At SecondShop, we’re a team of Canadians who believe in doing better—for our country, your wallets, and our planet. 
 
We started with a simple idea: why should perfectly good products go to waste or sit unsold when people like you are out there looking for smart ways to save? We have made it our mission to source the highest quality open-box, overstocked, and scratch-and-dent products from the top brands - offering them to Canadians at up to 50% off. But we are not just about savings—we’re about changing how people shop. Say goodbye to paying full price and hello to smarter spending. 

Role Overview:

SecondShop is seeking a customer-focused Merchant Operations Support Specialist - Warranty to join our team and ensure smooth operations for our merchant partners. In this role, you will provide hands-on support for warranty-related processes, resolve merchant inquiries, and contribute to the continuous improvement of our operations. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a passion for operational efficiency.

What you'll be doing:

• Act as the primary point of contact for merchant partners, addressing warranty-related questions and resolving issues promptly.
• Support the end-to-end warranty claim lifecycle, ensuring accurate documentation and timely processing.
• Collaborate with cross-functional teams to ensure seamless communication and alignment on warranty operations.
• Identify and troubleshoot operational challenges faced by merchant partners, providing effective solutions.
• Assist in the creation and implementation of standard operating procedures (SOPs) to enhance operational efficiency.
• Maintain detailed records of merchant interactions and operational activities in the management system.
• Monitor operational metrics and provide feedback for process improvements and policy enhancements.
• Stay up-to-date on warranty policies, industry trends, and best practices to ensure high-quality support.

Who we are looking for:

• Minimum of 2 years of experience in customer support, operations, or a related field, preferably within warranty services or e-commerce.
• Strong problem-solving skills with a proactive approach to identifying and resolving operational issues.
• Excellent verbal and written communication skills, with the ability to build rapport with merchant partners.
• Proficiency in using customer service and operations management tools.
• Exceptional organizational skills and attention to detail, with the ability to manage multiple priorities effectively.
• A collaborative mindset and willingness to work with cross-functional teams.

What we offer:

• A competitive base salary, along with a comprehensive benefits package, including health, dental, and vision coverage. 
• Enjoy the flexibility of remote work with occasional travel to attend in-person team meetings or events.  
• Access to exclusive discounts on SecondShop products for yourself and your family. 
• As a growing startup, SecondShop offers ample opportunities to take on new challenges, contribute to shaping the company’s future, and take ownership of key initiatives. 
• Join a passionate and mission-driven team that values collaboration, innovation, and a shared commitment to sustainability and responsible shopping. 
• Align with a company that believes in sustainability, smart spending, and improving the lives of Canadians. You'll have the chance to make an impact every day!