Restaurant Offboarding Specialist

Role overview:

As a Restaurant Offboarding specialist you will be responsible for managing the end-to-end offboarding process for Merchants and venues, ensuring that each case is completed accurately, efficiently, and within the expected timelines.The role focuses on coordinating device returns, Merchant communication, inventory updates, invoicing preparation, and case closure, while maintaining accurate information across all relevant operational systems. The Offboarding Specialist works closely with Logistics, Hardware, Finance, Sales/Account Management, Support, and other internal stakeholders to resolve outstanding cases and ensure company-owned assets are successfully recovered.

Key Responsibilities:

• Manage the end-to-end merchant/venue offboarding process, from receiving the request through final closure.
• Review offboarding requests and validate information across relevant contracts, operational tools, and internal systems.
• Communicate with Merchants regarding device returns, including sending return instructions, reminders, and shipping labels.
• Track outstanding returns and proactively follow up with Merchants to ensure company-owned devices are recovered.
• Receive returned devices and ensure they are correctly unassigned/offboarded from inventory systems.
• Coordinate with Logistics, Hardware, Finance, Sales/AM, Support, and other internal teams to resolve offboarding cases.
• Manage cases involving lost, stolen, or unreturned devices according to internal guidelines.
• Prepare eligible cases for invoicing and coordinate with Finance regarding outstanding device charges.
• Update and maintain accurate information across Monday boards, Inventory, Ops tools, ticketing systems, and other relevant platforms.
• Ensure venues and devices are correctly removed/released from relevant systems once the offboarding process is completed.
• Maintain clear documentation and support improvements to offboarding SOPs, guidelines, and workflows.

Our humble expectations:

• 1-3 years of experience in operations, customer/merchant support, logistics, asset management, or a similar operational role.
• Strong organizational skills and ability to manage a high volume of cases simultaneously.
• Excellent attention to detail, particularly when working across multiple systems and handling device/inventory information.
• Strong written communication skills for Merchant and internal stakeholder communication.
• Comfortable working with ticketing systems, spreadsheets, operational tools, and workflow-management platforms.
• Ability to independently prioritize cases, follow up on outstanding actions, and escalate blockers when necessary.
• Strong cross-functional collaboration skills.
• Language Skills: Fluent written & spoken German (B2) & Good professional working English.

Nice to haves:

• Experience with device lifecycle or asset management.
• Experience with invoicing or Finance-related operational processes.
• Familiarity with Monday.com, inventory management systems.