You will play a key role in ensuring customer success by providing clear, efficient support for a cloud-based operations platform used by restaurant teams. Your primary responsibility is to understand user questions, diagnose issues, and guide customers to effective solutions using tickets, live chat, and outbound calls.
What You’ll Do
- Respond to customer inquiries through multiple channels, including chat, phone, and support tickets
- Ask focused questions to quickly identify the root of user challenges
- Walk users through platform workflows and recommended practices
- Use internal tools and documentation to resolve common issues
- Escalate technical or complex cases with detailed context for faster resolution
- Maintain ownership of your ticket queue while meeting response and quality benchmarks
- Contribute to improving help resources by identifying patterns in user questions
- Adapt to rotating chat coverage and shifting priorities in a fast-paced environment
- Communicate proactively with team leads about availability, especially when supporting across time zones
What We’re Looking For
- At least one year of experience in customer-facing support, preferably in SaaS
- Strong written and spoken English skills
- High accuracy when documenting issues and following procedures
- Ability to stay calm and focused under pressure
- Proficiency with Excel, including filtering data and using basic formulas
- Familiarity with ticketing systems and support workflows
- Commitment to learning new platforms and adapting to evolving processes
- Reliable attendance and clear communication about schedule changes
Nice to Have
- Background supporting business software such as ERP, accounting, or inventory systems
- Experience working in or with restaurant operations
- Degree in business, finance, or a related field
This hybrid role offers flexibility for remote or in-office work, with support responsibilities spanning multiple time zones. You’ll receive health, dental, and vision coverage, life insurance, mental wellness resources, a monthly meal allowance, and a stipend for internet and electricity. The monthly salary range is 18,400–27,600 MXN.
