Merchant Onboarding Lead

Eigen Development; Toronto; On-site; CAD 52,000 - 76,000; Full time

Job summary

Shift4 is hiring a Pre-Launch Specialist to manage merchant onboarding from contract through installation, ensuring a seamless experience. You will configure POS setups, train merchants, and coordinate online ordering and integrations while maintaining white-glove service and strong client relationships.

You will lead cross-functional efforts, document configurations, and escalate issues as needed, contributing to project success and knowledge sharing across the Pre-Launch team.

Qualifications

• High school diploma or equivalent required.
• Strong proficiency in Excel, Microsoft Suite, and Google Suite; experience with Monday.com is a plus.
• Excellent listening, written, and verbal communication skills.
• Strong attention to detail with ability to self-manage and use critical thinking.
• Proven problem-solving and conflict-resolution skills, with the ability to de-escalate situations quickly.
• Friendly, enthusiastic, and professional demeanor.
• Ability to lead and contribute in a fast-paced, team environment.
• Bilingual (English/Spanish) is a plus, but not required.

Responsibilities

• Serve as SME and knowledge content contributor for the Pre-Launch team.
• Act as team lead and escalation point for internal teams.
• Build rapport with merchants, gather detailed information, and align POS configurations and reporting with merchant needs.
• Independently manage full lifecycle of merchant onboarding, including data gathering, configuration, and installation coordination.
• Program merchant menus, configure online ordering, and ensure marketplace integrations and equipment orders are correct.
• Train merchants on the use of Shift4 products and services.
• Provide white-glove service, ensuring exceptional merchant satisfaction.
• Maintain consistent communication across channels (email, phone, chat, ticketing).
• Research and problem-solve to assess feasibility of requested features and develop creative solutions.
• Document client interactions and configurations using Excel, Microsoft Suite, Google Suite, and Monday.com.
• Acquire and maintain knowledge of the merchant processing industry and Shift4’s products and services.
• Participate in special projects as assigned by leadership.

Skills

Customer service

Excel

Microsoft Suite

Google Suite

Monday.com

Communication skills

Problem solving

Team collaboration

Bilingual English/Spanish

Education

High school diploma or equivalent

Tools

Monday.com

Job description

Shift4 is hiring a Pre-Launch Specialist to manage merchant onboarding from contract through installation, ensuring a seamless experience. You will configure POS setups, train merchants, and coordinate online ordering and integrations while maintaining white-glove service and strong client relationships.

You will lead cross-functional efforts, document configurations, and escalate issues as needed, contributing to project success and knowledge sharing across the Pre-Launch team.