Customer Support Specialist

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Core Areas: Customer Support, Technical Troubleshooting, Support Queue Management, Bug Reporting, Product & Engineering Escalation, Knowledge Base Documentation, Support Metrics, Customer De-escalation

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

Schedule: Includes occasional weekend shifts as part of a shared on-call rotation

About the Role

This Customer Support Specialist role provides frontline support to restaurant staff and owners through email, live chat, and Zoom. The position owns customer issues from initial contact through resolution, including technical troubleshooting, queue prioritization, customer de-escalation, and detailed escalation of product bugs to Product and Engineering.

The role also contributes to support operations by monitoring response and resolution metrics, identifying recurring issues, and maintaining help documentation, macros, and internal knowledge base content. Strong technical aptitude, clear customer communication, organization, and the ability to manage a dynamic workload are central to success.

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.
• Break down technical or complex product issues into clear, patient, and practical explanations for non-technical restaurant staff and owners.
• Own the support queue and dynamically prioritize customer requests throughout the day to meet response and resolution targets, including Time to First Response.
• Prepare clear, organized, and detailed bug reports and feature feedback for Product and Engineering, including the information needed to investigate customer issues effectively.
• Follow escalated issues through resolution rather than treating escalation as the end of ownership.
• Recognize patterns across recurring customer issues and proactively flag trends that may require broader attention.
• Create, update, and maintain help documentation, macros, and internal knowledge base articles to reduce repeat questions and improve resolution efficiency.
• Remain calm and effective when supporting frustrated customers or handling urgent issues, using appropriate de-escalation when needed.
• Participate in a shared weekend on-call rotation to support customer demand that occurs outside standard weekday hours.

Qualifications

Required Experience

• Experience providing customer support through email, live chat, and video platforms such as Zoom.
• Experience working with Product and Engineering teams, including preparing clear and actionable bug tickets.
• Experience using customer support metrics such as Time to First Response, resolution time, and CSAT to prioritize and guide daily work.

Required Skills

• Strong technical aptitude with the ability to understand complex product issues and explain them simply and patiently to non-technical customers.
• Strong problem-solving skills and genuine motivation to resolve customer issues rather than simply close tickets.
• Ability to organize and prioritize a dynamic support workload while maintaining response and resolution targets.
• Ability to communicate effectively with customers experiencing urgent or frustrating issues and de-escalate situations when necessary.
• Ability to document bugs and product feedback clearly enough to support effective investigation by Product and Engineering.
• Availability to work occasional weekend shifts as part of a shared on-call rotation.