Partner Care Agent

End-to-End Ticket Management: Acknowledge, diagnose, and resolve partner issues within defined SLAs while maintaining clear, professional communication throughout the process. Technical Troubleshooting: Fix or guide partners through inaccuracies in menus, store hours, order flow failures, tablet/app glitches, and payment or payout concerns. Strategic Escalation: Identify the scope and impact of complex cases, capturing necessary logs and screenshots to provide crisp summaries for Tier 2, Product, or Finance teams. Uptime Protection: Proactively monitor store statuses and high-impact incidents (like bulk order failures) to coordinate fast recovery and minimize business disruption. Knowledge Management: Create and update knowledge base articles, macros, and internal runbooks to ensure the support team has the most current guidance. Data & Reporting: Maintain high data hygiene by correctly tagging tickets and recording root causes to contribute to weekly insights on performance trends. Partner Education: Drive the adoption of new features and share best practices regarding preparation times and dispatch workflows to improve partner efficiency.

Experience: 1–3 years in partner support, account coordination, or operations (experience in SaaS, Marketplaces, or Food Delivery is highly preferred). Technical Aptitude: Confident troubleshooting skills across web and app flows, including basic device and network checks. Tools: Familiarity with ticketing systems (e.g., Zendesk, Freshdesk), CRM software, and basic spreadsheets for reporting. Communication: Strong written and verbal English skills with the ability to simplify complex technical issues for non-technical partners. Soft Skills: Highly organized, detail-oriented, and able to remain calm under pressure while multitasking in a high-volume queue. Flexibility: Willingness to work in a shift rotation, including evenings, weekends, and local holidays as required by the business.

Cross-Functional Growth: Gain deep exposure to Ops, Product, and Finance, providing a clear path into specialized operational or product roles. Dynamic Environment: Work at the center of a fast-moving marketplace where your problem-solving has an immediate impact on local businesses. Skill Development: Master industry-standard tools and methodologies in technical support and partner success. Operational Influence: An opportunity to move beyond "answering tickets" to actually influencing the product roadmap through data-driven insights.