Pre-Launch Specialist

Location: Toronto, ON Office

Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.

Standardized Business Title: Pre-Launch Specialist

Division: Operations

The Pre-Launch Specialist manages the merchant onboarding process from contract signing through installation, before handing accounts off to the Post-Launch team. This role involves data gathering, configuration, technical programming, and client engagement to ensure a seamless onboarding experience. The Pre-Launch Specialist also serves as a subject matter expert, escalation point, and contributor to team knowledge, providing white-glove service while delivering exceptional technical and project management support.

Responsibilities

-Serve as a Subject Matter Expert (SME) and knowledge content contributor for the Pre-Launch team.

-Act as a team lead and escalation point for internal teams.

-Build rapport with merchants, gather detailed information, and align POS configurations and reporting with merchant needs.

-Independently manage the complete lifecycle of merchant onboarding, including data gathering, configuration, and installation coordination.

-Program merchant menus, configure online ordering, and ensure marketplace integrations and equipment orders are correct.

-Train merchants on the use of Shift4 products and services.

-Provide white-glove service, ensuring exceptional merchant satisfaction.

-Maintain consistent communication across channels (email, phone, chat, ticketing).

-Research and problem-solve to assess feasibility of requested features and develop creative solutions.

-Document client interactions and configurations accurately using Excel, Microsoft Suite, Google Suite, and Monday.com.

-Acquire and maintain knowledge of the merchant processing industry and Shift4’s products and services.

-Participate in special projects as assigned by leadership.

-High school diploma or equivalent required.

-Technical skills: hardware platforms, configuration methods, hardware deployment, and logistics.

-Strong proficiency in Excel, Microsoft Suite, and Google Suite; experience with Monday.com is a plus.

-Excellent listening, written, and verbal communication skills.

-Strong attention to detail with the ability to self-manage and use critical thinking.

-Proven problem-solving and conflict-resolution skills, with the ability to de-escalate situations quickly.

-Friendly, enthusiastic, and professional demeanor.

-Ability to lead and contribute in a fast-paced, team environment.

-Highly motivated and dedicated to customer service excellence.

-Bilingual (English/Spanish) is a plus, but not required.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.