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Merchant Operations Specialist

Merchant Operations Specialist who can build trust and relationships with our partners WANTED!

Ritual Technologies

Ritual Technologies members

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  • Operations Manager at Ritual Technologies

What we do

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Ritual is a social ordering app that taps networks of co-workers and colleagues for fast and easy pick up and pay at a wide variety of local restaurants and coffee shops.

With Ritual, users can mobile order and pay at all their favourite local eateries and coffee shops and have it ready to pick up when they arrive. By also uniquely giving friends and colleagues the ability to add their own food orders onto an existing order, Ritual gives customers the choice of either picking up themselves or having their food brought right to their desk. This ‘social ordering’ saves customers time and drives incremental orders for merchants. The best and busiest quick service restaurants and coffee shops in major cities across North America are using Ritual to give them a competitive, technological edge, driving profitability, and a more personalized way to connect with their customers.

Why we do

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Imagine if your coffee and lunch were ready for you the moment you walked into your favourite restaurant or cafe. Ritual makes it happen. You can now order straight from your phone with 1 simple click and pay automatically through secure mobile payments. Effortless and at no extra cost.

How we do

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Ritual’s Smart Ordering technology allows you to place an order anytime, and we’ll notify the restaurant when you’re nearby so they can time it perfectly. And because we know better than to stand between you and your morning coffee, our app is designed to remember what you like so you always have your favourite orders right at your fingertips.

Description

The Merchant Operations Specialist is responsible for the daily operational functions of supporting Ritual’s merchant network.

This role ensures we are delivering world-class service and timely resolution of any issues facing our new and existing merchant partners. Overall success in the role involves understanding one of the most important aspects of supporting merchants on Ritual - menu setup and design.

Responsibilities

Build trust and relationships with merchant partners by handling inquiries and requests for support in a timely and effective fashion
Complete menu updates, changes and audits in a timely manner to ensure merchant menus are set-up to meet Ritual’s high menu standard
Working cross-functionally to drive process improvement
Train and educate merchants to provide a high quality work product
Be the voice of Ritual to our customers
Teams

This role could work with any of the following teams:

Merchant Onboarding:

This team works closely with our sales and city teams to ensure merchants are launched in a timely manner by setting up their menus and providing training to merchant partners to ensure excellent in-store customer experiences.

Partner Support:

This team supports the merchants to run their day-to-day operations with Ritual efficiently. We work closely with the city teams and global support team to address merchant requests, ensure high menu quality, educate merchants on product features while identifying internal operational issues and developing mid to long-term solutions.

Order Management:

This team ensures that our network is operating smoothly by troubleshooting device related technical issues and manage real-time fulfilment of demand while ensuring a superior customer and merchant experience.

Qualifications

Comfortable working in Cantonese.
University or college graduate or current university or college student
Food service or retail experience is desirable
Strong attention to detail: Changes we make are reflected directly in our app affecting millions of transactions - not making errors is critical
Experience using Google Sheets / Excel
Excellent communication skills: You are comfortable speaking on the phone and you possess excellent writing skills
You’re a hustler: Take ownership of Ritual’s growth and do whatever it takes to get the job done
Technical problem-solving skills
Bonus points for knowledge of SQL/Salesforce/Excel

Basic info
Looking for Merchant Operations Specialist
Job type Full-time

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