Merchant Operations Generalist

Thanx

5d • $20 - $22 • Remote

About The Position

Thanx is a leading loyalty and guest engagement platform for restaurants. Thanx helps regional and national restaurant brands grow customer lifetime value with easy-to-use lifecycle marketing automations and innovative customer loyalty tools focused on access, status, and personalization over rote discounts. Thanx's proprietary credit card tokenization technology dramatically increases the volume and accuracy of purchase data which sits at the core of our CRM suite of tools and our app and web-based ordering experiences deliver industry-leading conversion and repeat purchasing. We were named to Nation's Restaurant News "2020 Power List" as one of the 50 most influential innovators in food-service.
Thanx has gained the investment of prominent venture and growth equity luminaries, having raised more than $30M from elite investors such as M33 Growth, Ribbit Capital, and Sequoia Capital. Core to our success is a culture that has attracted some of the best talent from across the country; we are proud of incredibly strong employee tenure, track record of internal promotions, and impressive alumni network. We credit our cultural "core behaviors" with these accomplishments: Think Boldly, Execute Reliably, Focus on What Matters, Say "Thanx" Genuinely, Encourage Diverse Perspectives, and Lead, Virtually.
You are detail-oriented, technically curious, and energized by building better ways to get things done. You'll ensure accurate and efficient merchant configurations, integrations, and issue resolution. This role is critical in supporting new and existing merchants by managing technical setup, investigating operational issues, and working cross-functionally to enhance the merchant experience.
You're comfortable using AI tools to accelerate your work, and you're excited about the opportunity to shape and improve the processes you operate, not just follow them.

Requirements

• 1-3 years of experience in operations, technical support, or a similar role, preferably in SaaS or the restaurant/retail industry
• Strong problem-solving skills with the ability to diagnose and resolve technical issues
• Ability to work in a fast-paced environment and manage multiple tasks with attention to detail
• Excellent communication skills, both written and verbal, with the ability to translate technical issues into understandable terms
• Comfort using AI tools (ChatGPT, Claude, Copilot, or similar) to work more efficiently
• Experience driving process improvements, not just executing existing playbooks

Nice To Haves

• Proficiency in tools such as JIRA, Front, Zendesk, Google Sheets, Notion, Salesforce, or similar platforms is a plus

Responsibilities

• New Location Onboarding & Expansions — Configure new merchant locations across loyalty, credit card, and POS integrations, ensuring seamless onboarding and system integration. Location expansions for existing merchants are a significant part of the workload.
• Merchant Program Configuration — Set up and configure merchant programs to align with their business needs within the Thanx platform.
• Credit Card Network Onboarding — Facilitate the onboarding process for credit card-linked loyalty programs (Visa, Mastercard, Amex), ensuring proper setup and compliance.
• Integration Configuration — Configure and maintain integrations with POS systems (Toast, Square, and others) and third-party platforms for new and existing merchants.
• Issue Investigation & Resolution — Diagnose and resolve technical and operational issues across all merchants, collaborating with internal teams and external partners. This is a core part of the role and requires strong analytical thinking.
• Process Improvement & Automation — Identify opportunities to enhance operational efficiency, build new processes, and document best practices. We actively use AI tools (Claude Code) and scripted automations to reduce manual work, and you'll be expected to contribute to that culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees