Customer Operations Generalist

Summary

Join Thanx, a leading loyalty and guest engagement platform for restaurants, as a Customer Operations Generalist! In this role, you will ensure accurate and efficient merchant configurations, integrations, and issue resolution. You will support new and existing merchants by managing technical setup, investigating operational issues, and collaborating cross-functionally to enhance their experience. This position requires 1-3 years of experience in operations, technical support, or a similar role, preferably in SaaS, fintech, or the restaurant/retail industry. Strong problem-solving and communication skills are essential. The ability to work in a fast-paced environment and manage multiple tasks with attention to detail is also crucial. This is a remote position open to candidates located in Canada.

Requirements

• 1-3 years of experience in operations, technical support, or a similar role, preferably in SaaS, fintech, 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

Responsibilities

• Merchant Program Configuration – Set up and configure merchant programs to align with their business needs within the Thanx platform
• New Location Configuration – Configure new merchant locations, ensuring seamless onboarding and system integration
• Initial Credit Card Onboarding for New Merchants – Facilitate the onboarding process for credit card-linked loyalty programs, ensuring proper setup and compliance
• Integration Configuration for New and Existing Merchants – Configure and maintain integrations with POS systems and other third-party platforms
• Investigating Issues for All Merchants – Diagnose and resolve technical and operational issues, collaborating with internal teams and external partners as needed
• Process Improvement & Documentation – Identify opportunities to enhance operational efficiency and document best practices for internal and external use

Preferred Qualifications

Proficiency in tools such as JIRA, Front, or other ticketing systems is a plus