Manager, Merchant Accounts

1 month ago

Toronto, Canada GoBolt Full time

**Join Our Mission**:
At GoBolt, we provide a technology-driven, customer-centric and sustainable approach to ecommerce and last-mile logistics for businesses of all sizes - from local brands to large national retailers. By operating as an extension of our customer's team, we deliver best-in-class services every step of the way.

We're building North America’s largest electric vehicle fleet to help bring sustainability to an industry notorious for its heavy impact on the environment. We are in high growth mode and building for the future, which is where you come in

We are seeking a dynamic and results-oriented** Manager of Merchant Accounts** to oversee and strengthen relationships with our merchant partners. In this role, you will work closely with our Operations and Sales teams to ensure smooth and efficient processes for our merchants while serving as the primary escalation point for complex issues. As a key team leader in our fast-paced environment, you’ll leverage your problem-solving abilities and customer-first mindset to support our merchants' success and drive continuous improvement across our service delivery.

**Key Responsibilities**:

- Oversee a team of Account Managers and serve as the point of contact for key merchant accounts, building and maintaining strong relationships to enhance trust and long-term partnerships.
- Proactively identify, analyze, and resolve escalated issues, ensuring quick and effective resolutions that maintain high levels of merchant satisfaction.
- Collaborate closely with cross-functional teams (operations, customer support, and tech and finance) to streamline processes, troubleshoot issues, and enhance service offerings for our merchant partners.
- Oversee the end-to-end lifecycle of merchant accounts, including onboarding, support, performance tracking, and regular reporting on account health and satisfaction.
- Develop and implement strategies to improve the merchant experience, reduce escalations, and increase overall account stability and satisfaction.
- Monitor and analyze account metrics, using data insights to identify opportunities for account optimization and problem resolution.
- Design and implement efficient workflows and processes to scale account management efforts, reduce inefficiencies, and adapt to rapid business changes.
- Prepare and present regular reports and insights to senior leadership, outlining key account performance, escalations handled, and areas for improvement.

**Qualifications**:

- **Education**: Bachelor’s degree in Business, Supply Chain, Operations, or a related field (preferred but not required).
- **Experience**:

- 4+ years of experience in account management, preferably within logistics, supply chain, or a similar fast-paced environment.
- Proven experience in handling complex escalations and resolving critical issues in a timely, effective manner.
- Track record of working in high-growth or startup-style environments, with the ability to adapt and thrive in changing conditions.
- **Skills**:

- **Leadership Skills**:Fantastic leadership skills with proven ability to manage a strong team.
- **Problem Solving**: Exceptional problem-solving skills with a strategic approach to quickly diagnose and resolve issues.
- **Escalation Management**: Strong escalation handling abilities, with a calm, solution-focused approach under pressure.
- **Communication**: Excellent communication skills (both written and verbal) with the ability to manage merchant relationships and navigate difficult conversations professionally.
- **Analytical Skills**: Proficiency in analyzing data and account metrics to inform decision-making and identify improvement areas.
- **Technical Skills**: Familiarity with CRM and account management tools (Salesforce, Netsuite), as well as proficiency in data analysis software (e.g., Excel, Google Suite) for performance tracking and reporting.
- **Personal Attributes**:

- Highly organized, with an eye for detail and a commitment to process improvement.
- A proactive and self-driven attitude, with the ability to prioritize effectively in a fast-paced environment.
- Team player who thrives on collaboration and cross-functional problem-solving.
- Customer-centric mindset, dedicated to delivering exceptional service for merchant partners.

**Preferred Qualifications**:

- Experience in logistics, transportation, or e-commerce industries.
- Understanding of the unique challenges and dynamics of a startup-style environment.
- Knowledge of best practices for managing high-volume, complex accounts.

This role is ideal for a motivated leader who excels at problem-solving and handling complex issues in a fast-paced setting. If you're passionate about creating value for merchant partners and driving continuous improvement, we’d love to hear from you

**Why Join Us?**

We are innovative, goal-oriented, and are always on the search for energetic and passionate people who are eager to learn and would like to have a rare op

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