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Ritual // social food ordering app
Hong Kong    Posted: Thursday, November 07, 2019
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The Merchant Operations Specialist is responsible for the daily operational functions of supporting Rituals merchant network.

This role ensures we are delivering world-class service & timely resolution of any issues facing our new & existing merchant partners. Overall success in the role involves understanding one of the most important aspects of supporting merchants on Ritual - menu setup & design.


  • Build trust & relationships with merchant partners by handling inquiries & requests for support in a timely & effective fashion
  • Complete menu updates, changes & audits in a timely manner to ensure merchant menus are set-up to meet Rituals high menu standard
  • Working cross-functionally to drive process improvement
  • Train & educate merchants to provide a high quality work product
  • Be the voice of Ritual to our customers


This role could work with any of the following teams:

Merchant Onboarding:

This team works closely with our sales & city teams to ensure merchants are launched in a timely manner by setting up their menus & providing training to merchant partners to ensure excellent in-store customer experiences.

Partner Support:

This team supports the merchants to run their day-to-day operations with Ritual efficiently. We work closely with the city teams & global support team to address merchant requests, ensure high menu quality, educate merchants on product features while identifying internal operational issues & developing mid to long-term solutions.

Order Management:

This team ensures that our network is operating smoothly by troubleshooting device related technical issues & manage real-time fulfilment of demand while ensuring a superior customer & merchant experience.


  • University or college graduate or current university or college student
  • Food service or retail experience is desirable
  • Strong attention to detail: Changes we make are reflected directly in our app affecting millions of transactions - not making errors is critical
  • Experience using Google Sheets / Excel
  • Excellent communication skills: You are comfortable speaking on the phone & you possess excellent writing skills
  • Youre a hustler: Take ownership of Rituals growth & do whatever it takes to get the job done
  • Technical problem-solving skills
  • Bonus points for knowledge of SQL/Salesforce/Excel
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