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Customer Support Specialist
2 months ago
About 7shifts
7shifts is a leading team management software platform designed for the restaurant industry. Our mission is to simplify team management and improve performance for restaurants, with a long-term vision of elevating what restaurant teams can achieve together.
About the Role
We are seeking a highly skilled Customer Support Specialist to join our team. As a key member of our support function, you will play a critical role in ensuring our customers receive exceptional support and achieve their business goals.
Key Responsibilities
- Act as the first point of contact with 7shifts customers via various channels to effectively troubleshoot and problem-solve concerns
- Educate customers on basic product training, including developing training materials and videos that help new customers use 7shifts to its fullest potential
- Identify new ways customers can benefit from the product, understanding their business challenges and finding creative solutions to their problems
- Proactively track requests and commonly occurring issues, identifying and reporting software bugs to the appropriate teams
- Collaborate closely with the Support team by actively participating in team meetings and discussions
Requirements
- Previous experience in a technical customer support role (or similar) for at least 1-2 years
- Strong written and verbal communication skills - you will be the first point of contact for customers and being able to communicate clearly and effectively address customer questions and concerns is key
- Experience working or interacting with various web and mobile apps with the ability to effectively troubleshoot customer issues
- Resilience and resourcefulness to use the tools at your disposal and find the best approach to solving problems, leveraging strong attention to detail
- The ability to learn quickly in order to stay up to date on new features and product releases, adapting to current offerings to effectively assist customers
- Curiosity to learn new things and take on new challenges, taking 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
- The ability to put yourself in the customers' shoes to fully understand their point of view and address their needs
Preferred Qualifications
- Experience working in the Support function of a SaaS company
- Experience supporting a US Payroll software
- Experience working in the restaurant industry
- Fluency in Spanish or French
What We Offer
- Opportunity: It's an exciting time to work at 7shifts—our product is evolving and our team is scaling quickly. Scale like this offers many unique learning opportunities in a short period of time, accelerating the professional growth of our team members
- Challenge: We're tackling real problems for restaurant owners and we're just getting started. Working at 7shifts means playing a key role in solving those problems and elevating an entire industry
- Culture: There's a reason we're one of the best workplaces in North America We value integrity, adaptability, and collaboration in an environment that moves quickly to drive incredible impact
- Equity: Equity in a Series C, VC-backed SaaS company—enabling every team member to be an owner of their future success
- Health and Wellness: Competitive health benefits right from the start, lifestyle spending accounts, access to corporate discounts, and a parental leave program that supports caregivers during an important time in their lives
- Flexibility: Our team is intentional around how and where we work—whether that's remotely, in person at our Toronto and Saskatoon offices, or a mix of both. Plus, we offer a flexible vacation policy to encourage everyone to recharge when they need it. Oh, and a '90 Day Shift' program that supports our team members in exploring the world
- Support: We set our team members up for success with the latest Apple technology, a home office setup, and some fun 7shifts swag to make it official Plus, we take professional growth seriously and support this through coaching, IDPs, peer and leader feedback, internal promotions, and more
