Merchant Operations Specialist

This is a fully remote position, open to applicants in United States, +15 more locations.

📋 Description

• Set up and refresh loyalty, rewards, mobile applications, and online ordering configurations for both new and existing restaurant partners.

• Link merchants with POS systems, ordering platforms, and delivery services, including handling credentials.

• Collaborate with partner teams whenever integration challenges arise that need their input.

• Investigate escalated issues from Support and Customer Success teams.

• Address problems or supply Engineering with well-documented bug reports.

• Oversee location performance, integrations, and card transaction activities.

• Register locations with Visa, Mastercard, and American Express, while diagnosing transaction-flow concerns.

• Create monitoring tools, lookups, automations, and workflows to minimize repetitive manual tasks.

• Provide actionable updates to both merchants and team members.

• Work collaboratively with Support, Customer Success, Implementation, Product, and Engineering teams.

• Gradually take ownership of an operational area from start to finish.

⛳️ Requirements

• Proven experience in a technical support, operations, implementation, or a comparable role that involves diagnosing issues across various systems.

• Demonstrated ability to identify root causes rather than just closing tickets.

• Proficient with data analysis; knowledge of SQL is a significant advantage.

• Familiarity with AI tools like Claude or ChatGPT for tasks such as analysis, troubleshooting, or workflow management.

• Excellent written communication skills suitable for both technical and non-technical audiences.

• A proactive approach to automating repetitive tasks.

• Adaptability to a lean, fast-paced environment where priorities may change frequently.

• Experience in restaurant technology, POS systems, payments, or APIs is beneficial.

• Availability to work evenings and weekends as necessary.

• Candidates must reside in Canada or in one of the specified eligible US states, excluding the outlined metro areas.

🏝️ Benefits

• Equity offered to all employees.

• Work within an AI-driven environment.

• Opportunities for internal advancements.

• Support for accommodations during the application or interview process.

• An Equal Employment Opportunity workplace.