About the Role The COE Specialist II on the RPS (Restaurant Partner Specialist) team is a critical role responsible for managing and resolving complex, high-impact cases. This team is handling a variety of merchant-facing issues, while also working directly with internal stakeholders to drive solutions and deliver a high-quality merchant experience.We're offering a hybrid model of working (60% minimum based out of our Limerick office, 40% optional work from home).What You'll DoHandle complex merchant cases, including change of ownership and other sensitive issues.Work proactively with stakeholders to address ad-hoc requests and manage ongoing tasks.Investigate and resolve escalated or complex tickets, ensuring timely and effective resolutions.Maintain a high level of professional and empathetic communication with merchants to provide a positive support experience.What You'll NeedAt least 1 year of experience in retail, hospitality, or customer service in-person or contact center environmentProven experience in a customer-facing support or operations role, preferably handling complex or escalated issues.Strong foundational knowledge of stakeholder management and cross-functional collaboration.Professional writing skills with the ability to articulate complex information clearly and concisely.Demonstrated empathy and a user-centric mindset with a focus on delivering high-quality service.Strong problem-solving skills and the ability to work independently in a fast-paced environment.