Customer Support Specialist

Remote (United States)

Job Details

Employment Type: Full-Time

Compensation: $70,000–$77,000 per year

Additional Compensation: Eligible for equity awards and benefits

Position Overview

This Customer Support Specialist role is responsible for providing responsive, high-quality support to customers across email, live chat, and Zoom. You will own frontline customer issues, explain technical or complex product questions in clear language, manage a dynamic support queue, and work closely with Product and Engineering when problems require deeper investigation.

The role is well suited to someone who enjoys solving problems, helping customers, and taking ownership of issues through resolution. It also includes maintaining support documentation, identifying recurring issue patterns, and contributing to improvements that make support more efficient over time.

What You’ll Do

• Respond to customer questions and issues through email, live chat, and Zoom, resolving as much as possible during the first interaction.
• Explain technical or complex product issues clearly and patiently to non-technical restaurant staff and owners.
• Own and manage your support queue throughout the day, adjusting priorities as needed to meet response and resolution targets, including Time to First Response.
• Create clear, organized, and detailed bug reports and feature feedback for Product and Engineering.
• Follow up on escalated issues until they are fully resolved.
• Identify patterns in recurring customer issues and proactively flag trends instead of treating each ticket as an isolated case.
• Contribute to and maintain help documentation, macros, and internal knowledge base articles to reduce repeat questions and improve support efficiency.
• Stay calm and effective when working with frustrated or urgent customers and de-escalate situations when necessary.
• Participate in a shared weekend on-call rotation to support customers during periods of higher weekend support volume.

Qualifications

• Strong technical aptitude with the ability to explain complex issues in simple, clear, and patient language.
• Experience supporting customers through email, live chat, and video platforms such as Zoom.
• Strong interest in customer support work and a genuine motivation to solve problems and help people.
• Comfort working with customer support metrics, including Time to First Response, resolution time, and CSAT.
• Ability to use support metrics to prioritize work and manage daily responsibilities.
• Experience collaborating with Product and Engineering teams.
• Ability to write clear, actionable bug tickets with enough detail for technical teams to investigate effectively.
• Strong organizational skills and the ability to manage a changing workload throughout the day.
• Availability to work occasional weekend shifts as part of a shared on-call rotation.

Why This Role Stands Out

• Join a fast-growing organization serving the restaurant technology space.
• Work in an environment where individual contributions can directly affect customer success and product improvement.
• Collaborate with experienced teammates and managers who support professional growth and development.
• Work in a remote-first environment with a fully distributed team and no onsite requirement.
• Receive competitive compensation, equity eligibility, benefits, and opportunities for meaningful ownership.