[Hiring] Merchant Operations Generalist @Thanx

Role Description

As a Merchant Support Specialist, you will ensure accurate and efficient merchant configurations, integrations, and issue resolution. This role is critical in supporting new and existing merchants by managing technical setup, investigating operational issues, and working cross-functionally to enhance the merchant experience.

What You'll Do

• New Location Onboarding & Expansions: Configure new merchant locations across loyalty, credit card, and POS integrations, ensuring seamless onboarding and system integration. Location expansions for existing merchants are a significant part of the workload.
• Merchant Program Configuration: Set up and configure merchant programs to align with their business needs within the Thanx platform.
• Credit Card Network Onboarding: Facilitate the onboarding process for credit card-linked loyalty programs (Visa, Mastercard, Amex), ensuring proper setup and compliance.
• Integration Configuration: Configure and maintain integrations with POS systems (Toast, Square, and others) and third-party platforms for new and existing merchants.
• Issue Investigation & Resolution: Diagnose and resolve technical and operational issues across all merchants, collaborating with internal teams and external partners. This is a core part of the role and requires strong analytical thinking.
• Process Improvement & Automation: Identify opportunities to enhance operational efficiency, build new processes, and document best practices. We actively use AI tools (Claude Code) and scripted automations to reduce manual work, and you'll be expected to contribute to that culture.

Qualifications

• 1-3 years of experience in operations, technical support, or a similar role, preferably in SaaS or the restaurant/retail industry
• Strong problem-solving skills with the ability to diagnose and resolve technical issues
• Ability to work in a fast-paced environment and manage multiple tasks with attention to detail
• Excellent communication skills, both written and verbal, with the ability to translate technical issues into understandable terms
• Comfort using AI tools (ChatGPT, Claude, Copilot, or similar) to work more efficiently
• Experience driving process improvements, not just executing existing playbooks
• Proficiency in tools such as JIRA, Front, Zendesk, Google Sheets, Notion, Salesforce, or similar platforms is a plus

Benefits

• Competitive salary: $20 — $22 USD