Merchant Operations Specialist

Remote. Open to candidates in Canada or in the following US states: 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).

Who Are We?

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.

Thanx has raised more than $30M from elite investors including M33 Growth, Ribbit Capital, and Sequoia Capital. 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: Think Boldly, Execute Reliably, Focus on What Matters, Say “Thanx” Genuinely, Encourage Diverse Perspectives, and Lead, Virtually.

Who Are You?

You like figuring out why something broke. A reward didn't apply, a location stopped sending transactions, an order failed. You keep digging until you have an answer you can back up with data.

You're comfortable with technical tools and you pick up new systems quickly. 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.

You already use AI in your daily work, and you want to be somewhere that expects it.

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. If that isn't what you're looking for right now, this isn't the right role. We would rather you know that before you apply than after you start.

Position Overview

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. Our part is the technical configuration, and after launch we monitor location health, investigate issues, and get root causes fixed.

You’ll report to the Director of Merchant Operations and Support and work day to day with Support, Customer Success, Implementation, Product, and Engineering. You’ll own a real piece of the work from your first months, not a narrow ticket queue.

How We Work With AI

“With great power comes great responsibility.” Uncle Ben

AI has changed what a day on this team looks like. Investigating an issue used to mean pulling data from several systems by hand. Now an agent can gather the evidence, and your time goes to figuring out what it means. We build our own monitors, lookups, and triage tools, and we expect everyone on the team to build, not just use them.

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. That part is still your job.

Key Responsibilities

• Configure merchant setups. Set up and update loyalty, rewards, app, and online ordering for new and existing merchants. This is a high-volume part of the job, so accuracy and speed both matter.
• Connect partner integrations. Link merchants to their POS, ordering, and delivery partners, handle credentials, and work with partner teams when something needs their side.
• Investigate and resolve issues. 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.
• Monitor location health. 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.
• Build and improve automations. Turn repetitive manual work into monitors, lookups, and workflows the whole team can use.
• Communicate clearly. Write updates for merchants and teammates that people can act on without a follow‑up question.

How We Will Know It's Working

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.

What We're Looking For

We don’t believe in rigid requirements, but success in this role typically involves:

• Experience in a technical support, operations, implementation, or similar role where you diagnosed problems across multiple systems.
• A track record of finding root causes, not just closing tickets.
• 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.
• Clear written communication with both technical and non-technical audiences.
• A habit of automating repetitive work when you see it.
• Comfort in a lean, fast-moving environment where priorities shift.
• Experience with restaurant technology, POS systems, payments, or APIs is a plus.

Compensation

US
$22.00 - $25.00 USD per hour

Canada
$25.00 - $29.00 CAD per hour

Leveling & Location

Thanx uses structured internal leveling and location-based compensation. Final leveling and compensation are determined through the interview process based on experience, scope, and work location, and any offer will align with the appropriate range.

How We Review Applications

We use AI-assisted tools to help review applications. Every application is also reviewed by a person, and no hiring decision is made by an automated system alone. If you’d like to know more about how we use these tools, ask your recruiter at any point in the process.

Accommodations

If you need an accommodation at any stage of the application or interview process, contact and we will work with you to arrange it.

This position is an existing vacancy.

We are proud to be an Equal Employment Opportunity company. We 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.