About the job
At Serve Robotics, we are redefining urban mobility with our innovative sidewalk robot. This visionary technology aims to alleviate street congestion, enhance delivery accessibility for communities, and support local enterprises.
Our fleet of Serve robots has been successfully delivering joy to merchants, customers, and pedestrians across Los Angeles, Miami, Dallas, Atlanta, and Chicago. We invite ambitious individuals to join us in transforming robotic deliveries from an intriguing novelty to a commonplace solution.
Who We Are
We are a team of seasoned professionals from the tech industry specializing in software, hardware, and design. Our mission is to tackle real-world challenges through robotics, machine learning, and computer vision, while maintaining a strong focus on user experience. Our diverse and dynamic team thrives on collaboration and respect, believing that teamwork is key to solving complex problems.
As the Merchant Success Lead, you will be responsible for the overall health, reliability, and growth of Serve’s merchant portfolio across third-party delivery platforms like Uber and DoorDash. This role focuses on enhancing merchant performance and shaping strategies, processes, and standards to drive retention, satisfaction, and order volume at scale.
You will collaborate cross-functionally with teams in Business Development, Operations, Product, and our platform partners to address systemic challenges, influence product roadmaps, and create scalable solutions that enhance merchant performance and foster long-term partnerships.
Key Responsibilities
Oversee the performance of Serve’s merchant portfolio, ensuring merchant health, retention, reliability, and revenue growth across all delivery platforms.
Lead the entire merchant lifecycle strategy, encompassing onboarding, activation, engagement, and renewal, to facilitate successful adoption and scaling of Serve’s delivery capabilities.
Serve as the main point of contact for high-value and strategic merchants, cultivating executive-level relationships and adeptly managing complex escalations to focus on long-term solutions.
Identify and resolve systemic issues affecting merchant performance, collaborating with Operations, Product, Support, and Engineering to implement sustainable solutions.
Convert merchant insights and performance data into actionable strategies that enhance their experience and drive growth.

