Platform Support Lead – Merchant Operations
Trident Consulting is seeking a " Platform Support Lead – Merchant Operations & Escalations " for one of our clients. A global leader in business and technology services. Position: Platform Support Lead – Merchant Operations & Escalations Location: Remote Pay Rate: $62/hr. on W2 Duration: 6 Months About the Team The Platform Innovation team drives strategy, support, and scale for one of client fastest-growing initiatives within the Restaurant Platform business. The team delivers white-glove merchant support, ensuring seamless operations while building long-term trust with restaurant partners.
About the Role
- This role reports to the Associate Manager of Support and serves as a frontline leader within the Restaurant Platform organization. This is a highly hands-on role, ideal for someone who thrives in complex problem-solving environments and leads by example.
- During the first ~3 months, the role will be approximately 85% focused on directly handling merchant support tickets to build deep product and workflow expertise. As you ramp up, you will increasingly own critical escalations, coach agents in real time, and help improve systems, processes, and knowledge that enable the platform to scale to thousands of restaurants.
- This is not a purely managerial role—success depends on strong execution, ownership, and deep involvement in day-to-day support operations
Key Responsibilities
- Work the merchant support queue daily, owning and resolving a wide range of tickets end-to-end
- Act as the escalation owner for the most urgent, complex, and high-impact issues
- Drive resolution across Support, Operations, Product, Engineering, and external partners
- Lead by example on ticket quality, response time, and customer communication—especially in high-stakes scenarios involving downtime or operational disruption
- Investigate and solve ambiguous issues by asking the right questions, identifying stakeholders, and building context quickly
- Coach and unblock support agents in real time, improving investigation techniques, customer handling skills, and confidence
- Identify patterns from live cases and contribute to scalable improvements such as:
- Playbooks and troubleshooting guides
- Internal knowledge base and training materials
- Lightweight process and workflow enhancements
- Support the expansion of support channels and coverage (e.g., phone/video support, extended hours) while maintaining a white-glove experience
Required Qualifications
- Strong direct customer-facing support experience in a high-volume environment
- Experience supporting customers in high-stakes, high-complexity situations (e.g., operational downtime, financial impact, time-sensitive workflows, multi-system dependencies)
- Experience as a team lead, escalation lead, floor lead, supervisor, or manager (formal title not required)
- Proven ability to lead through coaching and example, not just delegation
- High ownership mindset—able to push cases forward through ambiguity and cross-functional dependencies
- Excellent communication skills with the ability to remain calm under pressure, de-escalate tense situations, and set realistic expectations
- Strong troubleshooting mindset with the ability to both dive deep into issues and recognize systemic patterns
Nice to Have
- Experience supporting POS systems, payments, hardware-enabled products, logistics platforms, or other multi-system operational workflows
- Familiarity with support tools and workflows (e.g., Intercom, routing/triage systems, QA, knowledge management tools)
- Comfort with basic technical troubleshooting (networking experience is a plus, not required)
- Experience improving training content, troubleshooting playbooks, or onboarding materials
About Trident Consulting: Trident Consulting is a U.S.-based IT staffing and consulting firm supporting Fortune 500 and enterprise clients across cloud, data, engineering, and enterprise technology. We’ve been in business since 2005 and focus on long-term, high-quality placements. Some of our recent awards include
- 2022, 2021, 2020 Inc. 5000 fastest-growing private companies in America
- 2022, 2021 SF Business Times 100 fastest-growing private companies in Bay Area
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