Advanced Specialist, New Verticals Merchant Sentiment
Core
Partner with Account Owners to provide proactive and reactive support to high-value Managed Merchants, troubleshooting platform issues and driving merchant health.
Role type
Senior IC customer support specialist (merchant success)
Builds
Merchant retention and platform adoption for high-volume Managed Merchants
Domain
Food delivery logistics / SaaS platform support
Deliverable
client delivery
Required skills
High-volume support experience, relationship management, strategic problem solving, data interpretation, cross-functional collaboration
Preferred skills
SQL/Mode proficiency, metric-driven environment experience, creative process improvement
Technologies
Salesforce, G Suite (GSheets/Excel), Google Sheets, internal bulk tools
Responsibilities
Troubleshoot support issues (payment, portal, menu updates, ownership changes) for assigned Managed Merchants; Conduct weekly syncs with Account Owners and recurring meetings with merchants; Build long-term relationships with high-revenue/volume merchants; Pilot new experiences for high-value merchants; Resolve catalog and inventory issues using internal tools; Prioritize and escalate issues with internal teams.
Seniority
Senior, hands-on IC
