Merchant Success Specialist

Job description

Who Are We We Are the employer! a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully processed over 6 billion (yes, billion with a B) orders so far! making the employer one of the most rapidly evolving SaaS companies to ever emerge from the MENA region. Also the employer has achieved three rounds of funding, with the latest raising $170 million in the largest SaaS funding round in MENA, boosting its innovation capabilities to better serve business owners. The Job in a Nutshell We are looking to hire an Merchant Success Specialist who will be responsible for ensuring a smooth customer journey from contract signature until full utilization. This involves analyzing new deals signed, facilitating onboarding, fast tracking installation and monitoring utilization. This work will be with our most important and exciting products: the employer pay, CDS and, the employer One which are all about enabling our customers to accept card and omnichannel digital payments. Pay products help shape the Food & Beverage industry’s payments experience in thousands of restaurants and stores across the Middle East. What Will You Do • Tracking Registration: all signed contracts must be registered in all systems within 24 hrs. You are responsible to follow up with stakeholders to ensure fast registration. • Tracking installation: You are responsible to ensure accurate implementation of Pay installation SLA with both external and internal vendors. • Conducting quick calls after the merchant is live to check if any help/training is needed. • Act as a communication channel to educate merchant about new releases, features and offers • Full understanding of the reconciliation cycle where it’s at most important to educate and answer merchant complicated questions. • Ensuring customer utilization of the provided services. This will require regular monitoring of newly installed devices and conducting calls, messages to ensure merchants will continue to enjoy our services. • 3 months monitoring, communicating, ensuring zero complaint by merchants. • Proactively preventing churns: you will receive daily reports of potential churn and you will ensure stopping it. • Process improvement: You will be responsible for identifying opportunities to improve any part of the full Pay cycle, and working with other teams to implement process improvements. What Are We Looking For • Experience: Previous experience working in payment operation is preferred. Who Will Excel Anyone who has: • Knowledge and understanding of the fintech and payment industry. • Willingness to relocate to our Riyadh office. • Arabic language. High Volume of Calls What We Offer You We believe you will love working at the employer! • We have an inclusive and diverse culture that encourages innovation and flexibility in-offices. • We offer highly competitive compensation packages, including bonuses and the potential for shares. • We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment. • We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.

Requirements

• Technical skills: You should have strong technical skills, including proficiency in Microsoft Excel and other data analysis tools.
• Analytical skills: You should have strong analytical skills and be able to identify trends and patterns to fix the process and ease onboarding.
• Communication skills: Strong communication skills are essential for this role, as you will be required to communicate with various stakeholders, including finance, engineering and customer support teams, as well as third-party service providers.
• Problem-solving skills: You in this role should be a proactive problem-solver who can identify issues and develop effective solutions.
• Knowledge of payment regulations: Having a good understanding of payment regulations, local regulations, to ensure compliance with industry standards is a good to have.
• Familiarity with the F&B industry.
• Join a talented team of over 30 nationalities working in 14 countries, and gain valuable experience in an exciting industry.

Skills