Merchant Support 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 their mission to grow and empower local economies.

We are seeking a Merchant Support Specialist on a contract basis to help support our Customer's business needs. This role is 100% remote.

This role is the first line of defense for post-sales escalations, ensuring merchants, customers, partners, and internal teams receive exceptional support. This role focuses on troubleshooting and resolving Tier 1 merchant issues related to our online ordering platform, including menu settings, customer UI configurations, and reporting reconciliation. The ideal candidate thrives in a fast-paced environment, communicates with empathy, and takes pride in creating world-class service experiences.

Responsibilities:

• Provide Tier 1 support to merchants using the online ordering platform via Zendesk tickets, phone, or video support.
• Investigate and troubleshoot technical issues step-by-step to diagnose and resolve problems.
• Address merchant concerns with empathy and urgency, ensuring positive and professional interactions.
• Collaborate with Tier 2 Support to seamlessly resolve escalated or complex issues.
• Develop subject matter expertise in the product suite, systems, tools, and troubleshooting processes.
• Document case details, resolutions, and insights to improve knowledge sharing across the team.
• Contribute to the continuous improvement of support processes, tools, and resources.
• Actively engage in de-escalation tactics to turn upset customers into positive brand advocates.

Skills and Qualifications:

• Bachelor’s degree or equivalent professional experience.
• 2+ years of experience in technology, hospitality, or customer support roles.
• Strong communication skills with high emotional intelligence; ability to manage escalations effectively.
• Proven troubleshooting and problem-solving skills with a methodical, step-by-step approach.
• Ability to work independently, manage time effectively, and thrive in a fast-paced, changing environment.
• Proficiency with Google Suite, Slack, Jira, Confluence, or Salesforce preferred.
• Bonus: Familiarity with POS systems such as Toast, Square, or other POS providers.

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