Job Title: Operations Clerk II / Merchant Support Specialist
Duration: 3 months (Contract)
Location: Remote
Schedule: 7 am - 5 pm PST (Flexibility required as shift times may evolve)

Overview

Join our team supporting a leading Online Ordering platform designed for hospitality businesses, offering robust solutions in online ordering, reporting & analytics, and marketing tools. Our platform is engineered to power restaurant operations, from dinner rushes to brunch reservations, and our support team ensures seamless experiences for our clients.

As an Operations Clerk II / Merchant Support Specialist, you will be the first line of defense for merchant, customer, partner, and internal post-sales escalations. You will serve as a strategic problem solver and subject matter expert in Online Ordering, supporting our clients primarily via Zendesk, with occasional phone/video support.

Key Responsibilities

• Provide Tier 1 merchant troubleshooting (menu settings, UI configurations, reporting reconciliation)
• Investigate and resolve complex technical troubleshooting cases
• Diagnose and remediate system failure points
• Address merchant issues with empathy and urgency
• Collaborate with Tier 1 & Tier 2 teams for seamless support
• Develop deep expertise in product suite, systems, and tools
• Close the loop on escalations and ensure full resolution
• Work independently while collaborating cross-functionally

Required Qualifications

• 2+ years of experience in technology, hospitality, or customer support (or Bachelor’s degree/equivalent experience)
• Strong communication skills (written & verbal)
• Strong troubleshooting and organizational skills
• Experience with de-escalation and call management
• Ability to work in a fast-paced, changing environment
• Ability to work methodically through problems step-by-step
• High emotional intelligence
• Reliable, trustworthy, independent worker
• Schedule flexibility within 7 AM–5 PM PST

Preferred Qualifications

• Familiarity with Toast, Square, or other POS systems
• Experience with Google Suite, Slack, Jira, Confluence, Salesforce
• Experience working with Zendesk ticketing systems
• Bias for action/startup mentality
• Experience building scalable merchant/customer experiences

Compensation

• Starting pay: $20.68/hr

About Leoforce

Leoforce is the innovative company behind Ira, the AI-powered recruiting technology that revolutionizes talent discovery and engagement. We are passionate about empowering recruiters and job seekers with responsible AI that delivers unbiased, data-driven results. Our culture values respect, integrity, diversity, creativity, and high performance, offering opportunities for career growth and the freedom to innovate.

Equal Opportunity & Notices

Leoforce is committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. For information on benefits, equal opportunity employment, and location-specific applicant notices, please click here.