L1 Associate Technical Support Specialist

L1 Customer Support Representative

Mad Mobile is an AI-driven software development company headquartered in Tampa, FL, revolutionizing the restaurant and enterprise retail industries. Our innovative solutions empower businesses to enhance customer experience, streamline operations, and drive growth through cutting-edge technology. From mobile ordering and payments to advanced point-of-sale systems, our AI-driven approach helps industry leaders stay ahead in an ever-evolving digital world. As a fast-growing organization, we foster a collaborative, dynamic, and inclusive culture dedicated to delivering exceptional value to our clients and employees. Join us in shaping the future of restaurants, retail, and hospitality through intelligent, technology-driven innovation.

About the Role:

The L1 Customer Support Representative will play a vital role in providing superior customer support to CAKE product users. Reporting to the Customer Support Manager, you will be responsible for answering and documenting customer calls, resolving inquiries, and ensuring customer satisfaction. Success in this role will depend on your ability to deliver excellent service, demonstrate strong problem-solving skills, and collaborate effectively with the team.

Location: The role will be located at our Tampa HQ.

In this role, you will:

• Own the customer support process and ensure timely and effective resolution of customer inquiries.
• Define customer support protocols and procedures, maintaining a high level of professionalism and adherence to company policies.
• Develop a deep understanding of CAKE products and services to provide accurate and comprehensive support.
• Deliver exceptional customer service by actively listening to customers, providing relevant solutions, and maintaining a positive rapport.
• Communicate effectively with customers via phone, email, SMS, and Chat, offering product guidance, troubleshooting assistance, and alternative solutions.

We are looking for someone who has:

• Excellent written and verbal communication skills to engage effectively with customers.
• Strong problem-solving and deductive reasoning abilities to diagnose and resolve customer issues.
• The ability to document troubleshooting steps and solutions accurately.
• Demonstrated conflict resolution skills to handle challenging customer interactions.
• The ability to thrive in a fast-paced, service-oriented environment with high expectations.
• Strong collaboration skills to work effectively with the support team and other departments.

You may be a good fit if you have these additional skills and/or educational background:

• 1+ years of customer service experience in a phone call-center, chat/SMS customer communication environment, or front-of-house restaurant position.
• Experience in the hospitality industry (restaurants, hotels, or retail) in front-of-house operations.
• Knowledge of point-of-sale (POS) systems or other hospitality/retail technology.
• Familiarity with networking or technical troubleshooting.

Our core values:

Customer WE believe that our customers deserve the best from us every day.

Accountability WE take ownership and make things happen.

Teamwork WE win as a team and have fun doing it.

Innovation WE innovate, inspire, ignite the future!

Integrity WE are honest, ethical, and trustworthy.

What about the benefits you ask?

How about 100% company-paid benefits for medical, dental, and vision sound for our employees who choose our HDHP plan? Want to add your family? No problem we've got you covered at a highly discounted rate. Yup, we cover 90% of the family plan costs and we'll even start you off right by giving you a $1000 (prorated based on start date) for your HSA. We also have a very robust "buy-up" plan that is 60% covered by Mad Mobile. Not to mention our 401(k) and matching contribution (up to 4%, fully vested on day one). At Mad Mobile, we're not only building the next generation of in-store experiences we're also building the next generation of incredible teams.

EEOC Statement

Mad Mobile is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.