Customer Support Representative

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 will play a key role in the satisfaction and retention of our customers by empowering them to use 7shifts to its full value, and growing their business by providing personalized and trusted support. As the first point of contact for customers via chat, email, and phone call, you will serve as a key contributor to the success of 7shifts as we continue to foster our vision of being the leading team management platform for restaurants. 

We’re not actively hiring for this role right now, but we hire for it often. If you’re interested, we encourage you to apply so we can keep you in mind for future openings. 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 are currently offering two different shifts during the week, Sunday to Thursday and Tuesday to 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.

What you’ll do:

• 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, understanding their business challenges and finding 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 

What you bring:

• Previous experience in a technical customer support role (or similar) for at least 1-2 years 
• 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
• Resilience and resourcefulness to use the tools at your disposal and find the best approach to solving problems, leveraging strong attention to detail
• The ability to learn quickly to stay up to date on new features and product releases, and to adapt to current offerings to effectively assist customers
• Curious to learn new things and take on new challenges, taking ownership of contact with customers and ensuring all necessary steps, investigation, troubleshooting, education, and communication are completed with both the customers and the applicable internal teams
• The ability to put yourself in the customers’ shoes to fully understand their point of view and address their needs 

It’d be even cooler if you had:

• 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