Merchant Support Supervisor

We are looking for a Merchant Support Supervisor to join our team in Erbil city.

Contract: Full-Time, Fixed Term

Working Days/Hours: Nine hours per day, Five days a week

Job Summary:

As a Merchant Support Supervisor, you will be responsible for leading a team of support agents dedicated to ensuring an exceptional service experience for our partner merchants. You will also be responsible for improving support processes, enhancing partner satisfaction, and building trust with our merchant base.

Responsibilities:

• Supervise a team of merchant support agents, ensuring high performance and professional communication.
• Monitor daily ticket flow, call queues, and chat interactions to ensure timely and accurate responses to merchant issues.
• Handle escalated complaints with diplomacy and urgency to maintain long-term relationships.
• Track KPIs and report insights to leadership.
• Ensure the team is aligned with current operating procedures, promotional rules, and platform policies—updating training materials as needed.
• Liaise with Sales, Finance, and Tech teams to resolve cross-functional issues and share merchant feedback.
• Identify recurring problems, suggest solutions, and participate in process improvements to reduce ticket volume and enhance merchant experience.
• Oversee support during high-pressure situations (platform outages, mass order delays, pricing errors) with calm and clarity.

Requirements:

• Proven previous experience in Customer Service, Account Management, or Operation roles, especially as a Merchant Support Supervisor.
• Willingness to work in shifts, weekends, and holidays as per operational needs.
• Strong people management and conflict resolution skills.
• Familiarity with merchant onboarding, pricing, or menu tools.
• Active listener with excellent communication skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Fluency in Kurdish and Arabic, English language proficiency is a plus.