Uber Eats Coordinator - Merchant Expert Team

Uber Eats Coordinator - Merchant Expert Team Department: Community Operations Team: Community Operations Location: Limerick, Ireland Type: Full-Time **About the Role** We are seeking a highly motivated and detail-oriented Customer Service Specialist to join our Merchant Expert team.This is not a typical reactive support role, you’ll take ownership of merchant relationships, anticipate issues before they arise, and go the extra mile to ensure exceptional outcomes. You’ll handle high-impact situations, including escalations from account managers and complex restaurant ownership changes, with confidence and care. Success in this role means picking up the phone before problems escalate, driving retention with strategic outreach, and finding win-win solutions that strengthen partnerships. We want someone who thrives on solving challenges, communicates with clarity, negotiates effectively, and takes pride in exceeding merchant expectations. **What You'll Do** 01. **Escalation Management:** _._ Act as the POC for merchant escalations from account managers. Take full ownership, investigate, find root causes, and resolve complex issues effectively. This includes both outbound and in some cases possible inbound calls to resolve issues. 02. **Collaborate:** cross-functionally with Central and Ops teams and AM’s to resolve merchant/process issues and drive satisfaction 03. **Change of Ownership Process & Proactive Account Management:** Own the end-to-end process for restaurant change of ownerships. This includes: 04. Initiating contact with the new and previous owners _._(call to explain COO process and set correct expectation regarding timeline & comm) 05. Collecting, verifying, and processing all necessary legal and financial documentation in a timely manner. 06. Coordinating with internal teams (e.g., Legal, Finance, Onboarding) to ensure a smooth transition. 07. Proactively managing communication with all parties to prevent delays and provide status updates. 08. Handle all interactions with merchants in an account management style, focusing on building long-term relationships and ensuring their continued success on o