental, and vision coverage.
• 20 PTO days + 11 paid holidays.
• 401(k) retirement with company matching.
• Student loan and tuition reimbursement.
• Commuter assistance.
• Parental leave.