Role Description

The Support Specialist is a frontline role supporting our Online Ordering product, specifically our Enterprise partners. Our customers are merchants, primarily restaurants, who rely on our platform to power their digital ordering experience. This role is responsible for resolving issues efficiently, maintaining high quality support interactions, and ensuring a reliable day to day experience for our merchants.

• Manage inbound support tickets across channels including chat, email, phone, and SMS.
• Troubleshoot and resolve customer issues end to end with clear communication and follow up.
• Escalate complex or high impact issues with complete context and proper documentation.
• Deliver high quality, empathetic, and efficient customer support in every interaction.
• Follow established workflows, processes, and quality standards consistently.
• Partner with teammates and cross functional teams to resolve issues when needed.
• Identify recurring issues and flag opportunities to improve workflows or documentation.

Qualifications

• 3+ years of experience in Customer Support or Operations within a SaaS, technology, or online platform environment.
• Strong written and verbal communication skills and can clearly explain issues and resolutions.
• Experience handling customer issues end to end, including troubleshooting and follow up.
• Comfortable managing multiple priorities in a fast paced, queue based environment.
• Demonstrate sound judgment in deciding when to resolve independently versus escalate.
• Experience handling escalations or frustrated customers with professionalism and empathy.
• Familiarity with ticketing platforms such as Intercom, Zendesk, or similar systems.
• Strong attention to detail and maintain clear and accurate case documentation.

Requirements

• Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.
• Base salary is localized according to employee work location.
• The national base pay range for this position within the United States, including Illinois and Colorado: $48,000 — $70,600 USD.

Benefits

• Comprehensive benefits package including a 401(k) plan with employer matching.
• 16 weeks of paid parental leave.
• Wellness benefits.
• Commuter benefits match.
• Paid time off and paid sick leave in compliance with applicable laws.
• Medical, dental, and vision benefits.
• 11 paid holidays.
• Disability and basic life insurance.
• Family-forming assistance.
• Mental health program.