Operations and Merchant Support Associate

About the Team:

OffMenu is a new product from Cookin (a CookUnity company) that helps top local restaurants launch and grow their own subscription programs, turning their biggest fans into recurring members. We’re in an early pilot stage with a small group of Toronto restaurants and are now hiring our first Operations and Merchant Support Associate to help us scale this next chapter.

The role:

To bring this movement to life, we’re hiring our first Operations & Support Associate. You’ll be at the center of OffMenu’s operations, shaping the systems that keep every merchant cycle running smoothly and every customer experience on track.

You’ll partner closely with our Sr. Product Manager and CX teams to support restaurants, resolve fulfillment issues, improve our operating playbooks, and turn recurring problems into better tools and processes.

If you’re excited to combine hands-on execution with strong process-building and AI-enabled productivity, this is a chance to build the operational backbone of a zero-to-one business inside a mission-driven company.

Schedule & Expectations

OffMenu runs on weekly and biweekly subscription cycles with real deadlines for menus, billing, and delivery. Most work happens during standard business hours, but this is an operating role in a live business. When something breaks during an active cycle, merchants and customers need a fast, calm response.

You should expect occasional evening or early-morning attention when time-sensitive issues come up.

What You’ll Own

• Run smooth merchant cycles. Own the operating calendar from menu deadlines to delivery windows, making sure every active merchant is ready before each cycle goes live.
• Be the go-to partner for restaurants. Support merchants on cycle status, promos, fulfillment changes, subscriber capacity, pauses, and the day-to-day questions that come with launching something new.
• Catch issues before they become bigger problems. Monitor dispatch, delivery, fulfillment, refunds, and payout details so small mistakes do not turn into customer or merchant frustration.
• Create the operating playbook. Turn recurring fire drills into clear SOPs, checklists, and runbooks that make the business more reliable every week.
• Support customers with care and urgency. Triage incoming support requests, resolve issues quickly, keep FAQ content up to date, and identify patterns that should become product improvements.
• Help merchants keep momentum. Nudge restaurants to promote their subscriptions, track who needs follow-up, and make sure strong launches do not fade after the first cycle.
• Coordinate design and launch needs. Turn merchant requests for storefront updates, packaging, and launch assets into clear briefs, then keep freelance and internal work moving.
• Partner with product and engineering. Translate merchant and customer feedback into clear product requests, test operational features before they launch, and push for fixes when a one-off issue becomes a pattern.
• Share the right signals. Contribute to weekly leadership reporting with delivery incidents, support volume, response times, merchant health flags, and operational learnings.

What We’re Looking For

• 2+ years in operations, customer support, account management, or a similar role at a startup, marketplace, restaurant, delivery, subscription, or high-growth company.
• A clear, warm communicator who can build trust with restaurants, customers, and internal teams.
• Strong attention to detail and comfort managing several moving pieces at once.
• Calm judgment under pressure, especially when a customer, merchant, or delivery issue needs a quick answer.
• A builder mindset. You do not just solve the issue in front of you, you ask how to make it easier next time.
• Comfort using tools like Linear, Slack, Gmail, Retool, support systems, and AI tools to move faster and stay organized.
• High ownership and follow-through. If something matters to the merchant or customer experience, you make sure it gets done.

Nice to Have

• Experience in food, restaurants, delivery logistics, subscriptions, marketplaces, or e-commerce.
• Experience working with freelance designers or creative vendors.
• Familiarity with support tooling, knowledge bases, CX workflows, or internal ops dashboards.
• Experience building SOPs, onboarding materials, or lightweight systems in an early-stage environment.

What Success Looks Like

• Merchants feel supported, informed, and confident going into every cycle.
• Delivery and fulfillment issues are caught early, resolved quickly, and used to improve the system.
• Customers get fast, thoughtful support when something goes wrong.
• Repeated issues become documented processes, product fixes, or better operating routines.
• Subscription cycles keep momentum because merchants get the right reminders and follow-up.
• Product, CX, and operations have a clearer picture of what is happening on the ground.
• OffMenu becomes easier to run each week because you are building the operating foundation as you go.

 

 

Learn More About CookUnity

We believe great leadership starts with alignment on vision, values, and ways of working. To give you deeper insight into who we are and what we’re looking for, we invite you to explore: CookUnity's Leadership Principles – The values and behaviors that guide how we operate, collaborate, and scale.

We hope this provides valuable insight into our culture and product vision. If this excites you, we’d love to connect!

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Benefits

💸 Get paid in USD

🗺 Work remotely: design the life that you want

⛱ Enjoy 15 days of vacation each year from the start date

🎄 16 fully paid Argentinean holidays

🩺 Healthcare Benefit: Monthly stipend to use in your preferred healthcare provider

🗓️ 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical

🐣 Paid Family leave

🕯 Compassionate Leave: 3-5 days each time the need arises

🧘🏽‍♀️ Flexible benefits, your way: a prepaid card you can use on wellness, learning, food, and more.

🤖 AI-forward workplace: enterprise access to ChatGPT and Claude to help you work smarter and grow faster.

🧑‍🏫 Personalized English coach