Job Description

Merchant Support Specialist

Merchant Support Specialist Employment Type: Freelance Location: Remote PST 9:00 AM5:00 PM preferred Assignment Dates: August 17, 2026November 17, 2026

About the Role Our client, a leading company in the online ordering and hospitality technology industry, is seeking a Merchant Support Specialist to provide reliable post-sales support to business customers. This freelance opportunity is ideal for a customer-focused problem solver who enjoys investigating technical issues, communicating clearly, and helping hospitality businesses get the most value from their technology. As a frontline support partner, you will assist merchants, customers, partners, and internal teams with inquiries and escalations. Most interactions are managed through a customer messaging platform, with phone or video support used when a higher-touch experience is needed. Flexibility during Pacific Time business hours is important.

What You'll Do

• Deliver timely, empathetic, and accurate support to merchants using an online ordering platform.
• Investigate technical issues, identify root causes, and guide users toward effective resolutions.
• Troubleshoot menu configuration, customer ordering experiences, reporting, and reconciliation concerns.
• Manage Tier 1 support cases and partner with Tier 2 teams on more complex escalations.
• Document cases, communicate status updates, and maintain complete support records in ticketing tools.
• Build working knowledge of platform products, merchant workflows, and support processes.
• Identify recurring issues and share insights that improve merchant experiences and internal operations.
• Provide phone or video support for complex or sensitive merchant concerns when needed.

What You'll Bring

• Strong written and verbal communication skills and a customer-first service mindset.
• Excellent troubleshooting, critical-thinking, and problem-solving abilities.
• Ability to manage competing priorities, organize work effectively, and stay composed in a fast-paced environment.
• Comfort learning new systems, technology platforms, product features, and workflows quickly.
• A collaborative approach to working with cross-functional teams.
• Experience with ticketing platforms, technical support, SaaS support, hospitality technology, or merchant support is preferred.
• Availability to work remotely, preferably during Pacific Time business hours.

About the Team

The team supports hospitality businesses with dependable online ordering, reporting and analytics, targeted marketing, and flexible operational tools. Team members help merchants navigate day-to-day needs and peak demand periods while contributing to seamless customer ordering experiences.

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