About Palette Labs
Palette Labs is building a decentralized protocol for commerce. Our first major use case is food delivery. We run a profitable, growing network where customers order from restaurants, drivers deliver food, and local operators spin up their own marketplaces. Think Uber Eats, but permissionless and owned by the people who use it.
After launching our own restaurant delivery service (Nosh) and experiencing the limitations of legacy providers first-hand, we built a modern platform from the ground up and have begun onboarding RDSs nationwide. As more operators adopt our technology, providing strong operational support has become essential. This role sits at the center of that mission.
To learn more about Palette Labs and read our whitepaper take a look at: https://palette-labs-inc.github.io/
About the role
This role exists to ensure the successful adoption and operation of the Palette Labs platform by our independent RDS partners. The Account Manager will own the entire non-technical support layer, acting as the primary point of contact for operators, guiding them from pre-launch readiness through long-term operational success. This person will partner closely with the engineering team by translating partner feedback into clear product and bug tickets. Success in the first 6–12 months will be measured by the speed and effectiveness of new partner launches and the overall operational health and satisfaction of assigned markets. This role spends most of its time solving complex operational challenges, driving feature adoption, and building scalable processes.
Responsibilities
Lead the end-to-end onboarding and launch process for new RDS partners, ensuring they are fully trained on the entire Palette Labs ecosystem (admin portal, apps, dispatching, etc.).
Own the configuration and pre-launch system preparation for assigned partners, managing workflows to guarantee a smooth and timely go-live experience.
Provide continuous operational support and troubleshooting for launched markets, proactively helping partners resolve non-technical issues and maintaining high service uptime.
Build and maintain strong, trust-based relationships with RDS operators, serving as their dedicated point of contact to increase platform adoption and market success.
Analyze partner feedback (bugs, operational friction, feature requests) and translate these needs into clear, actionable tickets for the engineering and product teams.
Contribute to the long-term scalability of Palette Labs' support function by identifying process gaps and proposing/implementing new SOPs, documentation, and training materials.
Requirements
Must-haves
3+ years of experience in operations, customer success, onboarding, training, logistics, or multi-sided marketplace support.
Demonstrated ability to quickly learn complex software systems and effectively teach them to non-technical users.
Highly organized and effective at managing multiple simultaneous projects, partners, and detailed workflows.
Exceptional written and verbal communication skills, especially in a remote/distributed environment.
Proven ability to operate independently, take initiative, and solve problems in ambiguous, fast-paced environments (e.g., startup experience).
Nice-to-haves
Direct experience with food tech, restaurant technology, or delivery/logistics platforms.
Prior experience in a role focused on launching new markets or supporting external operators/clients.
Familiarity with dispatch systems, POS integrations, or tools like Olo or Checkmate.
Willingness and ability to travel for launches, training, and partner visits (as needed).
Total Rewards Package
We believe in a comprehensive and competitive compensation strategy that rewards talent and drive. Our Total Rewards Package typically includes:
Base Salary: A competitive annual salary, commensurate with your experience and industry standards. The salary range for this position is set at $70,000–$90,000/year.
Performance Bonus: Eligible for our company semi-annual performance bonus, which is tied directly to individual achievements.
Equity / Stock Options: We offer stock options to all full‑time employees, allowing you to share directly in the company's success and long-term growth.
Comprehensive Benefits
We are committed to the health, well‑being, and long‑term financial security of our team. Benefits coverage typically begins on the first day of employment.
Health & Wellness: 100% employer‑covered premium options for Medical, Dental, and Vision insurance for employees.
Time Off: Flexible Paid Time Off (PTO) policy
This role requires availability that may vary from week to week. Our clients operate their businesses from 7am Eastern to 10pm Pacific, seven days a week. If issues arise, we will need to respond. It’s not our expectation that you be working all these hours but that you can jump on a call and help solve problems if needed.
Unless otherwise stated, all roles with Palette Labs are remote-based in the United States with a preference to hire in New York City. We require that you overlap some working hours with Eastern Standard Time (EST).
United States
CA and US only
