Customer Support Representative at 7shifts

Position Overview

7shifts is a scheduling and payroll platform designed to help restaurant teams thrive. With an easy-to-use app and industry-specific solutions, 7shifts saves time, reduces errors, and helps keep costs in check for over 55,000 restaurants. Our mission is to simplify team management and improve performance for restaurants, with a long-term vision of creating a thriving restaurant industry through the power of connected & engaged teams.

As the Customer Support Representative at 7shifts, you’ll be a key driver of the satisfaction and retention of our customers by helping them unlock the full value of our platform. As the first point of contact for customers via chat, email, and phone, you’ll provide personalized, empathetic, and solution-focused support and serve as a key contributor to the success of 7shifts.

We’re building an inclusive work environment that is representative of the diverse industry we have the pleasure of serving and encourage candidates from all backgrounds to apply.

We currently offer two different shifts during the week, Sunday to Thursday and Tuesday-Saturday. Please note that the working schedule is subject to change depending on business needs. If a change is needed, there will be adequate notice and communication.

Responsibilities

• Act as the first point of contact with 7shifts customers via chat, email, and phone channels to effectively troubleshoot and problem-solve concerns.
• Educate customers on basic product training, including developing training materials and videos that help new customers use 7shifts to its fullest potential.
• Identify new ways customers can benefit from the product, understand their business challenges, and find creative solutions to their problems.
• Proactively track requests and commonly occurring issues, identifying and reporting software bugs to the appropriate teams.
• Collaborate closely with the Support team by actively participating in team meetings and discussions.

Requirements

• 1-2 years of experience in a technical customer support role (or similar).
• Strong written and verbal communication skills - you will be the first point of contact for customers and being able to communicate clearly and effectively address customer questions and concerns is key.
• Experience working or interacting with various web and mobile apps with the ability to effectively troubleshoot customer issues.
• A resourceful and resilient approach to problem-solving, using available tools and keen attention to detail to find the best solutions.
• The ability to learn quickly and stay up to date on new features and product releases, adapting to current offerings to effectively assist customers.
• Curiosity to learn and tackle new challenges, with a commitment to owning customer interactions—ensuring thorough investigation, effective troubleshooting, clear communication, and proactive education for both customers and internal teams.
• The ability to understand the customers’ perspective and address their needs with empathy and efficiency.

Preferred Qualifications

• Experience working in the Support function of a SaaS company.
• Experience supporting a US Payroll software.
• Experience working in the restaurant industry.
• Fluency in Spanish or French.

Our Commitment to Our Shifties

• Opportunity: Our product is evolving in exciting ways, and we’re focused on delivering even more value to restaurants. This momentum creates real opportunities to learn and grow. Whether you’re honing your craft or exploring new paths, you’ll be supported and empowered to own your growth and impact a product shaping the future of the restaurant industry.
• Challenge: We’re tackling real problems in a fast-moving, complex industry. The work is scrappy and ambiguous, but meaningful. You’ll think critically, act with intention, and shape solutions that make a real difference for restaurant teams.
• Culture: We’re proud to be recognized among the best workplaces in North America. Guided by our mission and values, we foster a supportive and collaborative environment.