Customer Support Specialist

2 days ago

Toronto, Canada ResQ Full time

**ResQ **was founded with the belief that restaurant operators and service providers should have a much better way to operate their businesses. As a first step towards our mission, we have built a SaaS-enabled marketplace that helps fast-growing restaurants manage their repairs and maintenance, empowering them to focus on their customers.

Repair and maintenance is the heartbeat of any restaurant's operations, yet the existing management methods are complex, expensive, and time-consuming. With ResQ, restaurants can simply get connected to qualified service providers, submit jobs, track progress, and pay, all in one place.

We are trusted by the world's leading restaurant brands and are venture-backed by top-tier global VCs - and we are just getting started

Hello Future ResQer

ResQ is looking for a **Customer Support Specialist **to give exceptional customer support and the first point of contact to our customers. We are looking for someone who thrives off giving great customer service, has strong communication skills, and takes extreme ownership in everything they do. This role reports directly to Melissa Pallarca, Customer Experience Manager

We understand that joining a team is one of the most important choices you make, and adding a team member is one of the most important choices we'll make. We want you to get to know us, and we want to understand how you approach problems, learn, and what motivates you.

We thrive on being transparent and we know working in Customer Support requires a certain discipline, so we have included some questions to ask yourself to help you choose if this role is right for you at this specific time (if not, then let's connect later):.

Are you nodding your head with excitement at the idea of:

- Building strong relationships with customers and providing high-quality customer service
- Consistently ensuring you are communicating with customers in a timely manner
- Assessing all requests and ensuring you are providing urgency when needed
- Providing solutions for customers and ensuring you take extreme ownership in all requests

If all of that makes your heart sing then we'd love for you to watch a video where Amanda, Talent Manager and Steve, Head of Marketplace Operations brief you with some more insight into the role.

**What you will do**:
As a Customer Support Specialist at ResQ, you will work closely with multiple departments across ResQ, have a winning attitude, and enjoy the challenges of working in an early stage startup.

You will also make an impact in the following areas:

- **Exceptional customer support**: As the first point of contact to our restaurant customers, you will greet them with the appropriate empathy/voice, solutions-focused attitude, client over-communication, and proactively identifying and solving customer issues. You will actively seek ways to utilize and market new product features to enhance the customer experience
- **Relentless reliability and administrative accuracy**: including consistent and timely communication to all customers, systematic documentation, notes, and internal accountability
- **Relationship Building**: You will be an ambassador for the Customer Experience team with other business units, bridging relationships and helping other units understand how to best work with, or on behalf of, the Customer Experience team.

**Who you are**:

- 1+ years of experience providing high-quality customer service
- You are a natural problem solver and analytical thinker
- You can handle multiple priorities at one time with ease
- You take Extreme Ownership in everything you do - it's one of our core operating principles
- You value collaboration and strive to build relationships with your team members
- You are not shy or afraid to take on new challenges, in fact, you find yourself looking for them

**Where we work**:
At ResQ, we have always fostered an office-first culture which allows us to enjoy face-to-face team collaboration several times a week. We understand that having a flexible schedule does have its benefits as well, which is why we ask employees from the GTA to come into our downtown Toronto office 3 days per week and choose your location the other two days (it's really the best of both worlds). Our CEO, KJ, explains why this is the right plan for ResQ: "It enables purpose, through presence and proximity. It is not simply to improve productivity; we know each of our team members is incredibly smart and can be equally, or more productive, from home, but the additive effect of people building personal bonds, innovating together, collaborating cross-functionally, learning and doing things together is, at least for us, much harder to replicate to its fullest extent remotely. For our stage, where we are still a small knit team of ~100 people, feeding off people's energy and learning from team members in the same setting, can give us superpowers. It is intentional and it is needed for our business to build this level of 'togetherne

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