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Ritual // social food ordering app
Toronto    Posted: Wednesday, September 04, 2019
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The Senior Merchant Operations Specialist in QA is an expert at daily operational functions that support Rituals merchant network. This role ensures we are delivering world-class service & timely resolution of any issues facing our new & existing merchant partners through our vendors.

This role will also be expected to contribute to process improvement projects to improve overall team efficiency.


  • Coach vendors to provide high quality inbound & outbound phone communications by training them to troubleshoot technical issues, & accommodate requests.
  • Collaborate with vendors & merchants to document business & technical issues. Escalate larger issues to operations & engineering teams.
  • Effectively work with city & sales teams to communicate & receive feedback on vendor performance.
  • Develop & execute quality assurance programs that continually improve the quality of service delivered through phone interactions.
  • Scale our on-site & remote programs for on-boarding & on-going training & development.
  • Identify both underperformance & excellence to tailor individualized training programs.
  • Build reports, analysis, & dashboards to improve team efficiency & execution.

Success Criteria

  • Quality Oriented: Accomplishes tasks by considering all areas involved, no matter how detailed. Shows concern for attention to detail & accurately follows procedures to check processes & tasks.
    • Applied Learning: Applies new job-related information in a timely manner. Actively participates in needed learning activities in a way that makes the most of the learning experience to quickly gain knowledge, understanding, or skill.
    • Action Oriented: Takes prompt action to accomplish work goals & achieve results beyond what is required; proactive, responds quickly, takes independent action, & goes above & beyond.
  • Compelling Communication: Delivers clear messages in a focused & compelling way that captures & holds the attention of others knowing when to use the appropriate mode for communicating.
  • Managing Work: Willingly takes on responsibility, actively manages work until it gets done, utilizes resources, understands the time value in all work so is punctual in meeting deadlines, & take pride in delivering on time & to expectations.


  • University or college graduate with 1-3 years of operations or support experience.
  • Food service or retail experience is desirable.
  • Experience using Google Sheets / Excel.
  • Excellent communication skills: You are very comfortable speaking on the phone.
  • Youre a hustler: Take ownership of Rituals growth & do whatever it takes to get the job done.
  • Bonus points for experience working in a Call Centre environment or on a Quality Assurance team.
  • Bonus points for fluency in languages other than English.


  • Competitive salaries we strive to pay top market compensation
  • Every Ritual employee owns equity & becomes a shareholder
  • Health coverage & life insurance plans to fit your needs
  • Flexible vacation policy work hard & take time when you need it
  • We eat our own dog food Ritual credits provided daily to use towards coffee & lunch
  • Work with truly elite peers in a super-fun office
  • Be at the heart of the growth startup community
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