Commercial Merchant Support Agent

Deliveroo
Manchester
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Empathy","Communication","Problem-solving","Ownership","Attention to detail"]

Support Deliveroo’s restaurant and grocery merchants by resolving complex partner issues with empathy and speed. Manage high-impact queries and escalations, handle multi-channel casework (phone and written correspondence), and deliver end-to-end case management while keeping stakeholders updated. Act as the face of the commercial team to improve Merchant experience and drive best-in-class CSAT, contributing ideas and value-add initiatives that help merchants succeed.

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FursaFursa
Deliveroo
Deliveroo
1 day ago

Commercial Merchant Support Agent

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Support Deliveroo’s restaurant and grocery merchants by resolving complex partner issues with empathy and speed. Manage high-impact queries and escalations, handle multi-channel casework (phone and written correspondence), and deliver end-to-end case management while keeping stakeholders updated. Act as the face of the commercial team to improve Merchant experience and drive best-in-class CSAT, contributing ideas and value-add initiatives that help merchants succeed.
Location: Manchester
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Own complex partner resolutions, managing high-impact queries and escalations from account managers.
  • •Resolve intricate issues through non-live channels using phone calls and written correspondence.
  • •Deliver end-to-end case management by independently finding resolutions for complex requirements and updating stakeholders.
  • •Champion the Merchant experience as the face of the commercial team to achieve best-in-class CSAT scores.
  • •Support merchants’ growth by tackling roadblocks with first-contact resolution and value-add initiatives such as targeted ad campaigns.

Pay and Benefits

Perks:Paid LeaveHealth InsuranceDentalLife InsuranceLearning BudgetGym MembershipPension

Key Requirements

  • •Strong solution-based mindset with an organised, driven approach in a fast-paced environment.
  • •Exceptional communication skills to handle sensitive cases with empathy and professional clarity.
  • •Proven ability to work independently, managing high-volume workload and driving outcomes autonomously.
  • •Commercial mindset—bring ideas to improve the commercial return for Deliveroo merchants.
  • •Technical aptitude with familiarity with CRM systems (especially Salesforce) and telephony platforms or knowledge bases.
Skills:EmpathyCommunicationProblem-solvingOwnershipAttention to detail
Tech Stack:SalesforceCRMTelephonyKnowledge bases

Company Brief

Deliveroo
Deliveroo is a multinational online food and grocery delivery marketplace connecting consumers, restaurants, retailers and riders via its app and platform, operating across multiple countries with fast local delivery and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Unicorn (USD 1B+)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2013
Glassdoor
Glassdoor: 3.4
WebsiteLinkedInGlassdoor