Merchant Onboarding Specialist

Kelly Services; San Francisco (CA); On-site; USD 44,000 - 61,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

Retirement savings plan

Paid holidays

Transit benefits

Job summary

Kelly Services is seeking a Merchant Onboarding Specialist in San Francisco to guide new restaurants and food-service businesses through setup and first orders on our catering platform. You will be the primary contact post-sign-up and coordinate with Sales, Account Management, Operations, and Support.

The role focuses on onboarding calls, platform configuration, and ensuring merchants are ready for order activity, with emphasis on activation timelines and satisfaction.

Qualifications

• 2+ years in merchant onboarding or similar customer-facing role
• Strong communication and ability to explain processes clearly
• Experience working with multiple internal teams and CRM tools

Responsibilities

• Own onboarding from sales handoff through launch.
• Lead onboarding calls and explain the platform and best practices.
• Help merchants set up menus and operating details (lead times, minimums, packaging, tablet/POS integrations).
• Coordinate with Sales, Account Management, Operations, and Technical Support to resolve issues.
• Track onboarding milestones and update CRM records (e.g., Salesforce).
• Support merchants during first orders with real-time guidance.
• Identify onboarding challenges and share feedback for process improvements.
• Meet activation timeline and merchant-satisfaction goals.

Skills

Merchant onboarding

Customer success

Communication skills

CRM & Salesforce

Cross-team collaboration

Multitasking

Onboarding calls

Menu setup

Tools

Salesforce

Google Workspace

Operations platforms

Job description

Merchant Onboarding Specialist - 39431

Contract type: W2 under Staffing Company

Location: San Francisco, CA

Contract duration: Until Dec 31 st .

Pay Rate: $38.10/hour

Visa Sponsorship: Not applicable

About the role

We are looking for a Merchant Onboarding Specialist to support restaurants and food-service businesses joining a catering program.

You will be the main point of contact for new merchants after they sign up. You will guide them through setup, help them prepare for their first catering order, and make sure they are ready to use the platform successfully.

What you will do

• Manage the full onboarding process for new catering merchants, from sales handoff through launch.
• Lead onboarding calls and explain the platform, tools, and best practices.
• Help merchants set up menus and configure operating details, including:
• Order lead times
• Catering minimums
• Packaging requirements
• Tablet and point-of-sale integrations
• Work with Sales, Account Management, Operations, and Technical Support to resolve issues.
• Track onboarding milestones and keep records up to date in CRM systems such as Salesforce.
• Support merchants during their first orders and provide real-time guidance when needed.
• Identify common onboarding challenges and share feedback to improve the process.
• Meet goals related to activation timelines and merchant satisfaction.

What we are looking for

• At least 2 years of experience in merchant onboarding, customer success, account management, or a similar customer-facing role.
• Strong communication skills and the ability to explain processes clearly.
• Ability to build trust with customers by phone, email, and video.
• Excellent organization skills and the ability to manage multiple merchant onboardings at the same time.
• Experience working with multiple internal teams and escalating issues appropriately.
• Comfort using tools such as Salesforce, Google Workspace, and operations platforms.
• A self-directed approach and a strong interest in helping small and midsize businesses succeed.

Preferred qualifications

• Experience with restaurant, catering, or food-service operations.
• Experience supporting large-order food programs.
• Experience with marketplace, software-as-a-service, or food-technology companies.
• Familiarity with merchant-facing tools or restaurant technology platforms.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here (https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits) for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Find what's next with Kelly.

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice (https://www.kellyservices.com/hubfs/myKelly/Resources/Employment_Policies/Recruitment-Artificial-Intelligence-Notice.pdf?hsLang=en) .

Kelly Services is proud to be an Equal Employment Opportunity and Aff…