Merchant Operations Specialist (AI)

Location: Remote for candidates in Canada or the listed US states: Connecticut, Delaware, Florida, Georgia, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Vermont, and Virginia; excluding the New York City, Boston, Philadelphia, and Washington DC metro areas.

Salary: US $22.00–$25.00 USD per hour; Canada $25.00–$29.00 CAD per hour.

Company

hirify.global provides a loyalty and guest engagement platform for regional and national restaurants, combining loyalty, digital ordering, and marketing automation.

What you will do

• Configure loyalty programs, rewards, mobile apps, and online ordering for new and existing merchants.
• Connect merchants to POS, ordering, delivery, and other partner integrations, including credential management.
• Investigate escalations, identify root causes, resolve issues, and provide evidence-based bug reports to Engineering.
• Monitor location health, integrations, and card transactions to identify failures before merchants report them.
• Enroll locations with Visa, Mastercard, and Amex and troubleshoot transaction-flow issues.
• Build monitors, lookups, workflows, and other automations for repetitive operational work; communicate actionable updates to merchants and teammates.

Requirements

• Experience in technical support, operations, implementation, or a similar role diagnosing problems across multiple systems.
• A track record of finding root causes rather than only closing tickets.
• Comfort working with data; SQL is a plus, and training will be provided where needed for candidates with aptitude.
• Experience using AI tools such as Claude or ChatGPT for analysis, troubleshooting, or workflow improvement.
• Clear written communication with technical and non-technical audiences.
• A habit of automating repetitive work.
• Comfort working in a lean, fast-moving environment with shifting priorities.
• Availability for evenings and weekends when operational needs require it.

Nice to have

• Experience with restaurant technology, POS systems, payments, or APIs.

Culture & Benefits

• Remote work within the specified Canada and US locations.
• AI-assisted tools are used for investigation and application review, with human validation of decisions and data.
• Everyone receives equity and is expected to operate with ownership.
• Cross-functional work with Support, Customer Success, Implementation, Product, and Engineering.
• Structured internal leveling and location-based compensation; final leveling and compensation depend on experience, scope, and work location.