[Hiring] Merchant Operations Specialist @Thanx

Role Description

Merchant Operations makes sure our restaurant partners' setup works: their loyalty programs, mobile apps, online ordering, and the POS and other integrations behind them. We work closely with the Implementation team to launch merchants, then with Customer Success to make sure the program keeps operating effectively. Our part is the technical configuration, and after launch we monitor location health, investigate issues, and get root causes fixed.

You'll report to the Director of Merchant Operations and Support and work day to day with Support, Customer Success, Implementation, Product, and Engineering. You'll own a real piece of the work from your first months, not a narrow ticket queue.

Key Responsibilities

• Configure merchant setups.
• Set up and update loyalty, rewards, app, and online ordering for new and existing merchants.
• Connect partner integrations.
• Investigate and resolve issues.
• Monitor location health.
• Manage card network enrollment.
• Build and improve automations.
• Communicate clearly.

How We Will Know It's Working

• At six months, you're handling the team's core configuration and investigation work on your own.
• At twelve months, you own an area end to end, such as an integration, a card network, or a monitoring area.

Qualifications

• Experience in a technical support, operations, implementation, or similar role where you diagnosed problems across multiple systems.
• A track record of finding root causes, not just closing tickets.
• Comfort with data. SQL is a big plus, and we'll teach what you need if you have the aptitude.
• Experience using AI tools such as Claude or ChatGPT to speed up analysis, troubleshooting, or workflows.
• Clear written communication with both technical and non-technical audiences.
• A habit of automating repetitive work when you see it.
• Comfort in a lean, fast-moving environment where priorities shift.
• Experience with restaurant technology, POS systems, payments, or APIs is a plus.

Compensation

• US: $22.00 - $25.00 USD per hour
• Canada: $25.00 - $29.00 CAD per hour

How We Review Applications

We use AI-assisted tools to help review applications. Every application is also reviewed by a person, and no hiring decision is made by an automated system alone.

Accommodations

If you need an accommodation at any stage of the application or interview process, contact [email protected] and we will work with you to arrange it.

Equal Employment Opportunity

We are proud to be an Equal Employment Opportunity company. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.