Customer Support Representative

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Address customer inquiries and concerns via email, live chat, and Zoom, aiming to resolve issues during the first interaction.

• Simplify complex product issues into clear, approachable explanations for non-technical restaurant owners and staff.

• Dynamically prioritize the support queue to achieve response targets, including Time to First Response.

• Compose structured, actionable bug reports and feature feedback for the Product and Engineering teams, and ensure follow-up until resolution.

• Recognize recurring issue patterns and proactively highlight trends.

• Contribute to and maintain help documentation, macros, and articles in the internal knowledge base.

• De-escalate situations involving frustrated or urgent customers.

• Participate in a shared weekend on-call rotation to provide support to restaurants outside regular weekday hours.

⛳️ Requirements

• Strong technical skills and the ability to convey complex issues in a simple and patient manner.

• Proven experience providing support to customers through email, live chat, and video platforms like Zoom.

• Genuine enthusiasm for support work and a commitment to solving customer challenges.

• Comfortable working with support metrics, including Time to First Response, resolution time, and CSAT.

• Experience collaborating with Product and Engineering teams, including the ability to write clear bug tickets.

• Highly organized and adept at managing a dynamic workload.

• Availability for occasional weekend shifts as part of an on-call rotation.

🏝️ Benefits

• Competitive market salary.

• Remote, full-time position.

• Independent contractor arrangement.

• Afternoon US schedule with shifts including a 1-hour lunch break.

• Start-up culture with a young team, promoting a no-ego, no-nonsense environment.