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Foodics is a leading restaurant management ecosystem and payment technology provider founded in 2014, headquartered in Riyadh with offices across 5 countries (UAE, Egypt, Jordan, Kuwait). The company serves customers in over 35 countries and has processed over 6 billion orders. Foodics recently raised $170 million in the largest SaaS funding round in MENA.
As a Merchant Success Specialist, you will ensure a smooth customer journey from contract signature through full utilization of Foodics' payment products (Foodics Pay, CDS, and Foodics One). These products enable restaurants and stores across the Middle East to accept card and omnichannel digital payments.
Key responsibilities include:
- Tracking and registering all signed contracts in systems within 24 hours, following up with stakeholders to ensure fast registration
- Ensuring accurate implementation of Pay installation SLAs with external and internal vendors
- Conducting post-launch calls to check if merchants need help or training
- Acting as a communication channel to educate merchants about new releases, features, and offers
- Providing full understanding of the reconciliation cycle and answering merchant questions
- Monitoring newly installed devices and conducting regular calls/messages to ensure continued service utilization
- Providing 3 months of monitoring and communication to ensure zero complaints from merchants
- Proactively preventing churn by receiving daily reports of at-risk merchants and taking action
- Identifying process improvement opportunities across the full Pay cycle and collaborating with other teams to implement improvements
This role involves high volume of calls and requires strong stakeholder management across finance, engineering, customer support, and third-party service providers.
Requirements:
- Previous experience in payment operations (preferred)
- Strong technical skills including proficiency in Microsoft Excel and data analysis tools
- Strong analytical skills to identify trends and patterns, fix processes, and ease onboarding
- Strong communication skills for engaging with diverse stakeholders
- Proactive problem-solving abilities
- Good understanding of payment regulations and local compliance standards (good to have)
- Knowledge and understanding of fintech and payment industry
- Familiarity with F&B industry
- Willingness to relocate to Riyadh office
- Arabic language proficiency
