Merchant Onboarding & Activation Specialist -- KEWDC5880934

About the role

We are looking for a Merchant Onboarding & Activation Specialist to help restaurant merchants successfully launch on $12 Meal Box program. This role manages the activation process from the time a merchant signs an agreement until their menu is fully live and verified. The position is highly hands-on and involves merchant onboarding, POS configuration, menu and photo uploads, technical troubleshooting, follow-up, and launch quality checks.

Responsibilities

• Manage the end-to-end activation process for restaurant merchants after the sales agreement is signed.
• Review and validate merchant menus, pricing, and items against program requirements.
• Upload and update menu items and photos in internal tools and restaurant POS systems.
• Work with restaurant POS platforms such as Toast, Square, Clover, Otter, and UrbanPiper.
• Conduct merchant onboarding calls and explain activation steps, timelines, and requirements.
• Coordinate photoshoots, including scheduling, rescheduling, quality issues, and vendor follow-up.
• Troubleshoot POS, menu, photo, and activation issues and escalate technical problems when needed.
• Maintain accurate merchant information, status updates, outreach activity, and notes in trackers and spreadsheets.
• Follow up consistently with merchants who are unresponsive and document escalations or potential churn.
• Perform quality checks after merchants go live to confirm menus, pricing, photos, and $12 Meal Box visibility are correct.
• Communicate activation updates, issues, and successes to cross-functional teams through Slack.
• Manage multiple merchants simultaneously across different stages of the activation process.

Qualifications

• Experience in the restaurant, food & beverage, retail, or hospitality industry preferred.
• Hands-on experience with restaurant/retail POS systems, such as Toast, Square, Clover, Otter, UrbanPiper, or similar.
• Experience in merchant onboarding, customer onboarding, activation, implementation, POS support, or SaaS support.
• Strong phone, email, and customer communication skills.
• Strong attention to detail and accurate data entry/tracker management.
• Comfortable working with spreadsheets, Slack, ticketing systems, and internal tools.
• Ability to troubleshoot basic technical issues and escalate complex issues appropriately.
• Strong follow-up skills and ability to work with non-responsive customers.
• Ability to manage a high-volume pipeline and multiple priorities.
• Bachelor's degree preferred/required.