Technical Account Manager

Technical Account Manager — LOKE

Location: Sterling Heights, MI (metro Detroit) — onsite at the Jet's Pizza head office 1–2 days a week, otherwise remote

Type: Full-time

Travel: Regular travel to franchise stores across the US during rollouts, including California

Be the technical heartbeat behind 300+ pizza franchises.

About LOKE

LOKE builds branded ordering, loyalty and marketing apps for hospitality. We pull mobile payments, order-ahead, loyalty and customer marketing into one platform that plugs straight into a brand's point of sale — so operators get more spend, more footfall and a direct line to their customers.

We already power brands like Shake Shack, Nando's and Baskin Robbins across Australia, the UK, Singapore and New Zealand, and we're growing fast in the US.

Now we're bringing on a roster of great American pizza brands — Jet's Pizza, Mountain Mike's, Vocelli and more. Between them that's thousands of stores, most of them owned and run by independent franchisees. We need someone on the ground who can make the tech sing at that scale.

The role

As our Technical Account Manager you'll own the technical relationship across a network of roughly 300 franchised pizza stores — starting with Jet's Pizza.

You'll be embedded with the Jet's team, working out of their Sterling Heights head office one to two days a week. That proximity matters: the fastest way to get a rollout right is to be in the room with the brand's operations, IT and marketing people rather than on a call with them.

The job is really two jobs at once. You're the trusted technical partner to the brand's corporate team, and you're the person 300 independent operators actually call when something needs fixing. Each franchisee runs their own store, their own staff and often their own quirks of POS setup — so you'll need to be as comfortable on the phone with a first-time owner-operator as you are in a roadmap session with our engineers.

Your first six months: you'll lead the rollout of LOKE across the Jet's network — configuring the platform, integrating POS, building the onboarding and training playbook, and taking stores live in waves. You'll go deep with a pilot group, iron out every wrinkle, then scale the same playbook to hundreds of locations. Nail this, and you'll run it again for Mountain Mike's, Vocelli and the brands that follow.

This is a scale problem as much as a technical one. The goal isn't to touch all 300 stores yourself — it's to build the process, documentation, training and self-serve support that makes 300 stores feel like ten.

What you'll do

• Own the technical relationship with the brand's corporate team and act as the escalation point for its franchisee network.
• Be present at the Jet's head office one to two days a week — close enough to their ops and IT teams to catch problems before they become tickets.
• Run multi-wave rollouts across hundreds of stores: platform configuration, POS and payments integration, store onboarding, testing and go-live.
• Build the playbook — onboarding checklists, training material, troubleshooting guides and support paths that scale to 300 franchisees without scaling headcount.
• Train at scale: run franchisee webinars, regional sessions and in-store training so operators and crews are confident using LOKE day to day.
• Triage and troubleshoot issues across ordering, loyalty, payments and POS — and know when to fix it yourself, when it's a store-level config issue, and when to loop in engineering.
• Spot the patterns. With 300 stores, the same question asked ten times is a product or documentation problem. Find those and kill them at the source.
• Be the voice of the network inside LOKE: feed real-world franchisee insight back to product and engineering to shape what we build next.
• Track adoption and performance store by store, chase the laggards, and proactively help franchisees get more out of the platform.
• Get into stores. Travel to franchise locations when it matters — especially during rollouts.

What you'll bring

• 3+ years in technical account management, solutions, implementation or technical support — ideally in SaaS, payments, POS or restaurant tech.
• Experience supporting a large or distributed customer base — multi-site, multi-location or franchised networks. You know the difference between supporting one client and supporting 300 stakeholders who all think they're your only client.
• Comfort with integrations and APIs — you can read documentation, debug an issue, and talk credibly with engineers without being one.
• A knack for translating technical detail into plain English for franchisees and store crews who don't care how it works, only that it works.
• Strong project sense — you can run a phased rollout across hundreds of sites without dropping balls.
• A bias for repeatability. You'd rather write the guide once than answer the question 300 times.
• Calm, warm and resourceful under pressure. You'd rather solve the problem than explain whose fault it is.
• Based in metro Detroit (or willing to relocate), able to be at the Jet's Sterling Heights office regularly, and happy to travel to stores.

Nice to have: hands-on experience with restaurant POS systems, franchise environments, mobile ordering or loyalty platforms, or payments/interchange basics.

Why LOKE

• Real ownership — you'll shape how some of the best pizza brands in America run their tech, across hundreds of stores.
• A small, fast team that ships. We value getting things done over endless process.
• Direct line to product and engineering — your insights actually change the roadmap.
• A genuinely people-first culture. We love people, we back each other, and we keep it real.

Pay: $68,095.58 - $82,007.58 per year

Language:

• English (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: Hybrid remote in Sterling Heights, MI 48310