Product Implementation Specialist | Reserve

Job description

About SpotOn We’re not just building restaurant tech, we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed. - Named the #1 Restaurant POS by G2 (Fall 2025), based on ratings from real users - Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users - Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you. POSITION OBJECTIVE The Product Implementation Specialist implements software solutions integrating the company’s POS, restaurant management, and payment platforms with third-party applications, including Teamwork (labor management) and Reserve (guest management). Combining technical proficiency, project coordination, and client communication, the Specialist ensures implementations are accurate, efficient, and timely. This role serves as a key resource within the implementation team, providing guidance on best practices, troubleshooting issues, and collaborating with internal teams to enhance the client’s technology ecosystem. RESPONSIBILITIES - Manage full-cycle implementation projects for restaurant clients, including setup, configuration, testing, and deployment. - Implement integrations between POS/restaurant systems and third-party applications, including online ordering, accounting, payroll, loyalty, CRM, or delivery platforms. - Configure and deploy Teamwork (scheduling, payroll, tip distribution, internal communication) and Reserve (reservations, waitlists, guest profiles) platforms to meet client needs. - Lead client onboarding sessions, including kickoff calls, training, and go-live support. - Perform quality assurance, data validation, and testing to ensure accurate setups and integrations. - Troubleshoot technical or data issues; escalate system-level problems to senior specialists or engineering as needed. - Maintain accurate records of project activities, configurations, and client environments. - Collaborate with internal teams (Sales, Product, Support, Customer Success, Engineering) to ensure seamless client experiences. - Contribute to process improvements, integration playbooks, and technical documentation. - Provide guidance and mentoring to junior implementation specialists as applicable. - Deliver high-quality, accurate work and outcomes by consistently adhering to documented processes, including Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and checklists. - Review and verify outcomes before submission to maintain consistency and high-quality standards. - Identify and address process gaps or errors to drive continuous improvement and operational excellence. SKILLS & KNOWLEDGE - Strong understanding of POS systems, payment processing, and restaurant operations. - Familiarity with software integrations, API communication, and data mapping between systems. - Working knowledge of labor management or HR/payroll platforms (e.g., Teamwork, HotSchedules, 7shifts, ADP). - Basic knowledge of guest management/reservation systems (e.g., Reserve). - Proficiency with Google Workspace, CRM tools (Salesforce, HubSpot), and project management software (Jira, Slack, Asana). - Excellent organizational, communication, and client-facing skills. - Strong problem-solving, analytical, and troubleshooting abilities. - Comfortable learning new tools, systems, and integration methods. - Experience in customer support, onboarding, or hospitality technology; exposure to reservations, guest management, or configuration tasks preferred. - Experience in software implementation, technical support, or integrations, ideally in SaaS, hospitality, or fintech; familiarity with POS, restaurant operations, labor management, or API-based integrations preferred. - Demonstrated success managing client-facing projects, collaborating with cross-functional teams, and delivering solutions with minimal supervision. - Prior experience with client training, mentoring, or peer support is a plus. PREVIOUS EXPERIENCE - 2 –3 years of professional experience in customer success or related roles. - Experience in fintech or SaaS environments preferred. EDUCATION / PROFESSIONAL TRAINING - A high school diploma or GED is required. - Associate degree in Computer Science, Software Development, Business Management, Hospitality or a related field preferred. - An equivalent combination of education and experience may be considered. LANGUAGES & LEVEL OF PROFICIENCY - Fluent in English and Spanish (written and verbal). - Additional languages are preferred but not required. We will never ask candidates to pay fees, purchase equipment, or share sensitive personal or financial information during the hiring process. All legitimate communication from our recruiting team will come from an official company email address (@spoton.com http://spoton.com). If something seems suspicious, please contact us at careers@spoton.com. SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. Work authorization in the U.S. is required. Visa sponsorship is not available for this role. SpotOn is an E-Verify company.