About the Role
This role involves providing frontline support to users by troubleshooting issues, answering questions, and guiding customers through solutions with empathy and efficiency.
Responsibilities
- Respond to customer inquiries via email, chat, and phone
- Diagnose and resolve technical problems promptly
- Escalate complex issues to appropriate teams
- Maintain accurate records of customer interactions
- Follow up on unresolved cases to ensure closure
- Provide feedback to product teams based on customer input
- Assist users during onboarding and setup phases
- Guide customers through self-service tools
- Monitor service tickets and prioritize urgent cases
- Communicate service outages or disruptions clearly
- Document solutions in the knowledge base
- Adhere to response time and resolution SLAs
- Identify recurring issues and suggest improvements
- Maintain a professional and courteous tone
- Collaborate with internal teams for issue resolution
- Stay updated on product changes and features
- Support customers across different time zones
- Handle sensitive data with confidentiality
- Participate in team training and meetings
- Contribute to improving support processes
- Use CRM software to manage customer cases
- Report metrics on support performance
- Assist during peak support demand periods
- Follow company policies in all customer interactions
- Promote a customer-first mindset
Compensation
Competitive salary with benefits
Work Arrangement
Remote position
Team
Part of the customer-facing support team
Our Mission
We build technology to simplify operations for hourly workers in the restaurant industry.
Why This Role Matters
Support representatives are the first point of contact, shaping how users perceive the reliability and care behind the product.
Growth Opportunities
Team members can advance into senior support, training, or operations roles based on performance and interest.
Onboarding Process
New hires go through a structured onboarding program including product training, shadowing, and mentorship.
Performance Metrics
Success is measured by resolution time, customer satisfaction scores, and case quality audits.
Team Culture
Collaborative, solution-focused, and committed to continuous improvement in customer experience.
Technology Stack
Support tools include Zendesk, Slack, internal CRM, and real-time reporting dashboards.
Work Schedule
Full-time role with rotating shifts to cover extended hours, including weekends.
Feedback Environment
Regular performance reviews and open channels for peer and manager feedback.
Diversity and Inclusion
We are committed to building a team that reflects diverse backgrounds and perspectives.
Not available
