Thanx

Location We are open to candidates located in United States with a proven record of working remotely. Who Are We? Thanx is a leading loyalty and guest engagement platform for restaurants. Thanx helps regional and national restaurant brands grow customer lifetime value with easy-to-use lifecycle marketing automations and innovative customer loyalty tools focused on access, status, and personalization over rote discounts. Thanx's proprietary credit card tokenization technology dramatically increases the volume and accuracy of purchase data which sits at the core of our CRM suite of tools and our app and web-based ordering experiences deliver industry-leading conversion and repeat purchasing. We were named to Nation's Restaurant News "2020 Power List" as one of the 50 most influential innovators in food-service. Thanx has gained the investment of prominent venture and growth equity luminaries, having raised more than $30M from elite investors such as M33 Growth, Ribbit Capital, and Sequoia Capital. Core to our success is a culture that has attracted some of the best talent from across the country; we are proud of incredibly strong employee tenure, track record of internal promotions, and impressive alumni network. We credit our cultural "core behaviors" with these accomplishments: Think Boldly, Execute Reliably, Focus on What Matters, Say "Thanx" Genuinely, Encourage Diverse Perspectives, and Lead, Virtually. Who Are You? You are detail-oriented, technically curious, and energized by building better ways to get things done. You'll ensure accurate and efficient merchant configurations, integrations, and issue resolution. This role is critical in supporting new and existing merchants by managing technical setup, investigating operational issues, and working cross-functionally to enhance the merchant experience. You're comfortable using AI tools to accelerate your work, and you're excited about the opportunity to shape and improve the processes you operate, not just follow them. What You'll Do - New Location Onboarding & Expansions — Configure new merchant locations across loyalty, credit card, and POS integrations, ensuring seamless onboarding and system integration. Location expansions for existing merchants are a significant part of the workload. - Merchant Program Configuration — Set up and configure merchant programs to align with their business needs within the Thanx platform. - Credit Card Network Onboarding — Facilitate the onboarding process for credit card-linked loyalty programs (Visa, Mastercard, Amex), ensuring proper setup and compliance. - Integration Configuration — Configure and maintain integrations with POS systems (Toast, Square, and others) and third-party platforms for new and existing merchants. - Issue Investigation & Resolution — Diagnose and resolve technical and operational issues across all merchants, collaborating with internal teams and external partners. This is a core part of the role and requires strong analytical thinking. - Process Improvement & Automation — Identify opportunities to enhance operational efficiency, build new processes, and document best practices. We actively use AI tools (Claude Code) and scripted automations to reduce manual work, and you'll be expected to contribute to that culture. What We're Looking For - 1-3 years of experience in operations, technical support, or a similar role, preferably in SaaS or the restaurant/retail industry - Strong problem-solving skills with the ability to diagnose and resolve technical issues - Ability to work in a fast-paced environment and manage multiple tasks with attention to detail - Excellent communication skills, both written and verbal, with the ability to translate technical issues into understandable terms - Comfort using AI tools (ChatGPT, Claude, Copilot, or similar) to work more efficiently - Experience driving process improvements, not just executing existing playbooks - Proficiency in tools such as JIRA, Front, Zendesk, Google Sheets, Notion, Salesforce, or similar platforms is a plus Ready to change your life? Apply now! Merchant Support Specialist $20—$22 USD

• Configure new merchant locations across loyalty, credit card, and POS integrations • Set up and configure merchant programs to align with their business needs within the Thanx platform • Facilitate the onboarding process for credit card-linked loyalty programs (Visa, Mastercard, Amex) • Configure and maintain integrations with POS systems (Toast, Square, and others) and third-party platforms for new and existing merchants • Diagnose and resolve technical and operational issues across all merchants, collaborating with internal teams and external partners • Identify opportunities to enhance operational efficiency, build new processes, and document best practices.

• Manage accounts payable processes, including invoice review, coding, and vendor coordination • Support accounts receivable, including billing, payment tracking, and resolving discrepancies • Assist with collections efforts and partner with internal teams on outstanding balances • Maintain accurate financial records and ensure proper documentation • Partner with Finance and GTM teams to support billing and revenue workflows tied to Salesforce • Ensure accuracy and completeness of customer, contract, and billing data across systems • Assist in reconciling data between Salesforce and accounting systems to support revenue reporting • Help improve processes and data integrity across revenue and finance systems • Prepare journal entries and perform account reconciliations • Support and gradually take ownership of portions of the monthly close process • Assist in preparing financial reports and internal reporting packages • Help ensure accuracy and completeness of financial data • Assist in preparing schedules and documentation for tax filings • Support external audits by organizing records and responding to auditor requests • Help maintain compliance with accounting policies and internal controls • Maintain accuracy of accounting systems and financial data • Identify opportunities to automate workflows and reduce manual processes using tools and AI • Support implementation of process improvements across accounting and revenue operations • Document accounting workflows and ensure processes are consistently followed

• Architect and Develop Robust Software Solutions: Build well crafted, scalable, maintainable, and resilient software across the entire stack. • Enhance Software Stability and Resilience: Diagnose and address bugs while tackling root causes to bolster the stability and resilience of our software, ensuring a seamless user experience. Participate in on-call rotation with all other engineers. • Collaborate and Share Expertise: Engage proactively in pull requests and spike documents, actively sharing insights and expertise to foster a collaborative team environment and drive continuous improvement. • Tech Debt Management: Collaborate with the team to systematically identify and mitigate technical debt, ensuring a sustainable and optimized software development process over time. • Learn and Grow: Stay updated on emerging technologies, tools, and best practices in software development. Actively participate in team learning sessions, workshops, and training opportunities to enhance technical skills and knowledge.

• Architect and Develop Robust Software Solutions: Build well crafted, scalable, maintainable, and resilient software across the entire stack • Enhance Software Stability and Resilience: Diagnose and address bugs while tackling root causes to bolster the stability and resilience of our software, ensuring a seamless user experience. Participate in on-call rotation with all other engineers. • Collaborate and Share Expertise: Engage proactively in pull requests and spike documents, actively sharing insights and expertise to foster a collaborative team environment and drive continuous improvement. • Tech Debt Management: Collaborate with the team to systematically identify and mitigate technical debt, ensuring a sustainable and optimized software development process over time. • Learn and Grow: Stay updated on emerging technologies, tools, and best practices in software development. Actively participate in team learning sessions, workshops, and training opportunities to enhance technical skills and knowledge.

• Execute onboarding programs for employees in the US and Canada • Coordinate employee engagement initiatives, surveys, and recognition programs • Support performance management cycles by coordinating timelines, documentation, and communications • Maintain employee lifecycle processes, including onboarding, role changes, and offboarding • Administer HR policies and ensure adherence to US federal/state and Canadian provincial employment standards • Maintain employee records, documentation, and compliance requirements across both countries • Coordinate with legal and payroll providers on employment agreements, policy updates, and terminations • Maintain and update employee handbooks and internal policy documentation • Administer employee benefits programs in both the US and Canada • Manage employee leave programs (FMLA, provincial leave standards, etc.) • Coordinate payroll processes with Finance and external payroll providers • Maintain HRIS accuracy, employee data integrity, and reporting • Ensure internal People systems and documentation remain up to date • Support recruiting coordination, including interview scheduling, candidate communication, and offer preparation • Maintain job descriptions, leveling documentation, and organizational records • Coordinate hiring and onboarding logistics with hiring managers and recruiters • Serve as a first point of contact for employee questions related to policies, benefits, and People processes • Assist managers with documentation related to performance improvement plans, employee changes, and employee relations matters • Ensure managers follow established People policies and procedures

• Manage your book of business to ensure adoption and strong customer health in line with company gross-and-net retention revenue goals • Develop success plans to ensure customer’s goals are achieved through their use of Thanx • You’ll build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executive sponsors across your customers’ organizations • You’re adept with customer data and can analyze your findings to make recommendations to customers to drive ROI on Thanx • Become an expert on the Thanx platform to provide technical and business solutions, continuously optimizing and improving customers adoption and performance • Work seamlessly with various teams, specifically Sales, Onboarding, Product and Engineering to deliver quality outcomes to customers

• Support the successful implementation, training and launch of all merchants with Thanx • Manage all merchant deliverables during implementation, with a focus on thorough and timely follow up. • Manage integrated Thanx ordering experience and the relationship with ordering, POS, and agency partners during the implementation process • Develop and lead C-suite presentations to set expectations, outline the onboarding and implementation process, provide program recommendations, share best practices and strategize on future promotional planning • Build and maintain strong client relationships as an expert advisor and trusted advocate • Coordinate smooth account transitions with Customer Success Managers to ensure knowledge transfer and seamless merchant experience • Train merchant teams to promote the program and use our underlying platform to increase customer engagement • Proactively find ways to enhance and improve the onboarding process and Customer Success function • Possess the ability to flex from onboarding support to supporting launched customers in their marketing journey, depending on the needs of the business

• Foster a culture of high performance and accountability • Build trusted relationships through feedback and mentorship • Oversee successful execution of priorities • Conduct regular 1:1s and support career growth • Lead the hiring and onboarding process

• Architect and Develop Robust Software Solutions: Build well crafted, scalable, maintainable, and resilient software across the entire stack • Enhance Software Stability and Resilience: Diagnose and address bugs while tackling root causes to bolster the stability and resilience of our software, ensuring a seamless user experience. Participate in on-call rotation with all other engineers. • Collaborate and Share Expertise: Engage proactively in pull requests and spike documents, actively sharing insights and expertise to foster a collaborative team environment and drive continuous improvement. • Tech Debt Management: Collaborate with the team to systematically identify and mitigate technical debt, ensuring a sustainable and optimized software development process over time. • Learn and Grow: Stay updated on emerging technologies, tools, and best practices in software development. Actively participate in team learning sessions, workshops, and training opportunities to enhance technical skills and knowledge.