Customer Support Specialist

#### About the role

We are seeking an empathetic, highly responsive, and solutions-oriented Customer Support Specialist to join our Operations department. In this fast-paced, front-line role, you will be the voice and face of our platform, directly interacting with consumer users and restaurant partners to ensure an outstanding service experience. Reporting directly to our Operations Manager, you will own incoming communication queues, troubleshooting a wide range of real-time challenges from order delivery logistics and platform glitches to payment discrepancies and profile setup questions.

The ideal candidate possesses exceptional emotional intelligence, a natural gift for calming frustrated users, and a proactive drive to solve problems efficiently while maintaining strict internal metrics.

Key Responsibilities:

• Queue Management & Multi-Channel Support: Monitor, prioritize, and resolve a high volume of incoming support tickets, live chats, and email inquiries with rapid response times and high accuracy.

• Real-Time Troubleshooting: Diagnose and resolve customer-facing platform bugs, payment discrepancies, or app access issues, effectively guiding users through step-by-step technical fixes.

• Restaurant Partner Liaison: Assist restaurant managers with live order adjustments, dashboard updates, and immediate printing or operational errors to prevent service delivery interruptions.

• Internal Issue Escalation: Investigate complex issues thoroughly, documenting technical anomalies cleanly and routing validated platform bugs up to our Engineering and Product departments.

• Support Documentation & Feedback: Contribute to our customer-facing knowledge base by writing helpful articles, while compiling common user feature requests to share directly with our Product team.

#### What we look for

• 2 to 4 years of dedicated experience in customer support, technical helpdesks, or client service management, preferably within a remote-first software, B2B SaaS, or digital marketplace company.

• Mastery of modern customer service platforms and workflow ticketing suites, showing high proficiency in tools such as Zendesk, Intercom, Help Scout, or HubSpot Service Hub.

• Outstanding written communication talents, with a native ability to craft clear, professional, concise, and highly empathetic responses under tight time constraints.

• Excellent logical problem-solving abilities and a strong technical baseline, allowing you to easily test web/mobile application environments and interpret system error logs.

• Exceptional schedule flexibility and reliability, with the willingness to work a structured rotational shift schedule (which may include occasional evenings or weekend coverage) to support our active users.