Commercial Merchant Support Agent

About the role

Commercial Merchant Support Agent - UKIE Location: Manchester Working pattern: Hybrid (3 days in-office) | 37.5 hours per week | Rotational shift pattern may include weekends and public holidays (09:00 - 17:30 - flexible shift start time available). Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Commercial Merchant Support team supports Deliveroo’s restaurant and grocery merchants by delivering efficient and empathetic service with every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things better, this is the place for you. We’re looking for a Commercial Merchant Support Agent to join our Merchant Support team. In this role, you’ll help us deliver fair, timely and high-quality resolutions for our Merchants. You will work primarily with internal account managers, but will occasionally offer direct support to representatives from key merchant accounts. What You’ll Be Doing You’ll be joining the Merchant Support team, working at the forefront of complex and high-impact cases involving our largest restaurant and grocery merchants. Here’s what your day-to-day might look like: Own complex partner resolutions: Manage high-impact queries and escalations from account managers who support our largest restaurant and grocery accounts with an obsessive focus on service excellence. Navigate multi-channel support: Solve intricate issues primarily through non-live channels, utilising phone calls and written correspondence based on account manager/ merchant preference. Deliver end-to-end case management: Independently seek out the best resolutions for complex requirements while keeping account managers and other stakeholders updated throughout the process. Champion the Merchant experience: Act as the face of the commercial team, ensuring every interaction is detail-oriented and resolution-focused to achieve best in class CSAT scores. Help our Merchants succeed - In this role, you are the engine behind our merchants' growth. You'll tackle roadblocks head-on with a focus on first-contact resolution, knowing that your speed and accuracy directly power their business success. You won't just solve problems, you'll act as a strategic partner, introducing value-add initiatives like targeted ad campaigns to help them thrive on our platform. What You’ll Need to Thrive Our ideal candidate will bring strong expertise in the following areas: Strong solution-based mindset: An organised and driven approach to problem-solving in a fast-paced environment. Exceptional communication skills: Ability to handle sensitive cases with empathy and professional clarity. Proven ability to work independently: Comfortable managing a high-volume workload and driving tasks to a favorable outcome autonomously. Commercial mindset: Come to each interaction with an idea how to help and improve the commercial return of Deliveroo Merchants. Operational curiosity: A keen eye for detail and a desire to understand the mechanics of a complex, three-sided marketplace. Technical aptitude: Familiarity with CRM systems, especially Salesforce, telephony platforms, or knowledge bases is a plus. Why Join Us? At Deliveroo, merchant support is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact. 🔧 Make a visible impact every day – Your work directly improves outcomes for customers, riders and restaurant merchants. 🌱 Grow through ownership – Take responsibility for complex cases and help shape improvements to how we operate. 🧠 Develop deep operational expertise – Work across teams and markets to build strong regulatory and service knowledge. 🌎 Deliver together in an inclusive cul

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