Merchant Support Specialist
Title: Merchant Support Specialist I - 27749
Location: Remote, based in New York, NY
Classification: Temporary Agency Worker, Full-time
Work Schedule: Support team available 7:00 AM–5:00 PM PST; flexibility required as shifts may evolve
Contract Duration: February 23, 2026 – May 31, 2026
Compensation: $22,86/hour02
Visa Sponsorship: Not provided
Position Overview
A growing online ordering technology team is seeking a Merchant Support Specialist to provide frontline support and ensure an exceptional post-sales experience for merchants using a hospitality and online ordering platform. The role demands strong troubleshooting skills, excellent communication, and a desire to continually build expertise in a flexible and innovative software environment.
Key Responsibilities
• Act as first point of contact for merchants, customers, partners, and internal teams, handling post-sales escalations and support inquiries.
• Address a wide range of issues, including menu settings, customer UI configurations, reporting reconciliation, and general platform troubleshooting.
• Investigate and resolve complex technical issues via ticketing software, and provide phone or video support as needed.
• Use empathy and urgency in resolving merchant issues, ensuring positive experiences and learning opportunities at every touch point.
• Develop subject matter expertise in the platform’s product suite, systems, tools, and processes.
• Collaborate with Tier 1 and Tier 2 Support to provide seamless case hand-offs and holistic support.
• Communicate efficiently, professionally, and clearly with merchants and colleagues.
• Use organizational and time management skills to absorb new information and execute tasks in a fast-paced, evolving environment.
• Apply de-escalation tactics and deliver excellent service to turn challenging interactions into positive outcomes for merchants.
Qualifications
• Bachelor’s degree or equivalent professional experience.
• 2+ years of experience in a customer support, technology, or hospitality-related role.
• Strong communication and troubleshooting skills.
• Works independently and is reliable, trustworthy, and proactive in seeking solutions.
• Comfortable adapting to ambiguity and rapid change.
• High emotional intelligence and professionalism in customer and team communications.
• Experience in de-escalation and conflict resolution.
Bonus Points For
• Familiarity with POS providers (e.g., Toast, Square), Google Suite, Slack, Jira, Confluence, or Salesforce.
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
Find what’s next with Kelly®.
As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.
About Kelly
Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.
Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Apply Now
Apply Now
Location: Remote, based in New York, NY
Classification: Temporary Agency Worker, Full-time
Work Schedule: Support team available 7:00 AM–5:00 PM PST; flexibility required as shifts may evolve
Contract Duration: February 23, 2026 – May 31, 2026
Compensation: $22,86/hour02
Visa Sponsorship: Not provided
Position Overview
A growing online ordering technology team is seeking a Merchant Support Specialist to provide frontline support and ensure an exceptional post-sales experience for merchants using a hospitality and online ordering platform. The role demands strong troubleshooting skills, excellent communication, and a desire to continually build expertise in a flexible and innovative software environment.
Key Responsibilities
• Act as first point of contact for merchants, customers, partners, and internal teams, handling post-sales escalations and support inquiries.
• Address a wide range of issues, including menu settings, customer UI configurations, reporting reconciliation, and general platform troubleshooting.
• Investigate and resolve complex technical issues via ticketing software, and provide phone or video support as needed.
• Use empathy and urgency in resolving merchant issues, ensuring positive experiences and learning opportunities at every touch point.
• Develop subject matter expertise in the platform’s product suite, systems, tools, and processes.
• Collaborate with Tier 1 and Tier 2 Support to provide seamless case hand-offs and holistic support.
• Communicate efficiently, professionally, and clearly with merchants and colleagues.
• Use organizational and time management skills to absorb new information and execute tasks in a fast-paced, evolving environment.
• Apply de-escalation tactics and deliver excellent service to turn challenging interactions into positive outcomes for merchants.
Qualifications
• Bachelor’s degree or equivalent professional experience.
• 2+ years of experience in a customer support, technology, or hospitality-related role.
• Strong communication and troubleshooting skills.
• Works independently and is reliable, trustworthy, and proactive in seeking solutions.
• Comfortable adapting to ambiguity and rapid change.
• High emotional intelligence and professionalism in customer and team communications.
• Experience in de-escalation and conflict resolution.
Bonus Points For
• Familiarity with POS providers (e.g., Toast, Square), Google Suite, Slack, Jira, Confluence, or Salesforce.
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
Find what’s next with Kelly®.
As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.
About Kelly
Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.
Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Apply Now
Apply Now