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With our excellent customer service, the support teams are the glue that holds together the marketplace. We ensure that the operations between customers, restaurant partners and courier partners all run smoothly. As our Support team Lead, you will manage our local support team and inspire a high-quality standard of service that we provide to our customers and partners throughout the country

What you'll be doing:
Lead a CS team and create an environment in which the team has the ability to grow through encouragement and empowerment
Responsible for leading by example and showing what customer-obsessed means: our Customer Support Team knows that customer interactions serve a larger purpose than simply fixing problems. You will lead by example and raise the bar for the way we do support.
Responsible for your teams KPIs and productivity
Provide performance feedback and shoot for excellence
Manage the operational work of the team, e.g. shift scheduling
Collaborate with all other teams to improve the overall level of service.
Communicating: Understanding and setting the needs and relevant tone of voice to each of our customers (courier partners, customers, and merchants) that are reaching out to us.
As a member of the group leadership team, you will have to lead shifts and help the representatives and shift leaders to create a dynamic and effective shift in order to achieve our goals.
Be an integral member of the group's management team, actively contributing to its success and decision-making processes.

We are seeking a highly skilled and experienced Representative to join our team.
In this role, you will primarily focus on handling escalations from couriers and investigating unusual incidents. You'll be responsible for resolving complex issues, guiding our partners, and ensuring that high-quality service is maintained throughout the escalation process.

Youll be acting as a key factor in maintaining a high level of standard and satisfaction amongst Couriers who partner with us and of course - Helping optimize the workflow between all parties.

In our Trust and Safety Team life moves fast and there is no typical day, so to be successful in this role you will need to be self-motivated, confident, and creative, possess leadership characteristics, and have excellent relationship-building skills.

What You'll Be Doing:
Working on a full-time basis (Sun-Thu 09:00-18:00).
Making sure Courier Partners meet our level of standard and Performance.
Acting as an escalation point for any queries or issues.
Support the Operations Team on off-boarding/courier agreement terminations.
Co-work with our Support team to maintain a high level of service at all times.
Interact with 3rd parties regarding Couriers performance (Customers, citizens, etc;)

Were looking for a data driven Project Manager to lead customer experience projects and manage our Qualitative Insights (QI) team. This role combines strategic thinking, strong data intuition, and a deep understanding of user experience.

What you'll be doing:
Lead and manage customer experience projects end-to-end, from ideation through execution.
Use data and qualitative input to identify pain points and prioritize initiatives that will move the needle most.
Ask the right investigative questions to uncover root causes, user needs, and high-impact opportunities.
Build and maintain clear project frameworks (Gantt, roadmaps, trackers, etc).
Collaborate across all departments in the company, including Operations, Merchants, Marketing etc.
Work with stakeholders at all levels from operational staff to senior leadership.

Qualitative Insights Team Leadership:
Lead the QI team, responsible for analyzing and summarizing customer feedback from multiple channels.
Turn qualitative input into actionable insights that drive improvements and change across the organization.
Ensure consistent quality and strategic alignment in all team deliverables.
Build processes and frameworks for how qualitative insights are gathered, presented, and implemented.

We're looking for an exceptional Customer Experience (CX) Team Lead to champion the success of our SMB customers at our company. This isn't just about service; it's about leading a dynamic, multidisciplinary squad (spanning commercial, technical, product, and operational expertise) with a singular mission: to significantly enhance the customer journey, drive growth, and boost retention for customers not managed by a dedicated CSM.
If you're a passionate people leader, a sharp, data-driven decision-maker, and relentlessly curious about uncovering insights and delivering continuous improvements, this role is for you. You'll be instrumental in shaping how our SMB customers experience our company, directly impacting their satisfaction and our commercial outcomes.
Key Responsibilities
Multidisciplinary Team Leadership: Lead, mentor, and empower a diverse squad of CX professionals. Foster a high-performance, customer-obsessed culture, ensuring your team is equipped to deliver exceptional value across all touchpoints.
Strategic CX & Commercial Growth: Develop and execute strategies to elevate customer satisfaction, loyalty, and advocacy. Proactively identify and drive initiatives that improve renewal rates, uncover upsell opportunities, and contribute directly to revenue growth for our SMB segment.
Data-Driven Performance & Improvement: Establish, monitor, and report on key performance indicators (KPIs) related to customer retention, satisfaction, and revenue. Utilize data and customer feedback to identify process improvements, refine service offerings, and innovate our CX tactics.
Customer Insight & Advocacy: Maintain a close pulse on customer needs and challenges, gathering insights that inform product development, service enhancements, and overall business strategy. Act as the voice of the customer within our company.
Cross-Functional Collaboration: Partner closely with Sales, Marketing, Product, and CS teams to ensure seamless customer journeys and aligned strategies that support customer success and business objectives.

Job Description
Were hiring a Marketplace CSM whose mission is to be the team expert for Marketplace customers at our company. This role is responsible for the retention and expansion of our biggest Marketplace customers. You will report to the Director of Enterprise Customer Success and will be their trusted partner in defining the role strategy, tactics, and in implementing processes that scale.
Responsibilities:
Commercial responsibility for renewing and expanding our top-paying marketplace customers
Serve as the Marketplace subject matter expert for CS
Serve as the primary point of contact between clients and the company's team
Act as the primary interface between the Marketplace team, Product, Marketing, and Sales to ensure seamless collaboration
Build and maintain strong relationships with clients
Conduct ongoing quarterly Business Reviews
Lead value-driven conversations with your customers
Build client adoption metrics and best practices for the Marketplace
Proactively identify (growth) opportunities and optimization points for our companys clients
Demonstrate the continuous value of our companys solutions by keeping high retention rates
Lead online walk-throughs, webinars, consultations, and one-on-one demos for a full customer experience.