About the job
Who Are We
Welcome to Foodics! We are a pioneering provider of restaurant management solutions and payment technologies, headquartered in Riyadh. Since our inception in 2014, we have expanded our footprint across five countries, including the UAE, Egypt, Jordan, and Kuwait, serving customers in over 35 countries globally. Our innovative solutions have processed more than 6 billion orders, establishing Foodics as one of the fastest-growing SaaS companies in the MENA region. Recently, we secured $170 million in funding, marking the largest SaaS funding round in MENA and empowering us to enhance our services for business owners.
The Role at a Glance
We are seeking a dedicated Merchant Success Specialist to ensure a seamless customer experience from the moment of contract signing to full service utilization. This role involves analyzing newly signed agreements, facilitating onboarding processes, expediting installations, and monitoring service utilization. You will work closely with our flagship products: Foodics Pay, CDS, and Foodics One, which enable our clients to accept card and omnichannel digital payments, revolutionizing the payment experiences in the food and beverage sector across the Middle East.
Your Responsibilities
- Registration Tracking: Ensure all signed contracts are registered across all systems within 24 hours, collaborating with stakeholders to expedite this process.
- Installation Monitoring: Guarantee the accurate implementation of Pay installation service level agreements (SLAs) with both external and internal vendors.
- Post-launch Support: Conduct quick follow-up calls with merchants after going live to assess their needs for assistance or training.
- Communication Liaison: Serve as a channel to inform merchants about new releases, features, and promotional offers.
- Reconciliation Cycle Expertise: Develop a thorough understanding of the reconciliation cycle to effectively address complex inquiries from merchants.
- Utilization Assurance: Monitor new installations and proactively reach out to merchants via calls and messages to ensure continued engagement with our services.
- Complaint Management: Maintain a zero-complaint status for a period of three months through proactive communication and support.
- Churn Prevention: Analyze daily reports of potential churn and implement strategies to mitigate it.
- Process Improvement: Identify areas for enhancement within the Pay cycle and collaborate with other teams to implement effective solutions.
Your Qualifications
- Experience: Background in payment operations is highly desirable.
- Technical Skills: Proficiency in Microsoft Excel and other relevant software tools.

