Job Description

About the Role


As a Merchant Onboarding Specialist on the Catering team, you will be the first point of contact for merchants after they have been sold into the catering program. You will guide new merchant partners through the full onboarding journey - from account setup to their first successful catering order - ensuring a seamless experience that sets them up for long-term success on the platform.

What You'll Do

• Own the end-to-end onboarding process for newly signed catering merchants, serving as their primary point of contact from handoff by the sales team through go-live
• Conduct onboarding calls and walkthroughs to educate merchants on the catering platform, tools, and best practices
• Guide merchants through menu setup, operational configuration (order lead times, catering minimums, packaging requirements), and tablet/POS integration
• Coordinate with internal teams including Sales, Account Management, Operations, and Tech Support to resolve blockers and ensure smooth launches
• Track onboarding milestones and maintain accurate records in CRM tools such as Salesforce
• Identify common friction points in the onboarding process and surface feedback to improve the program
• Support merchants through their first orders, providing real-time coaching and issue resolution
• Meet targets related to time-to-activation and merchant satisfaction scores

What We're Looking For

• 2+ years of experience in merchant onboarding, customer success, account management, or a similar client-facing role
• Strong communication skills with the ability to explain complex processes clearly and build trust quickly over phone, email, and video
• Highly organized with the ability to manage a large portfolio of onboarding merchants simultaneously
• Experience working cross-functionally and escalating issues effectively
• Comfort using tools such as Salesforce, Google Workspace, and internal operations platforms
• Background in restaurant, food service, or B2B marketplace platforms is a plus
• Self-starter mentality with a passion for helping small and mid-size businesses succeed

Nice to Have

• Familiarity with catering operations or large-order food programs
• Experience with merchant onboarding tools, menu management systems, or merchant portals
• Prior experience at a marketplace, SaaS, or food tech company

Job Tags

For contractors, Remote work

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