Merchant Experience Partner

Location: Auckland, New Zealand; hybrid after initial training. Initial training requires full-time, in-office attendance five days a week, followed by a three-day hybrid schedule on Monday, Thursday, and one additional day of choice.

Company

hirify.global operates a marketplace connecting merchants and customers across restaurant, grocery, alcohol, convenience, and retail categories.

What you will do

• Manage a dedicated portfolio of high-value merchants alongside assigned Account Owners.
• Own complex, high-touch merchant cases from end to end.
• Identify and resolve issues proactively before merchants raise them.
• Build cross-functional relationships with merchants, Sales, Operations, and Product teams.
• Represent Merchant Support internally and with merchants, feeding insights into operational improvements.
• Prioritise the portfolio by revenue value, expansion opportunity, and advocacy potential while managing competing deadlines.

Requirements

• 2+ years of experience in Account Management, Customer Success, or B2B Customer Support.
• Experience managing a book of business, prioritising work, multitasking, and managing time effectively.
• Strong problem-solving, pattern recognition, communication, and stakeholder-management skills.
• Experience working toward service levels and quality targets in a service environment.
• Comfort combining merchant-facing work with data analysis and planning.
• Readiness to learn new tools, including Gemini, Athena, Claude, and other AI tooling.

Nice to have

• Experience in food tech, hospitality, marketplaces, or SaaS.

Culture & Benefits

• Opportunity to influence new ways of working with merchants.
• Cross-functional collaboration with Account Owners, Sales, Operations, Product, and Merchant Support.
• Growth-oriented environment with ongoing learning and skill development.
• Hybrid work pattern after completion of the initial in-office training period.