Merchant Operations Specialist - Thanx

About Thanx

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 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.

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.

Key Responsibilities

• Configure merchant setups: Set up and update loyalty, rewards, app, and online ordering for new and existing merchants accurately and quickly.
• Connect partner integrations: Link merchants to their POS, ordering, and delivery partners, handle credentials, and work with partner teams when technical support is required.
• Investigate and resolve issues: Take escalations from Support and Customer Success, determine root causes, and either resolve them directly or provide Engineering with clear bug reports and evidence.
• Monitor location health: Identify 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 flow issues.
• 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 internal teams that enable immediate action.

How We Work With AI

AI has fundamentally changed what daily work looks like at Thanx. Investigating an issue used to mean pulling data from several systems manually; now AI agents gather evidence so your time goes toward analysis. We build our own monitors, lookups, and triage tools, and we expect everyone on the team to build and refine them.

What We're Looking For

• Experience in technical support, operations, implementation, or a similar role diagnosing problems across multiple systems.
• A proven track record of finding root causes rather than just closing tickets.
• Data literacy; experience with SQL is a plus, though an aptitude to learn is essential.
• Experience using AI tools such as Claude or ChatGPT to accelerate analysis, troubleshooting, or workflows.
• Clear written communication for both technical and non-technical audiences.
• A habit of automating repetitive manual tasks.
• Comfort in a lean, fast-moving environment where priorities shift.
• Experience with restaurant technology, POS systems, payments, or APIs is a plus.

Location Requirements

Open to candidates in Canada or 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 NYC, Boston, Philadelphia, and Washington DC metro areas).

Compensation

• US: $22.00 - $25.00 USD per hour
• Canada: $25.00 - $29.00 CAD per hour
• Everyone at Thanx receives equity.