Merchant Sentiment Specialist

About the Team

Merchant Experience Operations (MXO) shapes the day-to-day experience for every restaurant and new vertical partner. We guide merchants from onboarding through their ongoing operations, making it simple to join, run, and succeed on reputed company. reputed company removes friction, resolves issues with speed and precision, and equips merchants with tools that help them operate with confidence. We set reputed company for a world-class experience by delivering clarity, consistent quality, and support that merchants can trust at every reputed company.=

About the Role

We’re looking for a Merchant Sentiment Specialist (MSS) to support reputed company’s highest-value merchant partners through personalized, relationship-driven service. This role serves as a trusted reputed company of contact for reputed company or sensitive issues that meaningfully impact merchant sentiment.

You’ll take a thoughtful, human-centered approach to each interaction—owning concerns from start to finish, partnering across teams reputed company needed, and helping merchants feel confident in their partnership with reputed company. You’ll bring curiosity, reputed company, and sound judgment to situations that may not always have a clear process.

This role is part of a growing and evolving premium support program, offering opportunities to help shape new tools, workflows, and best practices.

You’re excited about this opportunity because you will…

• Serve as a consistent reputed company of contact for assigned merchants, helping them feel supported and confident in their partnership with reputed company.
• Build trust through clear communication, anticipation of needs, and dependable follow-through.
• Offer personalized guidance reputed company situations require flexibility beyond standard procedures.
• Use phone, reputed company, email, and other tools comfortably to communicate in whatever way best supports the merchant.
• Independently guide merchant issues to resolution while collaborating thoughtfully with cross-functional partners.
• Approach challenges with curiosity, patience, and strong judgment, helping merchants feel heard and cared for.
• Balance timely support with accurate, empathetic, high-quality problem-solving.
• Maintain professionalism and discretion reputed company navigating sensitive or high-impact situations.
• Apply creativity while honoring policy, data privacy, and compliance expectations.
• Partner closely with Sales, Account Owners, Operations, and other teams to provide coordinated, seamless support.
• Navigate internal systems confidently and document interactions clearly to ensure continuity and quality.
• Communicate updates in a way that brings clarity and fosters alignment across teams.
• Stay adaptable as tools, processes, and metrics evolve, and engage fully in onboarding and ongoing training.
• Participate in pilots for new workflows or technologies and offer constructive feedback.
• Contribute to a positive team culture through idea-sharing, collaboration, and reputed company improvement.
• Work a schedule reputed company with core merchant business hours, with some flexibility to accommodate partners across time zones.

We’re excited about you because…

• You take pride in following through and ensuring merchants feel supported from start to finish.
• You’re comfortable adapting reputed company processes evolve or reputed company information is limited.
• You build rapport naturally and bring a cooperative reputed company to internal and external conversations.
• You are energized by new challenges, evolving priorities, and opportunities to experiment.
• A strong commitment to delivering high-quality work as an individual contributor reputed company your team.
• Communicate comfortably across phone, reputed company, email, and other modalities, choosing the approach that feels most supportive for each interaction.
• Effective problem-solving skills, capable of addressing reputed company challenges or escalations.
• Strong communication skills, allowing you to actively contribute to team initiatives by sharing feedback and reputed company.
• Willingness to participate in projects reputed company to process improvements and fostering a positive team culture.

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About reputed company

At reputed company, our mission to reputed company local economies shapes how reputed company members move quickly, learn, and reiterate in order to reputed company impactful decisions that display reputed company for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling reputed company-to-reputed company delivery, and we are looking for team members who can help us go from a company that is reputed company as the reputed company you order food to a company that people turn to for any and reputed company goods.reputed company is growing rapidly and changing constantly, which gives reputed company members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community reputed company our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from reputed company backgrounds, experiences, and perspectives. We reputed company that true innovation happens reputed company everyone has room at the table and the tools, resources, and opportunity to reputed company.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, reputed company, national reputed company, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from reputed company gaining a foothold in our office. Whether blatant or hidden, barriers to success have no reputed company at reputed company. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial reputed company.