Merchant Support Specialist: Complex Resolutions & Growth

deliveroo; Manchester; Hybrid; GBP 30,000 - 38,000; Full time

Benefits offered by this job

25 days holiday

Bank holidays

Deliveroo Plus subscription

Company-paid team meals

Online learning courses

Gym discounts

Cycle to work

Enhanced pension contributions

Job summary

Deliveroo is hiring a Commercial Merchant Support Agent in the UKIE region, based in Manchester with a hybrid pattern (3 days in-office). You’ll join our Merchant Support team to deliver fair, timely resolutions for merchants and collaborate with account managers.

Day-to-day includes owning complex resolutions, multi-channel support, end-to-end case management, and championing the merchant experience to boost CSAT. You’ll help merchants grow through proactive support and value-add initiatives.

Qualifications

• Strong, solution-based mindset for fast-paced env.
• Excellent written and verbal communication.
• Ability to work independently in high-volume setting.
• Commercial mindset to optimise merchant value.
• Curiosity about three-sided marketplace mechanics.
• Familiar with CRM tools like Salesforce.

Responsibilities

• Own complex partner resolutions: manage high-impact queries and escalations with focus on service excellence.
• Navigate multi-channel support: solve issues via non-live channels, calls, and written correspondence.
• Deliver end-to-end case management: find best resolutions and keep stakeholders updated.
• Champion the Merchant experience: ensure interactions are detail-oriented and resolution-focused to achieve top CSAT.
• Help our Merchants succeed: drive merchant growth with proactive support and value-add initiatives.

Skills

Solution-based mindset

Exceptional communication

Independent worker

Commercial mindset

Operational curiosity

Technical aptitude

Tools

Salesforce

CRM systems

Telephony platforms

Job description

Deliveroo is hiring a Commercial Merchant Support Agent in the UKIE region, based in Manchester with a hybrid pattern (3 days in-office). You’ll join our Merchant Support team to deliver fair, timely resolutions for merchants and collaborate with account managers.

Day-to-day includes owning complex resolutions, multi-channel support, end-to-end case management, and championing the merchant experience to boost CSAT. You’ll help merchants grow through proactive support and value-add initiatives.