Merchant Onboarding Specialist

**#GreatMindsDon’tThinkAlike **At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

**About The Team**

UberEats has been a market leader in Online Food Delivery for the past five years. While there are many Aussies and Kiwis that have ordered a meal through us, there are many others who could benefit from our products and services.
**#GoGetIt **embodies the attitude and mindset of Delivery at Uber. We provide the best customer experience possible for our consumers, as well as facilitating growth and earnings for our merchants and drivers.

**About The Role**

The merchant operations team is looking for an outstanding individual who can develop a deep understanding of internal operational processes and has empathy for restaurant partners’ needs during their onboarding experience. The Onboarding Specialist will be responsible for managing and solving all administrative tasks and escalations throughout the onboarding process.

To succeed in the role, you will be customer obsessed and passionate about delivering our Merchants a smooth onboarding experience. This includes but is not limited to; resolving daily escalations, problem solving and process improvement, monitoring the onboarding funnel and working collaboratively with our merchants, offshore operations teams and sales teams.

**Your Impact in Role**
- Resolve daily escalations working directly with Merchants and Sales teams to ensure merchants are set up for success on the platform
- Work collaboratively with cross-functional teams to identify and resolve bottlenecks within our processes
- Monitor the onboarding funnel to ensure SLAs & KPIs are met
- Develop and update processes and logic used by our offshore onboarding team and our Sales teams

**The Experience You'll Bring**
- Experience in customer support, operations, business support or related experience; some high-growth operations/startup experience is preferred.
- ** Customer obsessed.** Loves working with customers and is passionate about delivering a best in class Merchant experience.
- ** Collaborative**. Loves working with cross-functional teams to address issues as a team.
- ** Adaptable**. Embracing and driving change for continuous improvement through ambiguity
- ** Communication**. Strong professional verbal and written communication

**What's in it for you?**

Uber's culture and values are at the core of everything we do, so that our employees can better understand who we are and what it’s like to work at Uber today.

We pride ourselves on the amazing team we’ve built. The driver behind all of our growth, our bold and disruptive brand, and the game changing technology we bring to life is the people that make Uber, #OneUber.

Doing your best work means being your best self. We offer a wide range of benefits and perks that are uniquely Uber to support your health and wellbeing. These benefits have been designed with #OneUber in mind, supporting the whole you and the way that you work best.
- We provide our employees with monthly Uber credits to use against the full value of Eats & Rides (whichever applicable in your market) plus a 17% discount (excluding non-restaurant food deliveries) on orders through our App (which exists even when your credits expire).
- Family comes first, and our paid parental leave (minimum 18 weeks full pay with additional benefits or paid leave depending on your location) is accessible for all new parents from day 1 (with no tenure requirement). New parents at Uber will also receive access to Cleo, flexible return to work options, and additional Uber credits during their period of leave (because let's face it, who wants to cook with a little one around?)
- Reset, Refresh and Recharge: we have a generous paid leave policy, providing paid leave in addition to the statutory annual leave depending on your location (excluding certain roles in the CommOps org). Additional eligibility requirements apply.
- Personal health and wellbeing - depending on location, you can access a healthcare plan or reimbursement for a plan of your choice up to a nominated value. You will also receive a monthly wellbeing allowance to use throughout the year across a range of items including; gyM/Fitness memberships, mindfulness apps, fitness equipment, ski passes and more. We also provide Employee Assistance Programs (EAP) that connect you to resources & support.
- When you are in the office, we have an amazing range of facilities accessible for all Uber employees. Our dedicated facilities teams host regular events and opportunities to connect, as well as arranging the food program; catered lunch / breakfast (location dependant) and you’ll find our kitchens fully stocked with a variety of healthy (& not so healthy) snacks & drink