Requirements

• Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.
  
• 0–2 years of experience in customer support, customer service, or another customer-facing role, including internships.
  
• Strong verbal and written communication skills, with the ability to explain things clearly and simply.
  
• Comfortable supporting customers across multiple channels, including email, phone, live chat, and social media.
  
• Basic problem-solving skills and strong attention to detail.
  
• Tech-savvy, with the ability to quickly learn new tools and systems.
  

Merchant Support & Issue Resolution

• Serve as a primary point of contact for merchants across live chat, phone, email, WhatsApp, and social media.
  
• Respond to merchant inquiries promptly with clear, accurate, and helpful information.
  
• Support merchants with common issues such as product uploads, order management, store setup, and basic payment-related questions.
  

Customer Experience & Satisfaction

• Deliver fast, friendly, accurate, and consultative support to merchants.
  
• Maintain high customer satisfaction, strong response times, and strong first-contact resolution.
  
• Understand merchant needs and tailor support based on their business type and use case.
  

Documentation & Knowledge Management

• Contribute to Bumpa’s Help Center by creating and updating FAQs, tutorials, and support guides.
  
• Maintain accurate ticket notes and merchant histories in the CRM or support dashboard.
  
• Identify recurring issues and work with Product and Engineering teams to support long-term solutions.
  

Collaboration & Internal Communication

• Liaise with Sales, Account Management, and Engineering teams to resolve cross-functional merchant issues.
  
• Share customer insights, recurring pain points, and feature requests to help inform improvements.
  
• Actively participate in weekly support reviews to evaluate performance metrics and identify opportunities for improvement.
  

What Success Looks Like

• Merchants consistently receive fast, clear, and reliable support across all assigned channels.
  
• Customer satisfaction, response time, and first-contact resolution metrics are maintained at a strong level.
  
• Merchant issues are resolved efficiently, with appropriate escalation and follow-through where needed.