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India
Remote only
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Software Implementation & Support Specialist based in India.
We are looking for a detail-oriented Software Implementation & Support Specialist to support the rollout and ongoing development of a financial technology solution for restaurant employees and operators.
You will lead the implementation of new merchant accounts, ensuring configurations are accurate and integrations function smoothly before launch.
Working closely with implementation teams and technical specialists, you will develop deep expertise in how employee shifts, tips, payouts, and merchant settlements move across connected systems.
You will guide merchants and internal teams through product workflows, provide training, and monitor new accounts during their initial launch period.
The role also involves investigating complex support escalations related to configurations, financial transactions, integrations, and reconciliation.
You will collaborate with international teams across Implementation, Product, Engineering, Support, and Customer Success to improve processes and product performance.
This is a remote-first opportunity offering meaningful ownership in a growing product environment, with working hours aligned to U.S. business needs.
You will coordinate end-to-end product implementations while ensuring merchants receive accurate configurations, effective training, and reliable support throughout the onboarding process. Your responsibilities will include:
Lead the setup and configuration of new merchant accounts, coordinating with internal teams and external partners to ensure smooth implementations.
Perform quality assurance checks, including tip-flow validation and pre-launch testing, to confirm account readiness.
Train merchants and internal teams on product functionality, system behavior, reporting logic, and key operational workflows.
Monitor new merchant launches during their first few weeks, working with labor management specialists to verify initial payroll setup and reconciliation.
Coordinate the transition of successfully launched accounts to Support and Customer Success teams once operations are stable.
Develop strong knowledge of the product and its integration with labor management systems, understanding how shift and tip data flows into employee payouts and merchant settlements.
Handle advanced support escalations from frontline teams, particularly those involving implementation configurations, financial transactions, integrations, and reconciliation across systems.
Track new activation cases, monitor implementation progress, document each step, and maintain accurate account information in internal systems.
Collaborate with international colleagues across Implementation, Product, Engineering, Support, and Customer Success.
Contribute to process documentation, tooling enhancements, and feedback initiatives that improve implementation efficiency and product performance.
The ideal candidate has a background in software implementation, technical onboarding, or customer support, with strong analytical abilities and the confidence to manage complex workflows across multiple systems. You should be comfortable explaining technical concepts clearly, working independently, and maintaining a high level of accuracy in a client-facing environment.
At least 4 years of experience in product implementation, technical onboarding, or customer support.
Strong problem-solving skills and the ability to work confidently with multiple systems, platforms, and internal tools.
Ability to explain complex technical processes and step-by-step instructions in clear, accessible language.
Excellent written and verbal communication skills, with strong documentation habits.
Strong organizational skills, attention to detail, and the ability to manage several projects simultaneously.
Analytical and critical-thinking skills, including the ability to anticipate edge cases and troubleshoot issues across integrated systems.
Customer empathy, a solution-oriented mindset, and a genuine commitment to helping clients and colleagues succeed.
Professionalism and confidence when communicating directly with clients and internal stakeholders.
Ability to work collaboratively while independently managing tasks and implementation priorities.
High School Diploma required; a Bachelor's Degree is preferred.
Additional experience that would be an advantage:
Familiarity with restaurant operations or the hospitality industry.
Experience with Point-of-Sale (POS) systems, payroll platforms, earned wage access solutions, or labor management software.
Working conditions:
Remote-first position, with occasional in-person team sessions when applicable.
Working hours: 5:00 PM to 2:00 AM IST.
Most work is performed using a computer and collaboration tools such as Zoom and Slack.
Ability to work independently with reliable internet access in a secure, distraction-free environment.
Competitive compensation ranging from INR 8,57,000 to INR 11,42,000.
Potential eligibility for a company stock plan as part of the overall compensation package.
Medical insurance coverage of up to INR 8,00,000 for the employee and their family.
Education assistance with reimbursement of up to USD 1,000 per calendar year for professional development.
Remote-first working environment.
