Commercial Merchant Support Agent

<div class="content-intro"><p><strong>Our Global Structure</strong></p> <p><br>Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.</p></div><p><strong>Location:</strong> Manchester</p> <p> </p> <p><strong>Working pattern:</strong> 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).</p> <p> </p> <p>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.</p> <p> </p> <p>We’re looking for a <strong>Commercial Merchant Support Agent</strong> 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.</p> <p> </p> <p><strong>What You’ll Be Doing</strong></p> <p> </p> <p>You’ll be joining the <strong>Merchant Support</strong> team, working at the forefront of complex and high-impact cases involving our largest restaurant and grocery merchants.</p> <p> </p> <p>Here’s what your day-to-day might look like:</p> <p> </p> <ul> <li> <p><strong>Own complex partner resolutions:</strong> Manage high-impact queries and escalations from account managers who support our largest restaurant and grocery accounts with an obsessive focus on service excellence.</p> </li> <li> <p><strong>Navigate multi-channel support:</strong> Solve intricate issues primarily through non-live channels, utilising phone calls and written correspondence based on account manager/ merchant preference.</p> </li> <li> <p><strong>Deliver end-to-end case management:</strong> Independently seek out the best resolutions for complex requirements while keeping account managers and other stakeholders updated throughout the process.</p> </li> <li> <p><strong>Champion the Merchant experience:</strong> Act as the face of the commercial team, ensuring every interaction is detail-oriented and resolution-focused to achieve best in class CSAT scores.</p> </li> <li> <p><strong>Help our Merchants succeed </strong>- 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.</p> </li> </ul> <p> </p> <p><strong>What You’ll Need to Thrive</strong></p> <p> </p> <p>Our ideal candidate will bring strong expertise in the following areas:</p> <p>&nb