Merchant Support Specialist I

Remote, California

Merchant Support Specialist I

Location: Remote USA

Contract Duration: Through November 2026

Contract Type: W2 through Staffing Supplier

Pay Rate: $22.87/hr

About the Team

Online Ordering is on a mission to make operating a hospitality business a whole lot easier. Our innovative platform has all the tools merchants need — all in one place — reliable online ordering, reporting & analytics, targeted marketing, and more. We know that every restaurant is unique, so we built our software to be as flexible as you need—our Platform powers the Friday night dinner rush, the weekend brunch reservations, and everything in between.

About the Role

Our Support team is available from 7:00 AM to 5:00 PM PST. Flexibility is required, as shift times may evolve as the team grows. Most support is handled via our Zendesk ticketing system, with phone or video support offered as needed. You’ll be a strategic problem solver and become a subject matter expert in all things Online Ordering. You will be the first line of defense for all merchant, customer, partner, and internal post-sales escalations, ensuring that Tier 1 & Tier 2 Support work together seamlessly to provide an exceptional service experience when something goes wrong. Tier 1 is primarily responsible for supporting merchants who use our ordering platform and will help identify and troubleshoot a wide range of issues, including menu settings, customer UI configurations, and reporting reconciliation. To succeed in this role, you will need to have strong communication, troubleshooting, and organizational skills, and a constant desire to never stop building your knowledge of our ever-growing product suite.

You’re excited about this opportunity because you will…

Be an early part of a collaborative team that prides itself on world-class customer service for an innovative and industry-leading technology platform Investigate and resolve complex technical troubleshooting cases to diagnose and remediate failure points
Address merchant issues with empathy and urgency, ensuring that every touch point with the merchant is a learning opportunity that brings them closer to success
Develop deep expertise in our product suite, processes, systems, tools, and how to diagnose and resolve issues.

We’re excited about you because…

You love helping people! You want to do right by our merchants to provide a scalable, world-class merchant experience.
You enjoy working methodically through a problem step-by-step to narrow down possible solutions.
You work independently, you’re a reliable teammate, and you’re trustworthy.
You always either know what your next steps are and how to get there, or who to ask if you need help.
You are excited by the unfamiliar and new.
You are comfortable with building the plane as it’s flying and have a bias for action.
You thrive in a fast-paced, always-changing environment.
You absorb new information quickly and execute at a high level because you effectively manage your time and proactively seek to understand.
You have high emotional intelligence and great communication skills - you communicate with merchants and teammates efficiently, professionally, and confidently.
You know how to close the loop, and you don’t leave anyone hanging.
You have experience in de-escalation tactics, call management, and delight in turning an upset customer into a vocal brand promoter.
You have a Bachelor’s degree or equivalent amount of work experience 2+ years of work experience in a related role in technology, hospitality, or customer support
Bonus Points for… Familiarity with Toast, Square, POS Providers, Google Suite, Slack, Jira, Confluence, and Salesforce.

Apply now!