Merchant Support Specialist — Impact & Growth (Hybrid UK)

Deliveroo; Manchester (NH); Hybrid; USD 38,000 - 48,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Health, dental, and life insurance

Deliveroo Plus subscription

Team meals

Online learning courses

Gym discounts

Cycle to work scheme

Enhanced pension contributions

Job summary

Deliveroo in Manchester is seeking a Commercial Merchant Support Agent to help drive fair, timely resolutions for our restaurant and grocery merchants. You’ll work primarily with internal account managers and occasionally support merchant accounts directly.

The role requires a strong solution-based mindset, exceptional communication, independence, and a commercial focus to support merchant growth and CSAT goals.

Qualifications

• Strong solution-based approach to problem-solving in a fast-paced environment.
• Excellent written and verbal communication with empathy and clarity.
• Ability to work independently with high-volume workload.
• Commercial focus on improving merchant return and value.
• Curiosity about how a three-sided marketplace operates.
• Familiarity with CRM systems and related tools.

Responsibilities

• Own complex partner resolutions for high-impact queries.
• Navigate multi-channel support, prioritising written and phone interactions.
• Deliver end-to-end case management with regular stakeholder updates.
• Champion the merchant experience with detail-oriented resolutions.
• Support merchant growth through proactive, value-add initiatives.

Skills

Solution-based mindset

Exceptional communication

Independent work

Commercial mindset

Operational curiosity

Technical aptitude

Tools

Salesforce

Telephony platforms

Knowledge bases

Job description

Deliveroo in Manchester is seeking a Commercial Merchant Support Agent to help drive fair, timely resolutions for our restaurant and grocery merchants. You’ll work primarily with internal account managers and occasionally support merchant accounts directly.

The role requires a strong solution-based mindset, exceptional communication, independence, and a commercial focus to support merchant growth and CSAT goals.