Merchant Operations Specialist

We are looking for a Merchant Operations Specialist to continue to drive our mission forward. The right person for this role loves to have their hands in a few cookie jars at the same time, and is eager to dive in, learn quickly, and offer a stellar experience to merchants on the Ritual platform.The Merchant Operations Specialist is responsible for the daily operational functions of supporting Ritual's merchant network, offering expertise to our new and existing merchant partners.

With support from Ritual's head office, this role has a focus on technical product and integration support, process improvements, and metric-driven decision making. The Merchant Operations Specialist ensures Ritual is delivering world-class service and timely resolution of any issues by understanding the more complex aspects of supporting merchants on Ritual - such as menu setup and design, diagnosing and solving technical and hardware issues, handling objections and building relationships quickly over the phone, finance or basic account management support.

**As a Merchant Operations Specialist at Ritual, you will**:

- Build trust and relationships with merchant partners by handling inquiries and requests for support in a timely and effective fashion
- Complete menu updates, changes and audits in a timely manner to ensure merchant menus are set-up to meet Ritual's high menu standard
- Ensure high quality production and testing of various merchant onboarding tasks such as online menu and digital profile setup and operations testing to ensure a merchant's success on the platform
- Troubleshooting, and occasional escalation of larger issues to engineering teams
- Working cross-functionally to drive process improvement
- Train and educate merchants to provide a high quality experience during onboarding and with program campaigns
- Act as an account manager to assess merchant needs and identify opportunities to promote their online ordering and upsell marketing programs or additional merchant locations
- Monitor and maintain network health including merchant retention
- Be the voice of Ritual to and train merchant partners to ensure excellent in-store customer experiences

**We're looking for a Merchant Operations Specialist that has...**:

- University or college graduate with 1-3 years of operation or support experience is preferred
- Related food or hospitality industry or retail experience
- Experience using Google Sheets / Excel to analyze data
- Experience using a business intelligence and dashboarding tool a bonus
- Strong communication and objection handling skills
- Technical problem solving skills, with strong attention to detail

**Bonus Points for**:

- Past experience in a fast paced startup culture
- Knowledge of Salesforce/Truly

**People You'll Work With**:

- Jack Cook, Country Manager
- Ellen Amato, Manager, Operations and Partner Success

**Why you'll love working at Ritual**:

- Contribute to a lifestyle-changing consumer product used worldwide
- Equity in the business - ownership is a key value at Ritual and we want you to share in our long-term success
- Be at the heart of the growth startup community
- Quarterly Wellness Days - your whole team takes an extra long weekend to refresh
- Work with truly elite peers in a super-fun office (hybrid) - we're in a WeWork

**About Ritual**:
Ritual fosters and welcomes diverse teams and ideas: ideas that are new, different, and game-changing. We constantly strive to live up to our core values of authenticity, open-mindedness, and focusing on impact. We aim to build a culture where difference is valued, every team member has a seat at the table, and all voices are heard. It is thus our mission to attract and cultivate diverse perspectives by empowering our people to bring their authentic selves to work every day.