The opportunity
The Merchant excellence team is accountable for supporting restaurant and retail partners across all markets with key onboarding and lifecycle tasks, acting as their operational support team once they’re live on the platform.
What you'll do
Manages partner contacts across live and non‑live channels globally, with: UKIE representing the largest share of demand.
Handles admin and technical tasks for SMB, Mid‑Market and National partners: (e.g. account and menu creation, menu edits, tablet installation and troubleshooting, photography, compliance actions like DAC7, refund disputes, and inbound phone/chat support).
Acts as the sole point of contact for self‑serve partners after they: “graduate” from early‑life onboarding, working closely with New Partner Experience and Account Management teams.
Managing channel, queue and team leader/ agent performance across our: in-house teams in Manchester, UK and Milan, Italy.
Identifying trends in performance and conducting root cause analysis (e.g.: Team Leader/agent productivity) to drive improved performance.
Present market performance updates and strategic implications to executive leadership.
What they're looking for
- Identify Operational efficiencies that can be gained through automation and process improvements.
- Monitoring and Tracking: Daily/weekly monitoring of key performance indicators (KPIs) for channels (e.g., chat, email, phone), service queues, team leaders, and individual agents across UKI and EU.
- Root Cause Analysis (RCA): Conducting deep dives and methodical investigations to identify the fundamental reasons behind performance trends (e.g., analysing agent productivity, training gaps, system errors, or vendor operational issues).
- Trend Identification: Analysing data to spot emerging or recurring patterns in team and channel performance, service demand, and partner feedback.
