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ThanxMerchant Operations Specialist
Thanx operates a loyalty and guest engagement platform designed for national and regional restaurants, combining digital ordering, marketing automation, and rewards into a single system. The…
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About This Role
Thanx operates a loyalty and guest engagement platform designed for national and regional restaurants, combining digital ordering, marketing automation, and rewards into a single system. The company is seeking a Merchant Operations Specialist to manage the technical configuration and ongoing performance of restaurant partner accounts. In this role, you will handle high-volume setups for loyalty programs, mobile applications, and online ordering, while linking merchant systems to payment, delivery, and point-of-sale…
Job Description
Thanx operates a loyalty and guest engagement platform designed for national and regional restaurants, combining digital ordering, marketing automation, and rewards into a single system. The company is seeking a Merchant Operations Specialist to manage the technical configuration and ongoing performance of restaurant partner accounts. In this role, you will handle high-volume setups for loyalty programs, mobile applications, and online ordering, while linking merchant systems to payment, delivery, and point-of-sale partners. You will report directly to the Director of Merchant Operations and Support, collaborating daily with the Customer Success, Support, Implementation, Product, and Engineering teams to investigate escalations and resolve technical issues.
This position is well-suited for someone who enjoys diagnosing complex technical problems, validating findings with data, and building custom internal automations using artificial intelligence. Thanx is an AI-native company and expects team members to utilize AI tools for daily troubleshooting and analysis while carefully verifying all outputs. Because team members operate with ownership and intensity, the work can occasionally require evening and weekend hours.
Responsibilities
- Configure and update loyalty programs, rewards, mobile apps, and online ordering systems for new and existing restaurant partners
- Establish partner integrations by connecting merchant accounts to point-of-sale, delivery, and ordering platforms while managing credentials
- Investigate escalated issues from Support and Customer Success teams, resolve them directly, or provide Engineering with data-backed bug reports
- Monitor location health proactively to catch inactive accounts, broken integrations, and halted payment transactions before merchants report them
- Manage card network enrollments with Visa, Mastercard, and American Express and troubleshoot transaction flow issues
- Build and improve internal automations, lookups, and monitoring workflows to replace repetitive manual tasks
Requirements
- Experience in an operations, technical support, implementation, or similar role focused on cross-system problem diagnosis
- Demonstrated ability to uncover root causes rather than simply closing support tickets
- Proficiency with artificial intelligence tools such as ChatGPT or Claude to accelerate workflows and analysis
- Strong written communication skills tailored for both technical and non-technical audiences
- Willingness to automate repetitive manual tasks and comfort operating in a fast-paced environment with shifting priorities
Qualifications
- Familiarity with SQL data analysis
- Prior experience working with restaurant technology, payment processing, APIs, or point-of-sale systems
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the Merchant Operations Specialist role located?
The position is remote and open to candidates living in Canada or specific US states, which include Connecticut, Delaware, Florida, Georgia, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, North Carolina, Pennsylvania, Rhode Island, South Carolina, Vermont, and Virginia, while excluding the metro areas of New York City, Boston, Philadelphia, and Washington DC.
What is the compensation for this role?
Compensation varies by location and internal leveling, with an hourly pay range of $22.00 to $25.00 USD for US workers and $25.00 to $29.00 CAD for Canadian workers.
What kind of experience is required?
Candidates need experience in technical support, operations, implementation, or a similar role involving cross-system problem solving, along with familiarity using AI tools like Claude or ChatGPT for analysis and troubleshooting.
How can applicants request interview accommodations?
Applicants who need an accommodation during any stage of the application or interview process can send a request to people@thanx.com.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.