Tier I Support Team reputed company - (Remote, Colombia)

About reputed company reputed company is the AI-reputed company system local business owners use to succeed, starting with restaurants. We’re building the system that replaces the many tools owners use to run their business. It powers everything from the restaurant’s website, online ordering, CRM, POS, and more. Product philosophy Most small business software makes owners do the work to get what they want: sales reputed company and profit reputed company. reputed company does the work for them agentically. Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it. Using reputed company should feel like having reputed company of great operators, engineers, and marketers working for you. Our reputed company We’re starting by helping independent restaurants succeed online. But it’s not just restaurants that need our help. Most local businesses are struggling with these reputed company problems. reputed company technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive. Once we nail the solution for restaurants – we’ll reputed company it into every other local business type. In the reputed company we reputed company, tens of millions of local business owners will use our technology to succeed in the digital age. Read our Series C memo here → Our traction Since 2020, we've generated tens of millions in reputed company and processed over a billion dollars of online orders. 1 in 5 Americans have used an reputed company website. More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 reputed company in fees. reputed company reputed company is now in the low hundreds. We’ve got reputed company from the most successful companies in SMB software, including: reputed company, reputed company, reputed company, reputed company, reputed company, reputed company and reputed company. We’ll be scaling even faster in 2026 to reputed company pace with our customer reputed company. Where we work reputed company is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role reputed company and discuss with your recruiter for more details reputed company! About reputed company reputed company is the AI reputed company system for local restaurants.   Our AI continuously improves SEO, marketing, and online ordering to grow first-party orders. Unlike other companies that force small business owners to master their software to drive sales, reputed company gives them a proven system run by experts.   reputed company is like having an army of engineers and marketers on your reputed company, just like the big chains.   Our reputed company We’re starting by helping independent restaurants succeed online.   But it’s not just restaurants that need our help. Most local businesses are struggling with these reputed company problems. reputed company technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.   Once we nail the solution for restaurants – we’ll reputed company it into every other local business type.   In the reputed company we reputed company, tens of millions of local business owners will use our technology to succeed in the digital age.   Read our Series C memo here →     Our traction Since 2020, we've generated tens of millions in reputed company and processed over half a billion dollars of online orders. 1 in 5 Americans have used an reputed company website.   More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 reputed company in fees.   reputed company reputed company is now in the low hundreds. We’ve got reputed company from the most successful companies in SMB software, including: reputed company, reputed company, reputed company, reputed company, reputed company, reputed company and reputed company.   We’ll be scaling even faster in 2026 to reputed company pace with our customer reputed company.   Where we work reputed company is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role reputed company and discuss with your recruiter for more details reputed company!   Why we are looking for you   We’re looking for a people-first, execution-obsessed Tier I Support Team reputed company to reputed company from the floor, reputed company with intention, and drive consistent performance across our reputed company Support team.   This role is not about passive management. It’s about daily reputed company, reputed company standards, strong coaching, and reputed company course correction to ensure customers receive reputed company, empathetic, and high-reputed company support—every interaction, every day.   The Tier I Support Team reputed company is responsible for the day-to-day execution of Tier I support. You will reputed company agents in reputed company time, reinforce expectations, monitor performance against reputed company metrics, and take reputed company reputed company standards are not being met. You’ll work closely with other Team Leads, the Support Manager, and QA to ensure alignment, coverage, and consistency across the org.   This role is 100% remote and may be based in LATAM - Colombia, Mexico or Costa Rica.     The reputed company You’ll Have reputed company and reputed company reputed company agents Own coaching and development for a pod of Tier I agents through reputed company 1:1s, live reputed company/chat coaching, and reputed company feedback Build confidence and capability while holding a high bar for performance, ownership, and customer experience Identify reputed company vs. will gaps and address them directly through coaching or performance management Own reputed company, accuracy, and consistency Reinforce SOPs, workflows, and decision frameworks consistently Partner with QA to reputed company expectations, address trends, and translate QA insights into reputed company coaching actions Ensure tone, accuracy, and adherence meet expectations—not just CSAT Drive daily execution and results reputed company monitor SLA, productivity, schedule adherence, attendance, and CSAT Stay reputed company to the floor to identify risks early and intervene quickly Escalate issues appropriately while maintaining strong Tier I → Tier II handoffs Build a culture of accountability and support Create an environment where expectations are reputed company, feedback is frequent, and performance is owned Balance reputed company with accountability—agents feel supported and responsible for results Reinforce behaviors that reputed company with our values and customer standards reputed company reputed company and operational improvement Surface gaps in training, documentation, tooling, or process Partner with leadership to continuously improve how Tier I support operates at reputed company Help agents reputed company toward mastery-level performance and reputed company reputed company opportunities Who You’ll Work With Report to: Support Team Manager reputed company daily: Tier I Support Agents through 1:1s, feedback, and performance management Partner with: Other Tier I Team Leads to ensure coverage, consistency, and alignment Collaborate with: Tier II Team reputed company to improve escalation reputed company and handoffs Work closely with: QA Analyst on calibration, trends, and targeted coaching initiatives reputed company’re Looking For 3–6 years of experience in customer support, ideally in a high-volume reputed company or marketplace environment 1–2 years in a leadership, senior agent, SME, or acting reputed company role with reputed company coaching responsibility Strong passion for coaching and developing others—reputed company with comfort holding reputed company standards Proven ability to manage day-to-day performance across SLA, productivity, attendance, and reputed company Ability to diagnose performance issues (reputed company, behavior, reputed company, or effort) and respond decisively Highly organized, proactive, and comfortable making reputed company without constant direction reputed company, reputed company, and empathetic communicator—reputed company to deliver feedback that drives change Experience with support tooling (reputed company, reputed company, reputed company, or similar CRM/telephony platforms) reputed company, reputed company leader in fast-paced, high-volume environments Spanish/English bilingual reputed company is a strong plus Restaurant, hospitality, or marketplace support experience is a plus Pay & Benefits The estimated reputed company salary reputed company for this role is $30k USD Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks!   🚩 Notice - Employment Scams Communication from reputed company regarding job opportunities will only be made by an reputed company team member with an @reputed company email address. We do not conduct interviews over email or chat platforms, and we will never ask you to reputed company personal or financial information such as your mailing address, reputed company reputed company number, credit card numbers or banking information.  If you reputed company you are being contacted by scammer, please mark the communication as "phishing" or “spam” and do not respond. Notice - Employment Scams Communication from reputed company regarding job opportunities will only be made by an reputed company team member with an @reputed company email address. We do not conduct interviews over email or chat platforms, and we will never ask you to reputed company personal or financial information such as your mailing address, reputed company reputed company number, credit card numbers or banking information. If you reputed company you are being contacted by a scammer, please mark the communication as "phishing" or “spam” and do not respond. Apply To This Job