About Us

　　Merit’s verified identity ecosystem helps trusted organizations across government and enterprise solve critical real-world problems in workforce development, emergency services, licensing, education, defense readiness, and other sectors. Thousands of trusted organizations - including government agencies and nonprofits - use Merit for digital verification of credentials, licenses, training, and skills.

　　Using Merit, organizations can capture and certify people data in containers called merits (Watch this video to learn more: What is Merit?), and grant them to individuals. All of an individual’s merits are stored in one place, providing people agency over their verified data, giving people secure access, and selective sharing with other organizations.

　　By connecting organizations and individuals, the Merit Platform supports a robust verified identity network that serves as a source of truth and trust for entire industries; bringing visibility, liquidity, and trust to people’s data.

　　Florida Division of Emergency Management

　　The Florida Division of Emergency Management partnered with Merit to provide a fast, secure, paperless solution for the verification and time-tracking of thousands of volunteers and paid medical professionals assisting with the statewide COVID-19 vaccination efforts. As a result of our work together, FDEM was named a StateScoop 50 Award winner for the State IT Innovation of the Year.

　　Ohio Department of Education - Afterschool Child Enrichment (ACE) Program

　　After the Ohio State Legislature created the $125M 2-year Afterschool Child Enrichment (ACE) educational savings account program, the Ohio Department of Education (ODE) contracted Merit to inform parents, guardians, and businesses about the new opportunity and eligibility requirements. Merit developed and delivered support systems, workflows, and digital assets for the ACE program. ODE issued digital credentials to parents and guardians certifying student eligibility, enabling them to use the grants with service providers listed in the Education Marketplace, and the Ohio ACE app is a single destination to view account balances and submit claims.

　　Virginia's Department of Professional and Occupational Regulation (DPOR)

　　DPOR partnered with Merit to streamline licensing and digital credentialing for the more than 300,000 Virginia’s Department of Professional and Occupational Regulation (DPOR) partnered with Merit to streamline licensing and digital credentialing for the more than 300,000 professionals across more than 40 industries that are required to have a license to work. With Merit, those licenses are now digital, accessible, and easily verifiable by consumers and businesses.

　　Our Values

　　Merit’s values are more than just words on paper – they permeate the company’s brand, culture, products, and even individual actions. Our values are:

　　Everyone is a friend. We see opportunities everywhere because Merit has endless ways to grow the already vast and self-propagating Verified Identity graph.

　　Building a network of truth and trust. Merit is modeling the real world of Verified Identity into a digital one, built on merits. Society values truth and merits represent the truth.

　　A rising tide lifts all boats. We think about entire industries and how to make the most impact on people’s lives. When we succeed, our employees, partners, and everyone on Merit should succeed.

　　Measure to meaningfully improve. Work is measured by output, not vanity metrics, and the things we do measure have goals.

　　Use Merit to build Merit. The strength of the Merit network, platform, and company compounds with the addition of every partner, consumer, and employee.

　　Benefits at Merit

　　Remote first with flexible working hours Unlimited time-off with encouraged minimums 

　　Medical plans designed to provide comprehensive, high-quality medical and prescription drug coverage with low to no deductible

　　Dental and Vision coverage 

　　Employee Assistance Program with 24/7 support Income protection through basic life insurance, voluntary additional life insurance, and disability insurance

　　401k Program

　　Fully paid parental leave for 6 months for both Moms and Dads

　　Additional support resources like Rightway care concierge, One Medical, Sibly, and SoFi to support employees in getting the most from their benefits from financial to mental health support

　　A dedicated People Operations team always looking for feedback and new opportunities to provide benefits that meet the needs of our employees

　　The Role

　　As a Customer Service Team Manager, you will manage a customer-obsessed team in meeting the needs of our customer base. You will contribute to standard customer service managing tasks, including training new team members to answer and troubleshoot technical questions from the team and the users and developers they support.  In addition, you will focus on creating and maintaining the data connections and tools required for the customer service team to address customer needs quickly and with context. You will work closely with the Head of Customer Success to ensure that Customer Service tools and processes adapt to product changes and continue to provide our customers with the best possible support.

　　ResponsibilitiesTake ownership of customer service team issues and follow problems through to resolutionSet a clear mission and deploy strategies focused toward that missionDevelop support procedures, policies, and standardsKeep accurate records and document customer service actions and discussionsAnalyze statistics and compile accurate reportsMentor and develop customer service specialists and nurture an environment where they can excel through encouragement and empowermentApply best practices to areas of improvementControl resources and utilize assets to achieve qualitative and quantitative targetsAdhere to and manage the approved budgetMaintain an orderly workflow according to prioritiesProblem-solving efficiently with customers through different communication channels such as email, text, phone, live chat, video calls, and messenger appsContribute technical knowledge and perspective to the customer service team and drive diagnosis and trouble-shooting for technical support and user issuesCreate, maintain, and monitor data connections between Merit systemsOwn communication between Customer Service, data, and engineering teams for technical bugs, upcoming changes, and any other issuesContribute to a customer-obsessed team and company-wide culture that empowers customers, members, and partners to maximize the value they derive from Merit in a repeatable and scalable wayDescribe all functions, features, and details of our products and services to our customersMaintain assigned tickets in a standard support workflowAnalyze and report product malfunctionsMaintain communication with multidisciplinary teams to ensure correct paths are available for the escalation of incoming inquiriesSupport maintenance of a documented knowledge base to meet internal and customer needs and to steadily improve the standardization and efficiency of our support functionRepresent the voice of our customer base and bring useful insights to help our teams better understand how our customers experience our products and servicesHelp us establish our reputation as a company that offers excellent customer service

　　Qualifications5+ years experience in a Customer, Technical, Management, and/or Sales Support roleExperience with automation systems: Zapier,  ITTT, Automate.io, Power AutomateProficiency in a CRM such as Hubspot, Salesforce, Zendesk, or other Proficiency in either Google Sheets, Excel, or bothAbility to multitask effectively and follow through on tasksTechnical training on integrated web applicationsExcellent communication skills, both written and verbal. Adept at communicating benefits and managing conflict where it arises Highly motivated, values-driven Customer Service team player with high energy, and enthusiasmDemonstrated success in consistently delivering against short and long term objectivesExcellent collaboration skills and ability to communicate cross-functionally Detail and data-oriented with proven ability to drive multiple projects forward simultaneouslyAvailability 5:30am - 11:30pm Eastern and/or Western (Rotating)Willingness and ability to work a modified week or rotating on-call weekendsWillingness and ability to travel to conferences as neededAbility to thrive in a fast-paced start-up environment

　　Soft SkillsActive ListeningPositive VocabularyManaging AmbiguityCreative Problem SolvingTime ManagementFollow-up Questioning

　　Merit’s salaries are competitive and transparent. Here’s a link to our pay bands: https://www.merits.com/resources/paybands/corporate-operations

　　At Merit, we don’t just accept differences, we celebrate, support, and value them for the innate benefit of our employees, the competitive advantage of our products, and the strength of the communities we are a part of. Merit is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We encourage applications from veterans and military spouses.

　　Merit is dedicated to providing an accessible environment for all candidates during the application process and for our employees. If you need accessibility assistance or a reasonable accommodation, you may contact us at [email protected].