Customer Support Representative

Position Overview

• Location Type: Not specified
• Job Type: Not specified
• Salary: Not specified

7shifts is an all-in-one team management software platform designed for the restaurant industry, used by over 50,000 restaurants and 1 in 10 restaurant workers across North America. Our mission is to simplify Team Management and improve performance for restaurants, with a long-term vision of elevating what restaurant teams can achieve together.

As the Customer Support Representative at 7shifts, you will be a key player in ensuring customer satisfaction and retention by empowering them to maximize the value of 7shifts and grow their business through personalized and trusted support. As the initial point of contact for customers via chat, email, and phone, you will significantly contribute to 7shifts' success in becoming the leading team management platform for restaurants.

We are committed to building an inclusive work environment that reflects the diversity of the industry we serve and encourage applications from all backgrounds.

We currently offer two shift options: Sunday to Thursday and Tuesday to Saturday. Please note that the working schedule may be subject to change based on business needs, with adequate notice and communication provided for any adjustments.

Responsibilities

• Act as the first point of contact for 7shifts customers via chat, email, and phone channels to effectively troubleshoot and resolve concerns.
• Educate customers on basic product usage, including developing training materials and videos to help new customers utilize 7shifts to its fullest potential.
• Identify opportunities for customers to benefit further from the product by understanding their business challenges and finding creative solutions.
• Proactively track requests and recurring 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

• Minimum 1-2 years of previous experience in a technical customer support role or a similar capacity.
• Strong written and verbal communication skills, essential for clear and effective customer interaction.
• Experience working with or interacting with various web and mobile applications, with the ability to effectively troubleshoot customer issues.
• Resilience and resourcefulness to utilize available tools, solve problems effectively, and demonstrate strong attention to detail.
• Ability to learn quickly to stay updated on new features and product releases, adapting to current offerings to provide effective customer assistance.
• Curiosity to learn new things and take on new challenges, taking ownership of customer interactions and ensuring all necessary steps, investigations, troubleshooting, education, and communication are completed with both customers and internal teams.
• Empathy to understand customer perspectives and address their needs effectively.

Preferred Qualifications

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

Our Commitment to Our Team Members

• Opportunity: Join 7shifts during an exciting growth phase with evolving products and a rapidly scaling team, offering numerous unique learning opportunities that accelerate professional growth.
• Challenge: Contribute to solving real problems for restaurant owners and play a key role in elevating the entire industry.
• Culture: Be part of one of North America's best workplaces, where we value... [Content truncated]