Merchant & Customer Support Executive - Prepit

A New Chapter: Dsquares X Prepit

We’re excited to share that Prepit has officially joined the Dsquares family! This acquisition marks a new chapter where we combine Prepit’s innovation and agility with Dsquares’ expertise and scale to build even stronger, more impactful loyalty and engagement solutions.

About Prepit:

Prepit aims to bridge the gap between restaurants & their diners, building lasting relationships using technology enabled solutions. Through a loyalty engine and a gamified online ordering experience, Prepit enables restaurants to collect critical diner data, identify trends in customer behavior, and directly communicate with diners to generate recurring business.
Our People is our Brand
Developing seamless loyalty solutions is only possible with a great team. Our culture is open, collaborative, and empowering. If you're passionate, driven, and eager to make an impact—you'll fit right in.

About The Role:
The Merchant & Customer Support Executive will serve as the primary point of contact for merchant branches and end users, handling daily inquiries, requests, reviews, and operational issues. The role requires strong communication, problem solving, and coordination skills to ensure timely issue resolution and high satisfaction levels.

Key Duties & Responsibilities:

• Act as the main point of contact for merchant branches regarding operational requests, inquiries, and issues.
• Handle and follow up on merchant support tickets and service requests.
• Investigate and resolve merchant related issues while ensuring compliance with service level agreements (SLAs).
• Monitor and manage customer reviews, feedback, and complaints received through the Prepit platform and other channels.
• Respond professionally to merchant and customer inquiries in a timely manner.
• Coordinate with Operations, Product, Technical, and other internal teams to resolve issues efficiently.
• Escalate critical cases and follow up until full resolution.
• Maintain accurate records of all communications, requests, and issue resolutions.
• Support merchant onboarding, training, and platform adoption when required.
• Prepare regular reports on support performance, issue trends, customer feedback, and merchant satisfaction.
• Contribute to delivering a seamless experience for both merchants and end users.

Requirements

• Required Experience :
  • 1–3 years of experience in Customer Support, Merchant Support, Operations, Customer Success, or a related field.
  • Experience in technology, SaaS, loyalty programs, or marketplace businesses is a plus.
• Required Skills :
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical abilities.
  • Customer-focused mindset.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Strong follow up and coordination skills.
  • Proficiency in Microsoft Office particularly Excel.
  • Experience using ticketing, and support system Priorities

• Experience in F&B or tech is a plus

Benefits

• Comprehensive Wellbeing: Enjoy peace of mind with our private medical insurance and life cover.
• Work-Life Balance: Achieve optimal well-being with our hybrid work environment, generous maternity and paternity benefits, and regular team-building events.
• Continuous Development: Expand your horizons through our commitment to learning and development opportunities.