• Lead and develop the Merchant Support team, setting clear performance expectations and accountability standards. • Foster a high-performance, inclusive team culture by setting clear expectations, modeling company values, promoting open communication and accountability, and investing in team development and engagement. • Define, track, and evolve KPIs across SLA, CSAT, quality, and efficiency. • Drive workforce planning, hiring strategy, and coverage planning. • Establish scalable processes that allow the team to grow efficiently while maintaining high-quality merchant experiences. • Own the end-to-end escalation framework, ensuring high-impact merchant issues are resolved quickly and transparently. • Partner closely with Product and Engineering to influence sprint planning and roadmap prioritization. • Enforce and build on prioritization frameworks grounded in merchant impact. • Represent the voice of the merchant in cross-functional planning discussions. • Serve as the escalation point for your team members with merchants when necessary. • Oversee queue strategy, volume forecasting, and workflow optimization within Front, our support email management tool. • Lead the evolution of AI tooling adoption and automation within Support. • Ensure ongoing Help Center maintenance in partnership with Product Marketing as the product evolves. • Maintain oversight of feature flags, configuration changes, carrier overrides, and operational edge cases. • Build and maintain structured KPI tracking systems and documentation within Google Workspace. • Partner with Accounts and Onboarding leadership to align on shared merchant outcomes and improve how Loop supports merchants at scale. • Surface recurring friction points and drive systemic improvements with Product and Engineering teams. • Monitor merchant feedback channels, including app store reviews, and translate insights into action.