About the Role
In this role, you will drive the vision and execution of a Unified Sales Tooling and Merchant Support platform that transforms how our sales force operates and how merchants experience support across the GoTo ecosystem, supporting our ambitious growth targets. Specifically, you will own the end-to-end product development of a modular platform that enables the rapid scaling of our field sales operations while elevating the overall merchant experience and satisfaction.
On the Sales Tooling side, you will consolidate fragmented tools into a single, intelligent platform that provides real-time visibility, offline capability, and seamless integration across products, including GoPay Merchant App, GoPay Spiker, Moka POS, and Lending solutions. Your goal is to dramatically improve productivity, ensuring our sales executives maximise their time engaging merchants rather than managing administrative tasks.
On the Support side, you will design and refine merchant support tools to enhance efficiency, resolution time, and CSAT whilst reducing operational costs. This includes exploring and implementing chatbot solutions for seamless in-app issue resolution, analysing support data to identify recurring problems, and proactively addressing them through product and process improvements. You'll collaborate closely with Product, Engineering, Business, Sales, and Operations teams to ensure we continuously raise the bar on merchant experience.