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Customer Support Representative

8 hours ago

Toronto, Ontario, Canada 7shifts Full time

7shifts is a scheduling and payroll platform designed to help restaurant teams thrive. With an easy-to-use app and industry-specific solutions, 7shifts saves time, reduces errors, and helps keep costs in check for over 55,000 restaurants. Our mission is to simplify team management and improve performance for restaurants, with a long-term vision of creating a thriving restaurant industry through the power of connected & engaged teams.

As the
Customer Support Representative
at 7shifts, you'll be a key driver of the satisfaction and retention of our customers by helping them unlock the full value of our platform. As the first point of contact for customers via chat, email, and phone, you'll provide personalized, empathetic, and solution-focused support and serve as a key contributor to the success of 7shifts.

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 currently offer two different shifts during the week, Sunday to Thursday and Tuesday-Saturday. 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:

  • Act as the first point of contact with 7shifts customers via chat, email, and phone 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, understand their business challenges, and find 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

What you bring:

  • 1-2 years of experience in a technical customer support role (or similar)
  • 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
  • A resourceful and resilient approach to problem-solving, using available tools and keen attention to detail to find the best solutions
  • The ability to learn quickly and stay up to date on new features and product releases, adapting to current offerings to effectively assist customers
  • Curiosity to learn and tackle new challenges, with a commitment to owning customer interactions—ensuring thorough investigation, effective troubleshooting, clear communication, and proactive education for both customers and internal teams
  • The ability to understand the customers' perspective and address their needs with empathy and efficiency

It'd be even cooler if you had:

  • 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

This role is an existing vacancy and is part of our current hiring plan.

Compensation

The base compensation range for this position is
CAD $50,000 - CAD $75,000
. This range reflects the full growth path for the role, from building core skills to accomplished performance, through to role mastery. For this role, we typically target the
building core skills
level when hiring externally. At this level, individuals are developing foundational skills, building confidence through hands-on experience, and learning how to consistently deliver impact in the role.

Compensation at 7shifts is performance and growth-driven. As you develop your skills and expand your impact over time, your compensation grows with you. Your specific placement within this range is based on your job-related skills, knowledge, and experience, as well as our internal equity assessment. We are always happy to discuss our approach throughout the hiring process.

Our commitment to our Shifties:

  • Opportunity:
    Our product is evolving in exciting ways, and we're focused on delivering even more value to restaurants. This momentum creates real opportunities to learn and grow. Whether you're honing your craft or exploring new paths, you'll be supported and empowered to own your growth and impact a product shaping the future of the restaurant industry.
  • Challenge:
    We're tackling real problems in a fast-moving, complex industry. The work is scrappy and ambiguous, but meaningful. You'll think critically, act with intention, and shape solutions that make a real difference for restaurant teams.
  • Culture:
    We're proud to be recognized among the best workplaces in North America. Guided by our mission and values, we move fast to solve meaningful problems and celebrate wins together. Whether through in-office and remote events, team offsites like Sparks, or everyday moments of connection, we create space for shared growth, collaboration, and fun.
  • Equity:
    We're a Series C, VC-backed SaaS company, and we believe everyone should share in the success they help create. When we build together, we grow together.
  • Health and Wellness:
    We support Shifties in and outside of work, knowing that what people need can change over time. From day one, you'll have access to benefits like health and dental, lifestyle spending accounts to a parental leave program built with flexibility in mind, to help you bring your best self to work.
  • Flexibility:
    Our team is intentional around how and where we work, whether remotely, in person, or a mix of both. We prioritize candidates who thrive in a hybrid work environment with offices in Saskatoon and Toronto, ensuring in-person collaboration and connection when possible. Plus, we offer a flexible vacation policy to encourage everyone to recharge when needed. Oh, and our '90 Day Shift' program lets Shift work from (almost) anywhere because who wouldn't want to trade their desk for a beach view once in a while?
  • Support
    : We set Shifties up for success with the tools they need, like the latest Apple tech, a home office setup, and some 7shifts swag to make it official. But support goes beyond day one. We're serious about professional growth, offering coaching, feedback, development planning, and opportunities to grow from within.

We know you might not check every box, and that's okay. If you're excited about this role, inspired to contribute to a meaningful product, and eager to share ideas that drive real change, we'd love to hear from you. We're building an inclusive team that reflects the diverse industry we serve, and we welcome applicants from all backgrounds.

We thank you for your interest in joining the 7shifts team

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