Customer Support Specialist

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

📋 Description

• Address customer inquiries and concerns through email, live chat, and Zoom.

• Resolve issues at first contact whenever possible.

• Clearly articulate technical or complex product concerns to non-technical restaurant staff and owners.

• Take ownership of and dynamically prioritize the support queue to achieve response and resolution targets, including Time to First Response.

• Compose well-structured, detailed bug reports and feature feedback for the Product and Engineering teams.

• Follow up on reported issues until they are fully resolved.

• Detect patterns in recurring issues and proactively highlight trends.

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

• De-escalate situations involving frustrated or urgent customers.

• Participate in a weekend on-call rotation.

⛳️ Requirements

• Possess technical aptitude and the ability to explain complex issues in a simple and patient manner.

• Experience providing support to customers via email, live chat, and video platforms like Zoom.

• A genuine interest in support work and a passion for helping others resolve problems.

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

• Experience collaborating with Product and Engineering teams and creating clear, actionable bug tickets.

• Highly organized with the ability to manage a dynamic workload effectively.

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

🏝️ Benefits

• Equity awards.

• Comprehensive benefits.

• A collaborative environment with support and mentorship from experienced colleagues and managers.

• Opportunities for learning, growth, and personal/professional development.

• The chance to make a significant impact on a rapidly growing team.