Merchant Success Team Lead

Who Are We

We Are Foodics, a leading restaurant management ecosystem and payment tech provider founded in 2014 with headquarters in Riyadh and offices across five countries - UAE, Egypt, Jordan, Kuwait, and corporate presence in over 35 countries worldwide. Our innovative products have successfully processed over 6 billion orders to date, making Foodics one of the most rapidly evolving SaaS companies emerging from the MENA region. Foodics has achieved three rounds of funding, most recently raising $170 million in the largest SaaS funding round in MENA, boosting its innovation capabilities to better serve business owners.

The Job in a Nutshell

As a Merchant Success Team Lead, you'll lead a team that ensures Foodics merchants (clients) are happy, successful, and getting the most value from Foodics' products and services. You'll focus on customer satisfaction, retention, and growth by managing relationships, solving problems, and guiding your team to deliver an exceptional merchant experience.

What Will You Do

• Lead and coach the Merchant Success team to hit performance and service goals.
• Ensure merchants have a smooth onboarding and post sale experience.
• Monitor customer satisfaction and address any escalations or issues quickly.
• Analyze merchant feedback and usage data to identify risks or opportunities.
• Collaborate with Sales, Operations, and Product teams to improve the customer journey.
• Develop strategies to reduce churn and increase merchant loyalty and engagement.
• Prepare and share reports on team performance and key success metrics.

What Are We Looking For

• Bachelor's Degree in Finance, Business, Economics, Law, or any relevant degree.
• Minimum of 3 5 years of experience as an Operations Officer in the Fintech / POS industry.
• Knowledgeable on SAMA regulations and framework, SLA, and MADA branding rules related to POS business.
• Strong knowledge of KSA regulatory compliance in financial and payment services.
• Knowledgeable in TMS (Terminal Management System - SAMA).
• Develop a firm understanding of contracts and contractual responsibilities.
• High agility and able to cope in a fast paced work environment.
• Expert in Excel and other Microsoft tools.
• Ownership, analytical mindset, self motivated with an entrepreneurial spirit.
• Team player and previously worked with cross functional teams.
• Must have solid English & Arabic communication skills.
• Excellent analytical and problem solving skills.
• Passion for technology and for being part of a fast growing SaaS company.
• Passion for Food and Restaurants.

What We Offer You

We believe you will love working at Foodics! We offer highly competitive compensation packages, including bonuses and the potential for shares. We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper growth environment. Join a talented team of over 30 nationalities working in 14 countries and gain valuable experience in an exciting industry.

We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.