Customer Support Specialist

5 months 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 **Support Specialist **to give exceptional customer support and be 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 the Team Lead - Customer Support.

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

**What you will do**:
As a 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

While we are never perfect, we have aimed to build a process that fosters fairness and helps to minimize bias, this includes structured processes and interviews. Our goal is that everyone interviewed has a positive experience, regardless of the outcome.

**Stage**: Send us your resume and a note about how your story connects to ours. Feel free to focus on what you have learned rather than just a list of responsibilities. Tell us your story We’ll aim to tell you quickly if it is not the right fit so you are always informed.

**Stage**: This interview will be done remotely or in person at our downtown Toronto office. During this round you will have the opportunity to meet the hiring manager that you will directly report to.

**Stage**: The final interview will be done over a google meet call. You will meet with our Director of Strategy & Operations, come with questions

**Want to learn more? Keep Reading**

We are a mission-driven team and have a big vision to revolutionize the service industry. While on that journey, we recognize that building a startup is very hard. Turning vision into reality in a fast-growing environment takes superhuman efforts and is often one of the most difficult, yet rewarding, things one can do.

We do our best to ensure transparency during all stages of the interview process but we realize it's a lot of information to take in

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