Partner Care Agent

Ninja

Handle partner tickets end-to-end: Acknowledge, diagnose, resolve, and follow up within defined SLAs; keep partners updated with clear, professional communication.

Troubleshoot menu, order, and platform issues: Fix or guide fixes for menu inaccuracies, store hours, order flow failures, tablet/app problems, payment/payout concerns, and basic device/network issues.

Escalate the right way: Identify scope/impact, capture reproduction steps and logs/screenshots, and route complex cases to Tier 2, Product Support, Logistics, or Finance with a crisp summary.

Maintain accurate docs: Create/update knowledge base articles, macros, and runbooks; flag content gaps and deprecate outdated guidance.

Protect restaurant uptime: Proactively monitor store status and high-impact incidents (e.g., bulk order failures, integrations down) and coordinate fast recovery with internal teams.

Data hygiene & reporting: Tag tickets correctly, record root causes, and contribute to weekly insights on top drivers, trends, and prevention ideas.

Partner education: Share best practices (prep times, RTP/dispatch workflows, selfserve tools) and drive adoption of new features.

Quality & compliance: Follow policy, handle sensitive data appropriately, and meet internal quality standards on accuracy, tone, and completeness

Skills and Qualifications:

• 1 3 years in customer/partner support, account coordination, or operations (marketplaces, SaaS, POS, last-mile, or food delivery preferred).
• Confident troubleshooting skills across web/app flows; comfortable with basic device/network checks and step-by-step guidance.
• Strong written and verbal communication in English (additional local language(s) a plus); able to simplify complex issues.
• Organized, detail-oriented, and calm under pressure; excels at multitasking in ticket queues and chat/phone channels.
• Experience with a ticketing system (e.g., Zendesk, Freshdesk), CRM, and basic spreadsheets for case notes and reporting.
• Willingness to work shifts, evenings/weekends, and local holidays on a rotation as the business requires.