Uber Eats Coordinator - Merchant Expert Team Job at Uber (Limerick)

Job Description

We are seeking a highly motivated and detail-oriented Customer Service Specialist to join our Merchant Expert team.This is not a typical reactive support role, you’ll take ownership of merchant relationships, anticipate issues before they arise, and go the extra mile to ensure exceptional outcomes. You’ll handle high-impact situations, including escalations from account managers and complex restaurant ownership changes, with confidence and care. Success in this role means picking up the phone before problems escalate, driving retention with strategic outreach, and finding win-win solutions that strengthen partnerships. We want someone who thrives on solving challenges, communicates with clarity, negotiates effectively, and takes pride in exceeding merchant expectations.

Job Responsibility

Act as the POC for merchant escalations from account managers
Collaborate cross-functionally with Central and Ops teams and AM’s to resolve merchant/process issues and drive satisfaction
Own the end-to-end process for restaurant change of ownerships
Handle all interactions with merchants in an account management style, focusing on building long-term relationships and ensuring their continued success on our platform
Utilise outbound calls as a primary tool to ensure high-touch service, confirm satisfaction, and expedite the return of documents and completion of tasks
Anticipate merchant needs and proactively offer solutions before issues are reported
Apply basic sales training to identify opportunities to upsell or cross-sell additional products and services to merchants during interactions
Utilise basic churn management training to identify at-risk merchants and implement strategies to retain them
Maintain meticulous records of all merchant interactions, ownership changes, and escalation resolutions in Bliss/Salesforce
Provide clear, regular updates to account managers and leadership on active cases
Surface patterns and recurring issues to improve processes and enhance our product offering

Requirements

Minimum of 6 months experience in a customer service, account management, or merchant support role
Minimum 6 months experience in Delivery LoB
Exceptional verbal and written communication skills with a professional and empathetic tone
Outstanding work ethic, attention to detail and curiosity
Ability to adapt to a constantly evolving fast-paced environment
Speed, resourcefulness, and go-getter attitude
Highly responsive and data-oriented attitude, able to take the initiative and maintain high-quality relationships with all kinds of partners

Nice to have

Proven experience handling complex, escalated customer issues with successful outcomes
Demonstrated ability to manage multiple priorities and projects simultaneously in a fast-paced environment
Strong problem-solving and analytical skills, with the ability to troubleshoot issues independently and take initiative to find effective solutions
Comfortable using outbound calls to build relationships and meet goals
Work well with others, sharing knowledge and ideas to improve processes, enhance user experiences, and create a better work environment

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Uber Eats Coordinator - Merchant Expert Team

Job Description

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