Launch Specialist (Chicago, IL)

Our Customer is a technology company that connects people with the best of their neighborhoods across the US, Canada, Australia, Japan, and Germany. They enable local businesses to meet consumers’ needs of ease and convenience, and, in turn, generate new ways for people to earn, work, and live. By building the last-mile logistics infrastructure for local commerce, they’re fulfilling our mission to grow and empower local economies.

Our Customer is seeking a Launch Specialist on a contract basis to support their business needs. This role is partially remote, partially in-office in Chicago, IL, and largely travel-based, as you will be regularly traveling to merchant sites in your region and across the country.

A Launch Specialist is responsible for traveling across the country to onboard restaurant merchants and enhance their experience throughout their lifecycle on the platform. This role partners cross-functionally with sales, account management, operations, product, and analytics teams to deliver a seamless and positive onboarding experience for merchants.

The position focuses on ensuring successful merchant activation, improving overall onboarding processes, and contributing to a high-quality experience that supports long-term engagement and satisfaction. This role reports to the East Coast Onboarding Lead within the Platform Operations organization.

Responsibilities:

• Serve as the primary point of contact for merchant restaurants, delivering a high-quality onboarding and support experience
• Develop and execute onboarding strategies to ensure a seamless and positive merchant experience
• Conduct hands-on, in-store training to help merchant staff effectively use digital ordering and SaaS platforms
• Create and maintain training materials to drive adoption and operational understanding
• Configure and implement systems and tools for new and existing merchants
• Identify and improve merchant workflows to increase adoption, efficiency, and revenue generation
• Partner cross-functionally with internal teams to support merchant success and resolve issues
• Monitor onboarding progress and performance, ensuring timely and accurate execution
• Adapt quickly in a fast-paced, evolving environment while driving immediate results
• Proactively identify opportunities for process improvements and contribute to operational strategy

Skills and Qualifications:

• Bachelor’s degree or equivalent work experience
• 5+ years of experience in restaurant/bar management, hospitality, customer support, or related fields
• Strong customer service and relationship management skills
• Experience working cross-functionally with multiple teams
• Highly detail-oriented with strong organizational and execution skills
• Ability to work hands-on in the field and train users effectively
• Proactive, self-starter mindset with the ability to operate at a detailed, execution level
• Strong communication skills, both written and verbal
• Ability to manage multiple priorities in a dynamic environment

Preferred Qualifications:

• Spanish fluency
• Experience with SaaS tools, onboarding programs, or digital platform implementations

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.