Merchant Onboarding Specialist (100% Remote)

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 Merchant Onboarding Specialist on a contract basis to support their business needs. This role is 100% remote.

Responsibilities:

• Own the end-to-end onboarding process for newly signed catering merchants from sales handoff through go-live.
• Serve as the primary point of contact for merchants during onboarding and activation.
• Conduct onboarding calls, walkthroughs, and training sessions on platform tools and best practices.
• Guide merchants through menu setup, operational configurations, packaging requirements, lead times, and POS/tablet integrations.
• Coordinate cross-functionally with Sales, Account Management, Operations, and Technical Support teams to resolve onboarding blockers.
• Track onboarding milestones and maintain accurate merchant records within CRM systems.
• Identify onboarding friction points and provide feedback to improve onboarding processes and merchant experience.
• Support merchants through their first catering orders with real-time coaching and issue resolution.
• Drive successful merchant activations while meeting onboarding timelines and satisfaction goals.
• Build strong relationships with merchant partners to support long-term success on the platform.

Skills and Qualifications:

• 2+ years of experience in merchant onboarding, customer success, account management, or similar client-facing roles.
• Strong verbal and written communication skills with the ability to explain complex processes clearly.
• Strong organizational and multitasking abilities with experience managing high volumes of accounts or onboarding pipelines.
• Experience working cross-functionally and escalating operational issues effectively.
• Proficiency with Salesforce, Google Workspace, and operational support platforms.
• Strong problem-solving skills and customer-focused mindset.
• Ability to work independently and proactively in fast-paced environments.
• Passion for supporting small and mid-sized business success.
• Ability to manage onboarding timelines, merchant expectations, and activation goals effectively.

Preferred Qualifications:

• Background in restaurant operations, food service, catering, or B2B marketplace platforms.
• Familiarity with catering operations or large-order food programs.
• Experience with merchant management platforms and onboarding tools.
• Prior experience within the marketplace, SaaS, or food technology environments.
• Experience with merchant-facing operational tools and portal systems.

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.