Merchant Experience Partner

About the position Responsibilities • Support Customers via Email, Phone and Chat. Promptly respond to customer inquiries through email and phone, resolving issues efficiently and with care. • Provide Strategic Solutions. Help customers get the most out of the platform by delivering thoughtful, prescriptive setups tailored to their goals, showing both technical knowledge and strategic insight. • Master the SevenRooms Platform. Build and maintain deep knowledge of the SevenRooms platform - both broadly and in the context of individual client needs. • Document Resolutions. Record issue resolutions and steps taken, ensuring clear documentation across all client interactions. • Prioritize with Impact in Mind. Evaluate and act on support requests based on the severity of customer impact, ensuring the most critical issues are addressed first. • Use Internal Tools Effectively. Learn and apply a variety of internal and external systems to log, track, and pull relevant data, supporting smooth and informed day-to-day operations. Requirements • You’re a strong communicator, both in writing and over the phone. • You bring a positive, collaborative attitude and thrive in team environments. • You’re comfortable juggling multiple tasks in a fast-paced startup environment, with excellent follow-through. • You have a proven ability to build strong, trusted relationships with clients. • You deliver outstanding customer service, striking the right balance between empathy and effective solutions. • You’re analytical and resourceful, with sharp problem-solving skills. • You have a technical mindset and an interest in hospitality tech. • You’re familiar with tools like Zendesk, Jira, Salesforce, or similar platforms. • You have 1+ years of experience in a high-impact, customer-facing support or strategic account role, ideally in B2B, SaaS, or hospitality. Benefits • 401(k) plan with employer matching • 16 weeks of paid parental leave • wellness benefits • commuter benefits match • paid time off and paid sick leave • medical, dental, and vision benefits • 11 paid holidays • disability and basic life insurance • family-forming assistance • mental health program Apply tot his job