Merchant Support Specialist

Vibe Retail is a cloud-based point of sale and payments platform built for retailers who want to sell smarter and scale faster. We're a lean, fast-moving team, and every person here has real ownership over how merchants experience the product.

Role Summary We're hiring a Merchant Support Specialist to be the first point of contact for our merchants. You'll answer support requests, resolve issues quickly, and make sure every merchant who reaches out feels taken care of. You'll also help newly onboarded merchants get settled in as they transition into regular support. You'll work closely with our product and dev teams to keep the merchant experience smooth.

What You'll Do

• Field and resolve day-to-day merchant support requests by phone, email, and chat
• Track and triage merchant issues, escalating to product or dev when needed
• Write and maintain help center articles so merchants can self-serve
• Keep support and CRM records up to date
• Answer the phone with warmth and professionalism as the voice of Vibe
• Help manage trial accounts and follow up on billing details as needed
• Support merchant handoffs and account transitions alongside sales and dev

What We're Looking For

• 1+ years in customer support or account management (retail, POS, or payments experience is a plus)
• Excellent written and verbal communication skills
• Comfortable learning new software quickly and explaining it clearly to non-technical users
• Highly organized, able to juggle multiple merchant accounts and follow-ups at once
• A calm, patient, problem-solving mindset. You like making people's day easier. 
• Able to work in office in Brooklyn, NY

Nice to Have

• Experience with tools like Intercom, HubSpot, or Slack
• Background in retail, payments, or point of sale systems