Merchant Experience Partner
HybridAuckland, Auckland, New Zealand
Job Summary
Manage a dedicated portfolio of high-value merchants across restaurant, grocery, alcohol, and retail categories, owning end-to-end white-glove case resolution and proactive issue detection before tickets are raised. Build strong cross-functional relationships with Account Owners, Sales, Operations, and Product teams to represent Merchant Support internally and externally, feeding insights to drive operational improvements. Prioritize the portfolio by revenue value, expansion opportunity, and advocacy potential while managing competing deadlines across a complex stakeholder group. Represent the team at internal tables and with merchants to influence new ways of working. Full-time in-office attendance for the initial training period transitions to a 3-day hybrid pattern.
Required Qualifications
- 2+ years' experience in Account Management, Customer Success, or B2B Customer Support
- Experience from a service environment where you've successfully worked towards service levels and quality targets
- Comfortable mixing merchant-facing work with data analysis and planning
- Initial training period for this role requires full-time, in-office attendance, five days a week, before transitioning to our 3-day hybrid pattern (Monday, Thursday and one other day of your choice)
Desired Qualifications
- Naturally curious — quick to recognise and synthesise patterns, with an inherent drive to solve problems, not just resolve tickets
- Communicate clearly, concisely, authentically and with empathy
- Confident managing a book of business, with strong organisational skills and the ability to multitask, prioritise and manage time effectively
- Show initiative - you spot opportunities to improve, and aren't afraid to challenge 'the way we've always done it'
- Have a growth mindset and a readiness to consistently learn and build new knowledge
- Are excited to learn and embrace new tooling, such as Gemini, Athena (our in-house AI tool), Claude, and others
- Are self-aware — you know your strengths and areas for growth, and are motivated to develop and apply new skills
- It's a bonus if you bring experience in food tech, hospitality, marketplaces, or SaaS
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