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Uber Eats Coordinator - Merchant Expert Team

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Uber

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Location:
Ireland , Limerick

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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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

Additional Information:

Job Posted:
January 31, 2026

Work Type:
On-site work
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