Customer Support Representative

As the Customer Support Representative at 7Shifts, you are a “people person”, love problem-solving, and can communicate effectively with a multitude of personality types. Your primary goal will be to make every experience an 11 for our customers by digging deep to help solve problems and/or answer questions they may have about our software and integrations. The Customer Support Representative will be simplifying team management for restaurants, one shift at a time. This is an opportunity for someone who wants to get in on the ground floor of a transforming industry and play a critical role in driving our continued success.

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, Sundays to Thursdays or  Tuesdays to Saturdays. 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:

• First point of contact with 7shifts customers via chat, email, and phone
• Assist 7shifts customers with basic product training
• Build and maintain relationships with new and existing customers
• Develop training materials and videos that help new customers use 7shifts to its fullest potential
• Identify new ways customers can benefit from the product, by understanding their business challenges and finding creative solutions to their problems
• Troubleshoot and problem solve issues with customers
• Identify and report software bugs
• Track support requests and identify commonly occurring problems
• Actively participate in team meetings

What you have:

• 1-2 years experience working in customer service, preferably in a support role with live phone and chat channels. 
• Very strong written and verbal communication skills. You’ll be the first point of contact for customers via three channels: email support, phone, and online chat. Being able to communicate clearly and effectively with customers to ensure their questions are addressed is key.
• Experience working (or interacting) with various web and mobile apps; you are considered “tech savvy”.
• Resourcefulness: the best solution might not be the most obvious one. You’ll use the tools at your disposal to find the best approach to solving problems.
• Attention to detail: you will troubleshoot potential issues that get reported, and work with our clients to reproduce them.
• Quick learner: You will be able to quickly learn the new features and product releases in order to assist customers with using them to their fullest potential.
• Ownership: You take ownership of contact with customers and ensure all necessary steps, investigation, troubleshooting, education, and communication are completed with both the customers and the applicable internal teams.
• Empathy: You are able to put yourself in someone’s shoes in order to understand our customers’ point of view and address their needs properly.
• Positivity: As the main point of contact for customers, you’ll become the voice of 7shifts. A positive tone will make you easy to talk to when working with customers.

It’d be even cooler if you had:

• Fluency in French
• Experience working in the restaurant industry
• Experience working in the Support function of a SaaS company
• Experience supporting a US Payroll software
• Knowledge of restaurant operations
• SaaS experience