Merchant Sentiment Specialist, Mx Experience Operations (MSS)

Location: Melbourne, VIC, Australia

Company

hirify.global operates a merchant marketplace supporting restaurant, grocery, alcohol, convenience, and retail partners.

What you will do

• Manage merchant issues and support tickets end to end with pace, accuracy, and a high standard of service.
• Own a portfolio of merchant cases and prioritise work based on revenue value, expansion opportunity, and advocacy potential.
• Investigate complex issues, identify root causes, and coordinate the right stakeholders to resolve them.
• Work cross-functionally with Sales, Operations, Product, and Support.
• Identify recurring issues and turn merchant insights into service and process improvements.
• Contribute ideas to the evolution from reactive ticket support toward proactive problem solving.

Requirements

• At least 2 years of experience in SaaS, technology, or another fast-paced customer-facing environment, such as customer success, account management, support, or operations.
• Customer-focused, service-oriented, curious, and willing to investigate problems beyond closing tickets.
• Good judgement and maturity when navigating ambiguity, making decisions, and escalating issues.
• Clear, empathetic, and confident communication, with the ability to manage competing customers, cases, and deadlines.
• Comfort working within quality, productivity, and operational expectations.
• Strong attention to detail and operational rigour when handling sensitive customer or financial information.

Nice to have

• Experience in marketplaces, hospitality, retail, fintech, or payments.
• Experience supporting Enterprise, Mid-Market, or SMB customers.
• Commercial experience in Sales, Business Development, Account Management, or Sales Enablement.
• Experience using data or analytics to identify trends, diagnose problems, or improve customer outcomes.
• Experience driving process or service improvements.

Culture & Benefits

• Growth-oriented environment with opportunities to expand scope and develop stakeholder management, commercial thinking, problem-solving, and service leadership skills.
• Feedback-oriented culture that values curiosity, coachability, self-awareness, and continuous learning.
• Opportunity to help shape the evolving Merchant Service model in ANZ.
• Exposure to tools including Astra, Claude, Snowflake, and other AI and data technologies.