Regional Operations Specialist

SpotOn•Royal Oak, MI

About The Position

We’re not just building restaurant tech, we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sht about helping restaurants succeed. Named the #1 Restaurant POS by G2 (Fall 2025), based on ratings from real users Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you. Position Objective The Regional Operations Specialist supports and optimizes day-to-day regional operations for the company’s Point of Sale (POS) and restaurant management systems. This role ensures accurate merchant onboarding, timely deployment of hardware and software, and effective resolution of operational and technical issues. Working closely with cross-functional teams—including Sales, Product, Customer Success, and Finance—the Specialist drives operational efficiency, improves workflows, and contributes to a consistent, high-quality client experience.

Requirements

Strong technical understanding of POS systems, software configuration, and basic networking.
Hands-on experience with POS hardware setup and troubleshooting (terminals, tablets, printers, peripherals).
Familiarity with CRM and tracking tools (e.g., Salesforce).
Working knowledge of payment processing systems, gateways, and reconciliation workflows.
Proven problem-solving ability with sound judgment in escalating complex issues.
Excellent communication and collaboration skills with internal teams and clients.
Strong attention to detail and adherence to operational procedures.
Ability to mentor and guide junior team members.
Highly organized with the ability to manage multiple priorities in a fast-paced environment.
Experience in operations, customer support, or related roles—preferably within technology, SaaS, or restaurant/retail environments.
Background in software or hardware deployments and escalated issue resolution preferred.
2+ years of professional experience in customer success or related roles.

Nice To Haves

Experience in fintech or SaaS environments preferred.

Responsibilities

Lead regional client onboarding, including POS setup, installation, and configuration.
Troubleshoot and resolve escalated technical, hardware, and payment processing issues.
Identify inefficiencies and recommend or implement regional process improvements.
Monitor deployment progress to ensure timely, accurate delivery of hardware and software.
Maintain accurate records of merchant accounts and project activities in CRM systems.
Support workflow standardization and operational best practices across regions.
Collaborate with cross-functional teams to ensure seamless transitions from sales through implementation.
Track and report key operational metrics, identifying trends and opportunities for improvement.
Ensure compliance with company policies, data protection standards, and industry regulations.
Deliver high-quality, accurate work and outcomes by consistently adhering to documented processes, including Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and checklists.
Review and verify outcomes before submission to maintain consistency and high-quality standards.
Identify and address process gaps or errors to drive continuous improvement and operational excellence.