Strategy & Operations / Merchant Onboarding Specialist
Title: Strategy & Operations / Merchant Onboarding Specialist Location: Remote Duration: 6 Months About the Role As a Merchant Onboarding Specialist on the Client Catering team, you will be the first point of contact for merchants after they've been sold into the catering program. You'll 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 sales handoff through go-live Conduct onboarding calls and walkthroughs to educate merchants on the Client 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 provide feedback to improve the overall program Support merchants through their first orders by 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 through phone, email, and video interactions Highly organized with the ability to manage a large portfolio of onboarding merchants simultaneously Experience working cross-functionally and escalating issues effectively Comfortable using Salesforce, Google Workspace, and internal operational platforms Background in restaurant, food service, or B2B marketplace platforms is a plus Self-starter mindset with a passion for helping small and mid-sized businesses succeed Nice to Have Familiarity with catering operations or large-order food programs Experience using Client merchant tools such as Merchant Portal or Menu Hub Prior experience at a marketplace, SaaS, or food tech company Why Catering The Catering program connects businesses with high-quality restaurant partners for large-format meals. You'll join a fast-growing team at the intersection of enterprise sales and local commerce, making a direct impact on merchant partners and the customers they serve.