Job description
You’ll be the front line for our restaurant partners, resolving their issues quickly and keeping their operations running smoothly on our platform.
From ticket triage to troubleshooting menus, orders, and payouts, you’ll combine great communication with sharp problem-solving to deliver a reliable, friendly experience that partners trust.
You’ll also spot recurring issues, document fixes, and collaborate with Ops, Product, and Finance to prevent problems before they happen.
● Handle partner tickets end-to-end: Acknowledge, diagnose, resolve, and follow up within defined SLAs; keep partners updated with clear, professional communication.
● Troubleshoot menu, order, and platform issues: Fix or guide fixes for menu inaccuracies, store hours, order flow failures, tablet/app problems, payment/payout concerns, and basic device/network issues.
● Escalate the right way: Identify scope/impact, capture reproduction steps and logs/screenshots, and route complex cases to Tier 2, Product Support, Logistics, or Finance with a crisp summary.
● Maintain accurate docs: Create/update knowledge base articles, macros, and runbooks; flag content gaps and deprecate outdated guidance.
● Protect restaurant uptime: Proactively monitor store status and high-impact incidents (e.
g., bulk order failures, integrations down) and coordinate fast recovery with internal teams.
● Data hygiene & reporting: Tag tickets correctly, record root causes, and contribute to weekly insights on top drivers, trends, and prevention ideas.
● Partner education: Share best practices (prep times, RTP/dispatch workflows, selfserve tools) and drive adoption of new features.
● Quality & compliance: Follow policy, handle sensitive data appropriately, and meet internal quality standards on accuracy, tone, and completeness ● 1–3 years in customer/partner support, account coordination, or operations (marketplaces, SaaS, POS, last-mile, or food delivery preferred).
● Confident troubleshooting skills across web/app flows; comfortable with basic device/network checks and step-by-step guidance.
● Strong written and verbal communication in English (additional local language(s) a plus); able to simplify complex issues.
● Organized, detail-oriented, and calm under pressure; excels at multitasking in ticket queues and chat/phone channels.
● Experience with a ticketing system (e.
g., Zendesk, Freshdesk), CRM, and basic spreadsheets for case notes and reporting.
● Willingness to work shifts, evenings/weekends, and local holidays on a rotation as the business requires.
This job post has been translated by AI and may contain minor differences or errors.
