[Hiring] Merchant Support Associate @Bask Health

Role Description

We're looking for a Merchant Support Associate, Entry Level to help entrepreneurs and businesses using Bask Health with routine software questions, platform navigation, and everyday support needs. This is an entry-level, customer-facing position designed for someone who wants to develop experience in SaaS customer support, e-commerce technology, and merchant operations.

• Help customers understand how to use supported platform features.
• Troubleshoot common issues and find the right resources when they need assistance.
• Work closely with Customer Success Managers, technical support specialists, and other internal teams.
• Respond to routine merchant support requests through approved communication channels.
• Provide approved guidance on basic storefront, questionnaire, and checkout-related questions.
• Follow established troubleshooting procedures when customers encounter common software problems.
• Document the problem clearly and accurately.
• Escalate complex problems to technical support or customer success engineering teams.
• Maintain accurate records of merchant interactions and support requests.
• Help customers locate onboarding resources, tutorials, and support documentation.
• Participate in training on new platform features and support procedures.
• Work with more experienced team members to understand complex support situations.
• Help identify small improvements that make support processes more efficient.
• Take ownership of assigned tasks and continue developing customer support skills.

Qualifications

• Entry-level to 1 year of relevant experience in customer support, customer service, retail, e-commerce, or a related customer-facing environment.
• Strong interest in helping customers and solving problems.
• Clear written and verbal communication skills.
• Ability to explain information simply and professionally.
• Comfortable learning and navigating web-based software.
• Strong organizational skills and attention to detail.
• Willingness to learn customer support ticketing systems and internal tools.
• Professional and respectful communication skills.
• Ability to remain calm when assisting frustrated customers.
• Willingness to learn about e-commerce and online merchant operations.

Requirements

• Ability to follow established troubleshooting and support procedures.
• Ability to document customer questions and follow-up tasks accurately.
• Strong problem-solving skills and willingness to investigate issues.
• Ability to recognize when a request requires escalation.
• Availability to collaborate during required U.S. Eastern Time working hours.
• Comfortable working in a growing software company with evolving processes.
• Strong initiative, reliability, and willingness to learn.

Benefits

• Contribute to a team environment that values initiative, accountability, and continuous learning.
• Build experience working directly with entrepreneurs and growing businesses.
• Understand how reliable customer support contributes to a positive merchant experience.
• Encouraged to take ownership of your work while asking for guidance when needed.