Merchant & Customer Support Executive

Dsquares

Merchant Support Executive acting as the main contact for merchants' operational inquiries and issues. Ensuring high satisfaction through effective problem resolution and coordination with internal teams.

Posted 6/14/2026full-time6th of October City • 🇪🇬 EgyptJuniorWebsite

About the role

Key responsibilities & impact

Act as the main point of contact for merchant branches regarding operational requests, inquiries, and issues.
Handle and follow up on merchant support tickets and service requests.
Investigate and resolve merchant related issues while ensuring compliance with service level agreements (SLAs).
Monitor and manage customer reviews, feedback, and complaints received through the Prepit platform and other channels.
Respond professionally to merchant and customer inquiries in a timely manner.
Coordinate with Operations, Product, Technical, and other internal teams to resolve issues efficiently.
Escalate critical cases and follow up until full resolution.
Maintain accurate records of all communications, requests, and issue resolutions.
Support merchant onboarding, training, and platform adoption when required.
Prepare regular reports on support performance, issue trends, customer feedback, and merchant satisfaction.
Contribute to delivering a seamless experience for both merchants and end users.

Requirements

What you’ll need

1–3 years of experience in Customer Support, Merchant Support, Operations, Customer Success, or a related field.
Experience in technology, SaaS, loyalty programs, or marketplace businesses is a plus.
Excellent communication and interpersonal skills.
Strong problem-solving and analytical abilities.
Customer-focused mindset.
Ability to manage multiple priorities in a fast-paced environment.
Strong follow up and coordination skills.
Proficiency in Microsoft Office particularly Excel.
Experience using ticketing, and support system Priorities.
Experience in F&B or tech is a plus.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportmerchant supportoperationscustomer successproblem-solvinganalytical abilitiesMicrosoft OfficeExcelticketing systemssupport systems

Soft Skills

communication skillsinterpersonal skillscustomer-focused mindsetability to manage multiple prioritiesstrong follow up skillscoordination skills