The Customer Support Representative is the first human connection for restaurant owners and guests using Owner.com, delivering empathetic and professional support across high-volume channels. At Owner.com, we’re building a global platform for independent restaurants, and this role is central to ensuring trust, satisfaction, and seamless experiences in a fast-moving, performance-driven environment.
What You'll Do
- Consistently deliver a hospitality-driven, empathetic call and message tone that reflects Owner’s standards for care, professionalism, and respect, even in high-pressure or emotionally charged situations
- Deliver timely, accurate, and empathetic support across a high volume of inbound phone calls, as well as some chats and emails from restaurant owners and their guests
- Effectively manage multiple concurrent conversations and tasks, maintaining strong organization, prioritization, and follow-through across all workstreams
- Take ownership of complex or high-priority issues, using structured problem-solving, sound judgment, and clear communication to drive resolution
- Consistently meet or exceed a 90%+ customer satisfaction score while maintaining quality and accuracy
- Document customer interactions clearly and thoroughly in Salesforce to ensure continuity, visibility, and accountability
- Collaborate closely with teammates in Slack to provide consistent, high-quality support and a strong team experience
- Share knowledge, feedback, and best practices that raise the bar for the entire support team
- Identify patterns and recurring issues, and surface insights that help improve tools, processes, and documentation for customers and internal teams
What We're Looking For
- 3-5+ years of customer support or customer service experience, ideally in a B2B SaaS, technology, e-commerce, internet, or software-driven environment
- Proven success in a high-volume, fast-paced support role with clear performance expectations
- Fluency in Spanish and English (C1/C2), with strong written and verbal communication skills in both languages
- Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment
- Demonstrated ability to support teammates through mentoring, training, or serving as a subject-matter expert
- Experience working in a CRM environment (Salesforce preferred), and familiarity with telephony systems such as Intercom, TalkDesk, or similar tools
- Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure
- Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations
- A reliable home workspace with stable, high-speed internet and minimal background noise
Nice to Have
- Background in hospitality, restaurants, retail, or other high-volume, customer-facing service environments
- Experience supporting restaurant owners, small business owners, or hospitality-focused businesses
- Familiarity with support metrics such as CSAT, QA, FCR, and SLAs
- Experience working on a remote or distributed team and collaborating across time zones
Technical Stack
- Salesforce
- Intercom
- TalkDesk
- Slack
Team & Environment
The support team is part of a remote-first, global company with teammates distributed worldwide. The team operates in a fast-moving, customer-first culture with a high bar for quality, accountability, and judgment. Collaboration happens primarily through digital channels, with a sales hub based in Toronto. The team size is in the low hundreds.
Benefits & Compensation
- Comprehensive health coverage
- Remote work
- WFH Stipend
- Unlimited PTO
- Extra fun perks
Compensation: Local equivalent to $20,000 USD per year ($1666 USD/month)
Work Mode
Full-time role based in Mexico. Shifts occur between 7:00 AM – 4:00 PM or 11:00 AM – 8:00 PM PST. Weekend availability and flexibility to work both morning and evening shifts are required.
Owner.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of background or identity.
