Merchant Onboarding Specialist (1-year contract)

What you’ll Do:

• Proactive Merchant Activation: Conduct outbound calls to new merchants who have purchased POS features to guide them through the initial onboarding and setup process.
• Drive Speed-to-Live: Ensure merchants complete their first transaction and start using the system as quickly as possible to maximize their business potential.
• Product Coaching & Education: Act as a consultant by teaching merchants how to use POS features effectively, tailored to their specific business needs (e.g., menu setup, inventory, or payments).
• Issue Resolution: Identify and remove blockers that prevent merchants from going active. Coordinate with technical or product teams to solve merchant problems promptly.
• Performance Tracking: Rigorously track and report on merchant onboarding status, activation rates, and feedback to ensure we meet our "Active Merchant" targets.
• Process Improvement: Identify common pain points in the merchant journey and suggest improvements to the onboarding workflow to enhance overall execution excellence.


What you’ll Need: 

• Mastery of Communication: Exceptional verbal communication skills with the ability to simplify technical instructions for merchants.
• Execution Excellence: A "get things done" mindset. You are organized, disciplined, and relentless about following up with merchants to ensure they hit their activation milestones.
• Problem-Solving Skills: Proven ability to break down merchant issues and find quick, effective solutions to get them back on track.
• Tech-Savvy: Ability to learn new software, POS systems, and internal tools (CRM/Google Sheets) quickly.
• Resilience & Discipline: Comfortable with high-volume outbound calling and working in a fast-paced environment to meet daily and weekly activation goals.
• Experience in Customer Success, Telesales, or the SaaS and F&B industry is a plus.