Merchant Experience Partner

Remote, USA • Full-time • Posted 2026-05-04

About the position

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.

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.

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