• Merchant Support Specialist

    Job Description

    Come help support the future of on-demand logistics. Postmates is currently looking for a Merchant Support Specialist to join our elite Customer Support team.

    Did something go wrong with an order? You’re on the scene to figure out what happened. Does an issue need a second pair of eyes to provide to a sound solution? You’re there to make that judgement call. Does a Merchant need help with technical issues? You will be there to help them with troubleshooting!

    Through a mix of real-time problem solving, process enactment, and cross-functional communication, Merchant Support Specialists hold the key to the success of every Postmates delivery.

    Your responsibilities will include:

    • Quickly resolving problems for our Customers, Merchants, and Postmates by e-mail and phone
    • Acting as the primary resource for escalations stemming from internal and external tickets
    • Following up on pending issues, both preemptively and ad-hoc
    • Helping our Merchants with level 1 troubleshooting of tablets and applications
    • Working closely with leadership to ensure individual and team goals are met
    • Improving day-to-day processes and best-practices
    • Weekend and Evening shifts are required

    The perfect candidate is:

    • A jack of all trades: every new task is an opportunity for you to learn and improve your skills
    • A customer success strategist: you have previous experience working in customer service, preferably in the Consumer Services industry or with a start up
    • Tech-savvy: you thrive using the latest web-based applications and equipment
    • An empathetic personality: you get it when our merchants have issues and want to solve their problem
    • A natural leader: you have experience collaborating with cross-functional teams in different physical locations, and work best in this environment
    • Highly communicative: you can get your point across both interpersonally and asynchronously
    • Proficient with Google Apps, MS Office, Slack, and CRM services
    • 2+ years of customer service experience
    • BA/BS degree preferred, but not required


    • Medical, dental and vision insurance
    • Cool office at Cummins Station with stocked kitchen
    • Awesome work environment at a company with a huge vision
    Contact Information