Job Description

• Onboard New Merchants: Support the onboarding of new merchants across various channels, including point of sale (POS), e-commerce, and payment systems. Ensure merchants are set up for success and go live smoothly.
• Configure Products & Integrations: Set up and configure products, inventory, and integrations within the Shopwave platform. Work closely with merchants to ensure that their systems are properly aligned and optimized for operations.
• Troubleshoot Issues: Assist in troubleshooting and resolving issues that arise across systems—whether within Shopwave, our partner integrations, or through API connections. You’ll act as the first line of support for technical issues and work with the team to resolve them quickly.
• Document Processes & Improve Playbooks: Maintain clear documentation of setup processes and merchant onboarding steps. Help improve and refine the onboarding playbooks to make the process as efficient and streamlined as possible for future merchants.
• Work Directly with Merchants: Engage with merchants throughout their onboarding journey, ensuring they feel supported, confident, and ready to trade. Help them navigate the platform, resolve any roadblocks, and ensure they’re fully operational.

• Detail-Oriented: You have a keen eye for detail and are able to catch the small things that make a big difference. You understand that thoroughness is key in ensuring merchants are set up correctly.
• Logical Thinker: You’re able to think through problems methodically, break down complex issues, and use logical reasoning to troubleshoot and find solutions quickly.
• Comfortable with Systems & Data: You’re comfortable working with various systems and platforms, from POS to e-commerce and payment systems. You understand data flows and how to integrate different systems to work together seamlessly.
• Strong Communication Skills: Whether speaking with technical or non-technical users, you’re able to communicate clearly and effectively. You can explain technical concepts in simple terms and ensure merchants understand how to use the platform.

• Direct Exposure to Real Merchant Deployments: Gain hands-on experience by working directly with live merchant accounts. You’ll learn firsthand what it takes to implement and support successful merchant solutions.
• Deep Understanding of Retail Systems: Develop a comprehensive understanding of how retail systems (POS, payments, inventory) actually work behind the scenes. You’ll get to explore the complexities of real-world business operations.
• Mentorship from CEO & CTO: Receive mentorship and guidance from the CEO and CTO, learning from their experience in scaling the business and deploying innovative tech solutions.
• Clear Path to Full-Time Role: This graduate role comes with significant growth potential, with a clear path to transition into a full-time position in operations, implementation, or product management, depending on your strengths and interests.

• Education: A degree in Business, Operations, Computer Science, Engineering, or a related field.
• Previous Experience (desirable but not essential): Experience in operations, technical support, or implementation, particularly in a SaaS or retail technology environment, is a plus.
• Tech-Savvy: Comfort with using technical systems, APIs, and integrations. Basic familiarity with data management and workflow optimization tools will be beneficial.
• Problem-Solving Attitude: You’re proactive and have a natural ability to think on your feet and solve issues. You know how to identify root causes and fix problems quickly.
• Excellent Organizational Skills: You can manage multiple tasks and ensure that nothing falls through the cracks. You’re methodical and can prioritize to keep things moving smoothly.
• Customer-Focused: A passion for delivering outstanding service to customers. You understand the importance of creating a positive experience for merchants and are dedicated to helping them succeed.