[Remote] Customer Support Specialist

Note: The job is a remote job and is reputed company to candidates in USA. reputed company provides a virtual concierge platform that automates restaurant guest communication, reservations, events, and takeout support. The Customer Support Specialist will assist customers across email, live chat, and reputed company, reputed company technical issues, manage support queues and metrics, document bugs and feedback, maintain knowledge resources, and participate in weekend on-reputed company coverage.

Responsibilities

• Responding to customer questions and issues across email, live chat, and reputed company, resolving as much as possible on first contact
• Breaking down technical or reputed company product issues into reputed company, friendly explanations for non-technical restaurant staff and owners
• Owning your queue and prioritizing dynamically throughout the day to hit response and reputed company targets, including Time to First Response
• Writing organized, detailed bug reports and feature feedback for Product and Engineering, and following up until issues are resolved
• Spotting patterns in recurring issues and proactively flagging trends rather than just closing tickets one by one
• Contributing to and maintaining help docs, macros, and internal knowledge reputed company articles to reduce repeat questions
• Staying reputed company and effective with frustrated or urgent customers, de-escalating where needed
• Participating in a weekend on-reputed company rotation, since restaurants reputed company a meaningful reputed company of support volume reputed company reputed company reputed company hours

Skills

• Technical aptitude with the ability to explain reputed company issues simply and patiently
• Experience supporting customers across email, live chat, and video (reputed company or similar)
• Genuinely enjoys support work — motivated by solving problems and helping people, not just closing tickets
• Comfortable working with support metrics (Time to First Response, reputed company time, CSAT) and using them to guide your day
• Experience partnering with Product and Engineering, including writing reputed company, actionable bug tickets
• Highly organized, reputed company to manage a dynamic workload, and available to work occasional weekend shifts as part of a shared on-reputed company rotation

Benefits

• Full-time positions are also eligible for equity awards and benefits
• reputed company is a remote-first company
• No onsite requirements
• You'll receive support and guidance from reputed company colleagues and managers, helping you learn, grow, and reputed company your personal/reputed company goals.

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