Commercial Merchant Support Agent

About This Opportunity

We are representing a confidential food delivery and logistics client in their search for a Commercial Merchant Support Agent based in Manchester. Our talent team is working with an organization at the forefront of the e-commerce marketplace, supporting restaurant and grocery partners across the UK and Ireland.

This is a hybrid role requiring three days per week in the Manchester office. You'll work a 37.5-hour rotational shift pattern that may include weekends and public holidays, with flexible start times between 09:00 and 17:30.

Responsibilities

In this role, you'll serve as a critical link between internal account managers and high-value merchant partners. Your core responsibilities include:

• Managing complex, high-impact queries and escalations from account managers supporting major restaurant and grocery accounts
• Delivering end-to-end case management with an obsessive focus on service excellence and first-contact resolution
• Navigating multi-channel support primarily through non-live channels, with phone and written correspondence based on stakeholder preference
• Acting as a strategic partner to merchants by identifying value-add opportunities such as targeted campaigns to drive their business growth
• Maintaining detailed case documentation and keeping account managers and stakeholders informed throughout the resolution process
• Championing best-in-class customer satisfaction scores through detail-oriented, resolution-focused interactions
• Contributing operational insights and identifying opportunities for continuous improvement in support delivery

What We're Looking For

Our client seeks candidates who bring the following expertise:

• Solution-based mindset: An organized, driven approach to problem-solving in fast-paced, high-volume environments
• Exceptional communication skills: Ability to handle sensitive cases with empathy, professional clarity, and diplomacy
• Independent work capability: Comfort managing a demanding workload and driving tasks to favorable outcomes autonomously
• Commercial acumen: Understanding of how to improve merchant performance and commercial returns through strategic support
• Operational curiosity: Keen attention to detail and desire to understand the mechanics of complex marketplace operations
• Technical aptitude: Familiarity with CRM systems (Salesforce experience is a plus), telephony platforms, or knowledge management tools

How We Work with You

When you apply through Get A Job.ai, our recruiting team will review your application and conduct an initial screening conversation. If there's a strong match, we'll submit your profile to our client for consideration. Please note that candidates should not contact the client directly—all communication and coordination will flow through our team to ensure a smooth, professional process.

We'll keep you informed at every stage and provide guidance to help you put your best foot forward throughout the interview process.

Benefits

Our client offers a comprehensive benefits package including:

• 25 days holiday plus bank holidays
• Subsidized health, dental, and life insurance
• Enhanced pension contributions
• Online learning courses and professional development opportunities
• Cycle to work scheme and gym discounts
• Additional perks related to the company's services

Equal Opportunity

Get A Job.ai is committed to equality of opportunity and welcomes candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief. If you require reasonable adjustments during the recruitment process, please let us know when you apply.