Merchant Operations Analyst

As a Merchant Operations Analyst at Thanx, your key responsibilities include setting up and configuring merchant programs, onboarding new merchant locations, facilitating the initial credit card onboarding process, and maintaining integrations with POS systems. You will also be responsible for diagnosing technical and operational issues, ensuring that our merchants have a seamless experience with our platform.

To be considered for the Merchant Operations Analyst position at Thanx, you should have 1-3 years of experience in operations, technical support, or a similar role, ideally in the SaaS, fintech, or restaurant/retail sectors. Strong problem-solving skills, attention to detail, and excellent communication abilities are crucial for success in this role.

Thanx offers a comprehensive onboarding experience for new merchants, which includes configuring merchant programs based on their specific business needs, setting up systems for new locations, and facilitating initial credit card onboarding. The Merchant Operations Analyst plays a vital role in ensuring smooth onboarding, addressing any issues, and ensuring compliance.

In your role as a Merchant Operations Analyst at Thanx, you'll have the opportunity to work with various tools including JIRA and other ticketing systems. Familiarity with payment processing, POS systems, and software integrations will be beneficial as you configure and maintain these technologies for our merchant partners.

The culture at Thanx is centered on innovation, collaboration, and genuine appreciation. We believe in our cultural core behaviors: Think Boldly, Execute Reliably, Focus on What Matters, Say 'Thanx' Genuinely, Encourage Diverse Perspectives, and Lead Virtually. Our strong emphasis on employee development and internal promotions creates a supportive work environment for all team members.

When prioritizing tasks as a Merchant Operations Analyst, it's important to assess the urgency and impact of each request. I would quickly communicate with the merchants to understand their needs, triage the issues based on severity, and ensure that any critical problems are addressed first while maintaining transparency about timelines.

In a previous role, I faced a situation where a merchant had difficulty integrating their POS system with our platform. I took the initiative to diagnose the issue by asking targeted questions and performing tests to replicate the problem. After identifying the root cause, I was able to provide a detailed resolution plan and worked closely with the merchant to implement the solution effectively.

I believe that clear documentation is key to operational efficiency. I would take a systematic approach by capturing each step of the process as I complete tasks, using clear language and visuals where necessary. Once documented, I ensure that they are accessible to my team and periodically review them for updates to keep them aligned with our evolving practices.

I actively welcome feedback from merchants and view it as an opportunity for growth. When receiving feedback, I listen intently, clarify any uncertainties, and document their suggestions. If necessary, I collaborate with the internal teams to address concerns and communicate any updates or changes made as a result of their feedback, thereby ensuring they feel valued.

I have experience working closely with payment processing systems and various POS platforms in my previous roles. This involved not only understanding how to operate these systems but also troubleshooting integration issues and facilitating smooth transactions for merchants, which is essential for enhancing the merchant experience at Thanx.

To determine the configuration needs of a new merchant, I would conduct an in-depth consultation with them to understand their business model and goals. I’d ask relevant questions to uncover any unique requirements and ensure that the setup aligns with their loyalty and engagement strategies, tailoring the solution to meet their specific objectives.

Effective communication is about translating technical jargon into understandable terms. I ensure that I tailor my messaging based on my audience—using straightforward language when speaking to merchants, while being more technical with the internal teams. I also regularly check in with both sides to facilitate open channels for feedback and clarification.

I make it a priority to stay updated with industry trends by following relevant publications, participating in webinars, and networking with professionals in the field. Staying informed not only helps me maintain our operational excellence but also ensures that the solutions we provide to our merchants are innovative and relevant.

A successful Merchant Operations Analyst should possess strong problem-solving skills, excellent communication abilities, and a proactive approach to learning. It’s important to be detail-oriented, adaptable, and capable of managing multiple tasks while maintaining focus on operational excellence and enhancing the merchant experience.

I am excited about the opportunity to work at Thanx because of its innovative approach to customer engagement in the restaurant industry. I believe my skills and experience align well with the company's mission, and I am eager to contribute to a team that values bold thinking and collaboration, ultimately driving success in helping merchants thrive.