Customer Support Representative

• Respond to customer questions and issues across email, live chat, and Zoom, resolving as much as possible on first contact
• Translate complex product issues into clear, friendly explanations for non-technical restaurant owners and staff
• Prioritize the support queue dynamically to meet response targets such as Time to First Response
• Write organized, actionable bug reports and feature feedback for Product and Engineering, and follow up until resolution
• Identify recurring issue patterns and proactively flag trends
• Contribute to and maintain help documents, macros, and internal knowledge base articles
• De-escalate frustrated or urgent customers
• Participate in a shared weekend on-call rotation to support restaurants outside standard weekday hours

• Strong technical aptitude and ability to explain complex issues simply and patiently
• Proven experience supporting customers across email, live chat, and video platforms such as Zoom
• Genuine motivation for support work and solving customer problems
• Comfortable working with support metrics including Time to First Response, resolution time, and CSAT
• Experience partnering with Product and Engineering teams, including writing clear bug tickets
• Highly organized and capable of managing a dynamic workload
• Availability for occasional weekend shifts as part of an on-call rotation

• Fair market pay
• Remote, full-time job
• Independent contractor arrangement
• Afternoon US schedule in shifts with 1 hour of lunch break
• Start-up culture, young team, no egos, no BS