About the job
As a Partner Care Agent at ananinja, you will serve as the primary point of contact for our restaurant partners, swiftly resolving any issues to ensure their operations run seamlessly on our platform. Your role will encompass everything from ticket management to menu troubleshooting, where your excellent communication skills and problem-solving ability will create a dependable and friendly experience that our partners have come to trust. You will also identify recurring challenges, document solutions, and collaborate with Operations, Product, and Finance teams to mitigate future problems.
Your key responsibilities will include:
- Managing partner tickets from start to finish: Recognize, diagnose, resolve, and follow up on tickets within set SLAs, while maintaining clear and professional communication with partners.
- Troubleshooting menu, order, and platform discrepancies: Address issues related to menu inaccuracies, operational hours, order processing errors, device/app malfunctions, and payment/payout inquiries.
- Effective escalation: Assess the scope and impact of issues, provide reproduction steps, and channel complex cases to Tier 2, Product Support, Logistics, or Finance with succinct summaries.
- Maintaining accurate documentation: Create and update knowledge base articles, macros, and runbooks; identify content gaps and remove outdated guidance.
- Ensuring restaurant uptime: Actively monitor store statuses and manage high-impact incidents (e.g., bulk order failures, system downtimes) to facilitate swift recovery in collaboration with internal teams.
- Data management and reporting: Accurately tag tickets, track root causes, and contribute to weekly reports highlighting key trends, drivers, and preventive strategies.
- Partner education: Share best practices, such as preparation times and dispatch workflows, while promoting the adoption of new features.
- Upholding quality and compliance: Adhere to company policies, manage sensitive data with care, and meet internal standards regarding accuracy, tone, and completeness.

