Merchant Operations Specialist

Remote. Connecticut, Delaware, Florida, Georgia, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Vermont, and Virginia (excluding the New York City, Boston, Philadelphia, and Washington DC metro areas). Thanx is a leading loyalty and guest engagement platform for regional and national restaurants.

We help brands drive profitable growth by increasing guest frequency, growing digital sales, and reducing reliance on discounts. Most loyalty platforms work for guests who are already loyal. Thanx unifies loyalty, digital ordering, and marketing automation in one platform that turns first-time and casual guests into regulars, treating loyalty as a business outcome, not a program, and engaging across the entire guest base.

Our success is rooted in a culture that has attracted some of the best talent in the country, and we are proud of strong employee tenure, a track record of internal promotions, and the company-wide shift to working AI-native over the last 18 months.

We credit our cultural “core behaviors” with these accomplishments: You keep digging until you have an answer you can back up with data.

You may not have worked with restaurant POS systems or payments before, and that's fine. You can explain what you found to a merchant or a teammate who doesn't know the technical details.

Everyone at Thanx has equity and is expected to operate like an owner. That means real intensity, including evenings and weekends when the work calls for it. Merchant Operations makes sure our restaurant partners' setup works: their loyalty programs, mobile apps, online ordering, and the POS and other integrations behind them.

We work closely with the Implementation team to launch merchants, then with Customer Success to make sure the program keeps operating effectively.

You'll report to the Director of Merchant Operations and Support and work day to day with Support, Customer Success, Implementation, Product, and Engineering.

Investigating an issue used to mean pulling data from several systems by hand. These tools are wrong often enough that you have to check the numbers and question the first explanation before anything reaches a merchant or a colleague.

Configure merchant setups. Set up and update loyalty, rewards, app, and online ordering for new and existing merchants. Link merchants to their POS, ordering, and delivery partners, handle credentials, and work with partner teams when something needs their side.

Take escalations from Support and Customer Success, work out what is actually happening, and either fix it or give Engineering a clear bug report with the evidence.

Catch locations that go quiet, integrations that break, and cards that stop transacting before merchants report them.

Manage card network enrollment. Enroll locations with Visa, Mastercard, and Amex, and troubleshoot when transactions don't flow the way they should.

Write updates for merchants and teammates that people can act on without a follow-up question.

At six months, you're handling the team's core configuration and investigation work on your own, your diagnoses hold up when Engineering reviews them, and you've shipped at least one automation the team uses.

At twelve months, you own an area end to end, such as an integration, a card network, or a monitoring area, and you've made a visible difference in how the team works.

Experience in a technical support, operations, implementation, or similar role where you diagnosed problems across multiple systems.

Comfort with data. "SQL" is a big plus, and we'll teach what you need if you have the aptitude.

Experience using AI tools such as Claude or ChatGPT to speed up analysis, troubleshooting, or workflows.

Comfort in a lean, fast-moving environment where priorities shift.

22.00 - $25.00 USD per hour

25.00 - $29.00 CAD per hour

Thanx uses structured internal leveling and location-based compensation.

If you need an accommodation at any stage of the application or interview process, contact do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Thanx will consider qualified applicants with arrest or conviction records for employment in a manner consistent with local requirements.