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 our 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.

Responsibilities:

• Serve as first-line support for merchant, customer, partner, and internal post-sales escalations related to online ordering
• Support Tier 1 and Tier 2 teams to ensure seamless escalation handling and exceptional service outcomes
• Investigate and resolve complex technical issues using ticketing systems, with phone or video support as needed
• Troubleshoot issues related to menu settings, customer-facing configurations, reporting, and reconciliation
• Act as a subject-matter expert for online ordering products, tools, systems, and processes
• Address merchant concerns with empathy, urgency, and clear communication
• Apply structured problem-solving methods to diagnose issues and implement effective solutions
• Collaborate with cross-functional teams to resolve issues and improve support workflows
• Document issues, resolutions, and learnings to support continuous improvement
• Operate effectively in a fast-paced, evolving environment with changing priorities and schedules
• Provide support coverage during operating hours between 7:00 AM and 5:00 PM PST, with flexibility as shifts evolve

Skills and Qualifications:

• Bachelor’s degree or equivalent professional experience
• At least 2 years of experience in a related role within technology, hospitality, or customer support
• Strong troubleshooting, analytical, and organizational skills
• Excellent written and verbal communication skills
• High emotional intelligence with proven de-escalation and call management experience
• Ability to work independently while collaborating effectively with a team
• Strong time management skills with the ability to prioritize and execute efficiently
• Comfort working in ambiguous, fast-changing environments with a bias for action
• Experience using ticketing systems for issue tracking and resolution
• Commitment to delivering high-quality customer and merchant experiences
• Demonstrated success in turning escalated or dissatisfied customers into positive brand advocates

Preferred Qualifications:

• Experience supporting point-of-sale or online ordering platforms
• Familiarity with POS providers such as Toast or Square
• Experience using tools such as Google Workspace, Slack, Jira, Confluence, or Salesforce

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.