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Pos Support Manager

2 weeks ago

Singapore foodpanda APAC (Internal) Full time

**POS Support Manager**

**About the job**:
As the POS Support Manager, your primary responsibility is to lead a team of POS Support Specialists and ensure that our partners receive expert, accurate, and timely advice and support when they need it, in order to successfully sell with Delivery Hero through POS System. You will be responsible for managing the day-to-day operations of the POS support team, maintaining service level agreements, and ensuring that our partners are satisfied with the level of support provided. Additionally, you will work closely with various internal teams such as Logistics, Product & Tech to identify gaps within the current systems and propose solutions that benefit partners and improve their experience. Your role will also require you to drive initiatives to maximize our partners' adoption of POS Integrations.

**Responsibilities**:

- Lead and manage a team of POS Support Specialists to ensure that our partners receive expert, accurate, and timely advice and support.
- Ensure that all service level agreements are met and that our partners are satisfied with the level of support provided.
- Develop and implement policies and procedures to ensure that the POS support team operates efficiently and effectively.
- Manage the day-to-day operations of the POS support team, including scheduling, performance management, and reporting.
- Identify and recommend possible areas of improvement in the use of POS systems and work closely with relevant Tech/Product teams to bring solutions to life. Assist with solution development and testing and update documentation.
- Monitor and analyze trends in partner support requests and issues, and provide recommendations to improve the overall partner experience.
- Foster a culture of knowledge sharing within the POS support team and across the organization.
- Develop and maintain strong relationships with our partners and internal stakeholders, such as Logistics, Product & Tech teams.
- Manage the onboarding of new partners onto POS Integrations with Delivery Hero and support them with necessary configurations to set up their restaurants on our platform.
- Drive initiatives to maximize our partners' adoption of POS Integrations.

**Requirements**:

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in a customer support or technical support role, with at least 2 years in a managerial or leadership position.
- Experience managing a team of technical support specialists or similar roles.
- Familiarity with POS systems and API integrations.
- Strong problem-solving and troubleshooting skills.
- Excellent communication and interpersonal skills.
- Ability to work well under pressure and manage multiple tasks simultaneously.
- Ability to interface seamlessly with a global, multicultural team. You possess excellent relationship skills, are culturally aware, and can adjust your communication style to different audiences.
- Fluency in English, any other language is a plus.