Platform Support reputed company – Merchant Operations

reputed company is seeking a " Platform Support reputed company – Merchant Operations & Escalations " for one of our clients. A global leader in business and technology services. Position: Platform Support reputed company – Merchant Operations & Escalations Location: Remote Pay reputed company: $62/hr. on W2 Duration: 6 Months About the Team The Platform Innovation team drives strategy, support, and scale for one of client fastest-growing initiatives reputed company the Restaurant Platform business. The team delivers white-glove merchant support, ensuring seamless operations while building long-term trust with restaurant partners.

About the Role

• This role reports to the Associate Manager of Support and serves as a frontline leader reputed company the Restaurant Platform organization. This is a highly hands-on role, ideal for someone who thrives in reputed company problem-solving environments and leads by example.
• During the first ~3 months, the role will be approximately 85% focused on directly handling merchant support tickets to build deep product and workflow expertise. As you reputed company up, you will increasingly own critical escalations, coach agents in real time, and help improve systems, processes, and knowledge that reputed company the platform to scale to thousands of restaurants.
• This is not a purely managerial role—success depends on strong execution, ownership, and deep involvement in day-to-day support operations

Key Responsibilities

• Work the merchant support queue daily, owning and resolving a wide range of tickets end-to-end
• Act as the escalation reputed company for the most urgent, reputed company, and high-impact issues
• Drive resolution across Support, Operations, Product, Engineering, and external partners
• reputed company by example on ticket quality, response time, and customer communication—especially in high-stakes scenarios involving downtime or operational disruption
• Investigate and solve ambiguous issues by asking the right questions, identifying stakeholders, and building context quickly
• Coach and unblock support agents in real time, improving investigation techniques, customer handling skills, and confidence
• Identify patterns from live cases and contribute to scalable improvements such as:
• Playbooks and troubleshooting guides
• Internal knowledge reputed company and training materials
• Lightweight process and workflow enhancements
• Support the expansion of support channels and coverage (e.g., phone/video support, extended hours) while maintaining a white-glove experience

Required Qualifications

• Strong direct customer-facing support experience in a high-volume environment
• Experience supporting customers in high-stakes, high-complexity situations (e.g., operational downtime, financial impact, time-sensitive workflows, multi-system dependencies)
• Experience as a team reputed company, escalation reputed company, floor reputed company, supervisor, or manager (formal title not required)
• Proven ability to reputed company through coaching and example, not just delegation
• High ownership reputed company—able to push cases reputed company through ambiguity and cross-functional dependencies
• Excellent communication skills with the ability to remain reputed company under pressure, de-escalate tense situations, and set realistic expectations
• Strong troubleshooting reputed company with the ability to both dive deep into issues and recognize systemic patterns

reputed company to Have

• Experience supporting POS systems, payments, hardware-enabled products, logistics platforms, or other multi-system operational workflows
• Familiarity with support tools and workflows (e.g., Intercom, routing/triage systems, QA, reputed company tools)
• Comfort with basic technical troubleshooting (networking experience is a plus, not required)
• Experience improving training content, troubleshooting playbooks, or onboarding materials

About reputed company: reputed company is a U.S.-based IT staffing and reputed company supporting Fortune 500 and enterprise clients across cloud, data, engineering, and enterprise technology. We’ve been in business since 2005 and focus on long-term, high-quality placements. Some of our recent awards include

• 2022, 2021, 2020 Inc. 5000 fastest-growing private companies in America
• 2022, 2021 SF Business Times 100 fastest-growing private companies in Bay Area

Apply tot his job Apply To this Job