Remote Merchant Ops Specialist — AI‑Driven Troubleshooter

Thanx; Milton (MA); Remote; USD 30,000 - 34,000; Full time

Job summary

Thanx is a leading loyalty and guest engagement platform for regional and national restaurants. The Merchant Operations team ensures partners' loyalty programs, mobile apps, online ordering, and POS integrations work smoothly, from launch to ongoing health checks.

In this role you will configure merchant setups, link integrations, investigate issues with data-backed reasoning, monitor location health, enroll card networks, and build automations.

Qualifications

• Experience in technical support, operations, or similar role diagnosing problems across multiple systems.
• Ability to find root causes, not just close tickets.
• Comfort with data; SQL is a big plus and will be taught if needed.
• Clear written communication for technical and non-technical audiences.
• Willingness to automate repetitive work when possible.

Responsibilities

• Configure merchant setups: loyalty, rewards, app, and online ordering for new and existing merchants.
• Connect partner integrations: POS, ordering, delivery, handle credentials.
• Investigate and resolve issues: diagnose and report with evidence for engineering.
• Monitor location health: catch quiet locations and broken integrations before merchants see it.
• Manage card network enrollment: enroll with Visa, Mastercard, Amex and troubleshoot flows.
• Build and improve automations: create monitors and workflows for the team.
• Communicate clearly: write actionable updates for merchants and teammates.

Skills

Technical troubleshooting

Data analysis

SQL

Communication

AI tooling

Tools

SQL databases

AI tools (Claude, ChatGPT)

Job description

Thanx is a leading loyalty and guest engagement platform for regional and national restaurants. The Merchant Operations team ensures partners' loyalty programs, mobile apps, online ordering, and POS integrations work smoothly, from launch to ongoing health checks.

In this role you will configure merchant setups, link integrations, investigate issues with data-backed reasoning, monitor location health, enroll card networks, and build automations.