Merchant Support Specialist - Customer/Technical (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.

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

The Merchant Support Specialist is responsible for delivering high-quality support to merchants, customers, partners, and internal teams using an online ordering platform. This role serves as the first line of defense for post-sales escalations, troubleshooting issues, and ensuring seamless collaboration between Tier 1 and Tier 2 Support teams. The position requires strong communication, problem-solving, and organizational skills, as well as flexibility to work shifts between 7:00 AM and 5:00 PM PST.

Responsibilities:

• Provide frontline support for merchants using the online ordering platform, troubleshooting issues such as menu settings, customer interface configurations, and reporting reconciliation.
• Investigate and resolve complex technical cases to identify root causes and implement effective solutions.
• Address merchant issues with empathy, professionalism, and urgency to ensure a positive customer experience.
• Collaborate with Tier 2 Support and internal stakeholders to resolve escalations efficiently.
• Develop deep product knowledge, including systems, processes, and tools, to deliver accurate and timely solutions.
• Maintain organized case documentation and ensure follow-up communication with stakeholders.
• Contribute to a culture of continuous improvement by identifying opportunities to enhance support processes.
• Deliver support primarily via ticketing systems, with phone or video support as needed.

Skills and Qualifications:

• Bachelor’s degree or equivalent work experience.
• Minimum of 2 years of experience in technology, hospitality, or customer support.
• Experience with platforms and tools such as Toast, Square, POS providers, Google Suite, Slack, Jira, Confluence, and Salesforce.
• Proven ability to manage and resolve escalations with professionalism and empathy.
• Excellent troubleshooting and problem-solving skills with strong attention to detail.
• High emotional intelligence and effective communication skills across multiple channels.
• Ability to work independently and manage time effectively in a fast-paced environment.
• Experience with de-escalation tactics and customer relationship management.
• Flexibility to adapt to evolving shift schedules and team requirements.

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.