[Hiring] Software Implementation & Support Specialist @SpotOn

Role Description

Our Financial Services group is looking for a Software Implementation & Support Specialist to join our Implementation team! This role will focus on DayCheck, SpotOn’s earned wage access solution designed to give restaurant employees access to their hard-earned tips once they’re approved—improving financial flexibility for employees and streamlining operations for restaurants.

This role will involve implementing DayCheck for new merchants and supporting the growth of the product. Because DayCheck integrates directly with our labor management system (Teamwork), you’ll also become an expert in Teamwork’s tools and data flows. While the core focus is implementation, your work will also equip you to assist with escalated support cases requiring advanced troubleshooting. As DayCheck evolves to support new features and integrations, your scope will grow with it.

Essential Functions

• Implementation Coordination: Lead the setup and configuration of new DayCheck accounts, coordinating across teams and partners to ensure merchants and employees have a smooth experience regardless of which SpotOn tools or services they’re adopting.
• Quality Assurance: Validate account setup by running tip flow checks and pre-launch QA steps.
• Training & Enablement: Train merchants and internal teams on how DayCheck works, including system behavior, reporting logic, and key DayCheck workflows.
• Account Monitoring: Oversee new merchant launches through their first few weeks, including working alongside Teamwork specialists to verify initial payroll setup and reconciliation. Assist with handoff to Support and Customer Success once stable.
• Product Knowledge: Become an expert in DayCheck and Teamwork’s integration logic, with the ability to understand and explain how data flows from shifts and tips to payouts and merchant settlements.
• Support Escalation: Handle advanced support requests from frontline teams, especially those related to implementation configurations, money movement, integrations, or reconciliation across systems.
• Pipeline Management: Monitor new activation cases, document progress, track implementation steps, and ensure all account data is properly recorded in SpotOn’s systems.
• Cross-Team Collaboration: Work closely with global (especially U.S.- and India-based) teammates in Implementation, Product, Engineering, Support, and Customer Success.
• Growth Support: Contribute to tooling improvements, process documentation, and feedback loops that inform product, process, and implementation improvements.

Qualifications

• 4+ years of experience in product implementation, technical onboarding, or customer support roles.
• Strong problem-solving skills and comfort working with multiple systems and internal tools.
• Proven ability to convey complex step-by-step instructions in layman's terms.
• Experience with restaurant operations, Point-of-Sale (POS) systems, payroll platforms, earned wage access tools, or labor management platforms is a plus.
• Excellent written and verbal communication and clear documentation habits.
• Demonstrates excellent organizational skills.
• Keen attention to detail.
• Solution-oriented.
• Strong customer empathy, and driven to see clients and team members succeed.
• Ability to maintain professionalism in a client-facing role.
• Ability to think through edge cases and troubleshoot across integrated systems using strong analytical and critical problem-solving skills.
• Comfortable working in a collaborative team environment and independently driving tasks forward.
• Ability to effectively manage multiple projects simultaneously.

Requirements

• High School Diploma.
• Bachelor’s Degree preferred.

Benefits

• Medical Insurance with coverage up to INR 8,00,000 for the employee and their family.
• Education Assistance – reimbursement of up to $1,000 USD per calendar year for professional development.