Remote Merchant Operations Lead — AI-Driven Problem Solver

Thanx; Massachusetts; Remote; USD 30,000 - 34,000; Full time

Job summary

Thanx is seeking a technically adept professional to own complex troubleshooting across merchant setups, integrations, and payments. You will analyze data, diagnose issues, and communicate findings clearly to both merchants and internal teams.

You will work with AI-assisted tools, build automations, and thrive in a fast-moving environment where ownership and accountability are valued. Equity and ownership mentality across the team are core to the culture.

Qualifications

• Experience in a technical support, operations, implementation, or similar role diagnosing problems across multiple systems.
• Track record of finding root causes, not just closing tickets.
• Comfort with data; SQL is a big plus.
• Experience using AI tools such as Claude or ChatGPT to speed up analysis, troubleshooting, or workflows.
• Clear written communication with both technical and non-technical audiences.
• Habit of automating repetitive work when you see it.
• Experience with restaurant technology, POS systems, payments, or APIs is a plus.

Responsibilities

• Configure merchant setups: loyalty, rewards, app, and online ordering for new and existing merchants with high accuracy and speed.
• Connect partner integrations to POS, ordering, and delivery partners; manage credentials with partner teams.
• Investigate and resolve issues by gathering evidence and reporting bugs.
• Monitor location health and catch issues before merchants notice.
• Manage card network enrollment with Visa, Mastercard, and Amex; troubleshoot payments flow.
• Build and improve automations: monitors, lookups, workflows used by the team.
• Communicate updates clearly to merchants and teammates, enabling immediate action.

Skills

Technical support

Data analysis

SQL

AI tools

Tools

POS systems

APIs

Payments

Job description

Thanx is seeking a technically adept professional to own complex troubleshooting across merchant setups, integrations, and payments. You will analyze data, diagnose issues, and communicate findings clearly to both merchants and internal teams.

You will work with AI-assisted tools, build automations, and thrive in a fast-moving environment where ownership and accountability are valued. Equity and ownership mentality across the team are core to the culture.