Customer Support Specialist

Job Description

Job Description

Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.

Customer Support Specialists at Tripleseat serve as the first point of contact for customers navigating our event management platform. In this role, you will resolve product inquiries, troubleshoot technical issues, and guide customers toward success with confidence and care. You will be responsible for providing top-tier support across multiple channels, including emails, live chat, inbound phone calls, and Zoom sessions.You will play a meaningful part in shaping the customer experience and contributing to a support team that values responsiveness, empathy, and continuous improvement. As a key liaison between customers and internal teams, you will ensure that escalated issues are resolved promptly and professionally.

This position has a hybrid work scheduled based out of our Concord, MA office. This position is open to candidates eligible to work in the United States. Additional travel may be required for meetings, company events, and training.

What You'll Own

• Respond to inbound customer inquiries via chat, email, Zoom and phone, delivering timely and accurate resolutions

• Troubleshoot product issues, identify root causes, and provide clear, effective solutions to customers

• Maintain thorough documentation of customer interactions and outcomes within support platforms

• Collaborate with cross-functional teams including Tier 2 Support, Account Management, Finance etc. to escalate and resolve complex issues

• Contribute to and maintain internal knowledge base resources to improve team efficiency and response consistency

• Participate in onboarding and training initiatives, including hosting webinars or educational sessions for customers

• Monitor and manage multiple open cases simultaneously, prioritizing based on urgency and customer impact

• Assist in onboarding and training new Support Specialists, helping them become effective team contributors.

• Other related duties as assigned

What You'll Bring

• 1-2 years of customer service experience required

• Strong written and verbal communication skills, as well as interpersonal skills

• Demonstrated ability to troubleshoot issues and provide effective solutions

• Strong ability to empathize with customers, along with resourcefulness, patience, and a drive to ensure customer success

• Ability to manage multiple workflows simultaneously while maintaining a positive attitude in a fast-paced environment

• Ability to work efficiently both within a team and independently

• Comfort working with web-based software tools such as Zendesk, Slack, Guru, Zoom, Salesforce, and Google Suite

• Experience in the hospitality industry is highly preferred, as it provides valuable context for customer interactions

• Experience creating and hosting webinars or educational sessions

• Tripleseat experience is preferred

Salary Range: $50,000.00 to $55,000.00 annually

Compensation is based on a variety of factors, including relevant experience, skill set, geographic location, and alignment with our internal compensation framework. This role is also eligible for additional benefits and incentives.

Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind our success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Benefits are subject to change and may vary based on role and location. Here are some of the awesome benefits that Tripleseat offers to its employees:

* Competitive Medical, Dental, and Vision Insurance

* Company Paid Life Insurance, Short- and Long-Term Disability Plans

* Supplemental Insurance Options

* Commuter Benefits

* 401(k) with Company Match

* Parental Leave

* Flexible Paid Time Off

* LinkedIn Learning Access

* Pet Insurance

* Employee Discount Programs

We are proud to be an equal-opportunity employer and do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. Everyone Valued - Everyone Included.