Operations and Merchant Support Associate

About this role

<div class="content-intro"><h3>About CookUnity:</h3> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt; color: rgb(0, 0, 0);">Food has lost its soul to modern convenience. And with it, it has lost the power to nourish, inspire, and connect us. So in 2018, CookUnity was founded as the first-of-its-kind platform that connects the world with the source of truly great food: chefs. Today, CookUnity delivers 50 million meals a year from the industry’s best chefs to homes all over the country. Fresh. Ready-to-eat. And crafted with the passion that nourishes body and soul.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt; color: rgb(0, 0, 0);">Unwilling to stop there, CookUnity is expanding beyond delivery to become an ever-innovating marketplace focused on our singular mission: <strong data-stringify-type="bold">empower Chefs to nourish the world.</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt; color: rgb(0, 0, 0);">If that mission has you hungry in more ways than one, you’ve found the right job posting.</span></p></div><h3>About the Team:</h3> <p>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 <strong>Operations and Merchant Support Associate</strong> to help us scale this next chapter.</p> <h3>The role:</h3> <p>To bring this movement to life, we’re hiring our <strong>first Operations & Support Associate</strong>. 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.</p> <p>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.</p> <p>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.</p> <h3>Schedule & Expectations</h3> <p>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.</p> <p>You should expect occasional evening or early-morning attention when time-sensitive issues come up.</p> <h3>What You’ll Own</h3> <ul> <li><strong>Run smooth merchant cycles.</strong> Own the operating calendar from menu deadlines to delivery windows, making sure every active merchant is ready before each cycle goes live.</li> <li><strong>Be the go-to partner for restaurants.</strong> Support merchants on cycle status, promos, fulfillment changes, subscriber capacity, pauses, and the day-to-day questions that come with launching something new.</li> <li><strong>Catch issues before they become bigger problems.</strong> Monitor dispatch, delivery, fulfillment, refunds, and payout details so small mistakes do not turn into customer or merchant frustration.</li> <li><strong>Create the operating playbook.</strong> Turn recurring fire drills into clear SOPs, checklists, and runbooks that make the business more reliable every week.</li> <li><strong>Support customers with care and urgency.</strong> Triage incoming support requests, resolve issues quickly, keep FAQ content up to date, and identify patterns that should become product improvements.</li> <li><strong>Help merchants keep momentum.</strong> Nudge restaurants to promote their subscriptions, track who needs follow-up, and make sure strong launches do not fade after the first cycle.</li> <li><strong>Coordinate design and launch needs.</strong> Turn merchant requests for storefront updates, packaging, and launch assets into clear briefs, then keep freelance and internal work moving.</li> <li><strong>Partner with product and engineering.</strong> 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.</li> <li><strong>Share the right signals.</strong> Contribute to weekly leadership reporting with delivery incidents, support volume, response times, merchant health flags, and operational learnings.</li> </ul> <h3>What We’re Looking For</h3> <ul> <li>2+ years in operations, customer support, account management, or a similar role at a startup, marketplace, restaurant, delivery, subscription, or high-growth company.</li> <li>A clear, warm communicator who can build trust with restaurants, customers, and internal teams.</li> <li>Strong attention to detail and comfort managing several moving pieces at once.</li> <li>Calm judgment under pressure, especially when a customer, merchant, or delivery issue needs a quick answer.</li> <li>A builder mindset. You do not just solve the issue in front of you, you ask how to make it easier next time.</li> <li>Comfort using tools like Linear, Slack, Gmail, Retool, support systems, and AI…