Merchant Support Executive
A new chapter: Dsquares x Prepit
We’re excited to share that Prepit has officially joined the Dsquares family! This acquisition marks a new chapter where we combine Prepit’s innovation and agility with Dsquares’ expertise and scale to build even stronger, more impactful loyalty and engagement solutions.
About Prepit:
Prepit aims to bridge the gap between restaurants and their diners, building lasting relationships using technology-enabled solutions. Through a loyalty engine and a gamified online ordering experience, Prepit enables restaurants to collect critical diner data, identify trends in customer behavior, and directly communicate with diners to generate recurring business.
Our people is our brand
Developing seamless loyalty solutions is only possible with a great team. Our culture is open, collaborative, and empowering. If you're passionate, driven, and eager to make an impact—you'll fit right in.
About the role:
The Merchant Support Executive is responsible for providing day-to-day support to restaurant and cafe merchants using the Prepit platform. The role focuses on handling merchant inquiries, troubleshooting operational issues, and ensuring requests are resolved accurately and within the agreed service levels.
This is a shift-based operational role that requires strong communication skills, attention to detail, and the ability to manage multiple support requests in a fast-paced environment.
Key duties & responsibilities:
- Serve as the first point of contact for merchants through support channels.
- Handle daily merchant inquiries, issues, and service requests.
- Troubleshoot platform-related issues and provide timely resolutions.
- Escalate technical or complex cases and follow up until closure.
- Ensure all support requests are handled according to SLA.
- Maintain accurate records of merchant interactions and issue resolutions.
- Coordinate with Product, Operations, and Technical teams.
- Assist merchants with basic platform guidance and usage.
- Monitor recurring issues and report trends.
- Deliver a professional support experience.
Requirements
Required experience
- 1–2 years of experience in customer support.
- Experience supporting SaaS products for restaurants, cafés, POS systems, food ordering, or food technology companies is highly preferred.
- Experience using ticketing systems (Freshdesk, Zendesk, Intercom, etc.) is a plus.
Required skills
- Excellent communication skills.
- Strong problem-solving abilities.
- Customer-focused mindset.
- Ability to work rotational shifts, including weekends when required.
- Ability to manage multiple priorities.
- Good follow-up and coordination skills.
- Proficiency in Microsoft Excel.
- Ability to work in a fast-paced environment.
Benefits
- Comprehensive wellbeing: Enjoy peace of mind with our private medical insurance and life cover.
- Work-life balance: Achieve optimal well-being with our hybrid work environment, generous maternity and paternity benefits, and regular team-building events.
- Continuous development: Expand your horizons through our commitment to learning and development opportunities.