Merchant Experience Partner

About the Team

We're looking for a Merchant Experience Partner (MXP) to join our ANZ Merchant Experience team, owning end-to-end, white-glove relationships with our highest-value merchants - across Restaurant or New Vertical categories including grocery, alcohol, convenience and retail.

About the Role

At its core, this role is about merchant-facing case resolution but we want to shift how we do that: working proactively, spotting and solving problems before merchants raise them, rather than just reacting when they do. You'll have real scope to shape how we work with merchants, bringing ideas, taking initiative, and influencing new ways of working.

You'll be commercially minded, comfortable with ambiguity, and confident building trust with a wide range of stakeholders, from Enterprise merchants and Franchisees to Sales, Operations and Product teams.

Please note: the initial training period for this role requires full-time, in-office attendance, five days a week, before transitioning to our 3-day hybrid pattern (Monday, Thursday and one other day of your choice).

You're excited about this opportunity because you will...

• Build strong, cross-functional relationships - working alongside your assigned Account Owners to manage a dedicated portfolio of merchants
• Support complex, high-touch, white-glove case ownership, end to end
• Work proactively to spot and resolve issues before merchants raise them, rather than just reacting when they do
• Represent Merchant Support at both the internal table and with merchants, feeding insights back to help drive operational improvements
• Bring your own ideas to the table helping influence new ways of working with merchants
• Prioritise your portfolio commercially by revenue value, expansion opportunity and advocacy potential, not just by first in first out method
• Manage competing deadlines across a complex, cross-functional stakeholder group

We're excited about you because you...

• Have 2+ years' experience in Account Management, Customer Success, or B2B Customer Support
• Are naturally curious - quick to recognise and synthesise patterns, with an inherent drive to solve problems, not just resolve tickets
• Communicate clearly, concisely, authentically and with empathy
• Are confident managing a book of business, with strong organisational skills and the ability to multitask, prioritise and manage time effectively
• Show initiative - you spot opportunities to improve, and aren't afraid to challenge "the way we've always done it"
• Have a growth mindset and a readiness to consistently learn and build new knowledge
• Bring experience from a service environment where you've successfully worked towards service levels and quality targets
• Are excited to learn and embrace new tooling, such as Gemini, Athena (our in-house AI tool), Claude, and others
• Are self-aware - you know your strengths and areas for growth, and are motivated to develop and apply new skills
• Are comfortable mixing merchant-facing work with data analysis and planning
• It's a bonus if you bring experience in food tech, hospitality, marketplaces, or SaaS