Consistently deliver a hospitality-driven, empathetic call and message tone that reflects Owner’s standards for care, professionalism, and respect, even in high-pressure or emotionally charged situations
Deliver timely, accurate, and empathetic support across a high volume of inbound phone calls, as well as some chats and emails from restaurant owners and their guests
Effectively manage multiple concurrent conversations and tasks, maintaining strong organization, prioritization, and follow-through across all workstreams
Take ownership of complex or high-priority issues, using structured problem-solving, sound judgment, and clear communication to drive resolution
Consistently meet or exceed a 90%+ customer satisfaction score while maintaining quality and accuracy
Document customer interactions clearly and thoroughly in Salesforce to ensure continuity, visibility, and accountability
Collaborate closely with teammates in Slack to provide consistent, high-quality support and a strong team experience
Share knowledge, feedback, and best practices that raise the bar for the entire support team
Identify patterns and recurring issues, and surface insights that help improve tools, processes, and documentation for customers and internal teams

3-5+ years of customer support or customer service experience
Proven success in a high-volume, fast-paced support role with clear performance expectations
Fluency in Spanish and English (C1/C2), with strong written and verbal communication skills in both languages
Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment
Demonstrated ability to support teammates through mentoring, training, or serving as a subject-matter expert
Experience working in a CRM environment (Salesforce preferred), and familiarity with telephony systems such as Intercom, TalkDesk, or similar tools
Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure
Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations
A reliable home workspace with stable, high-speed internet and minimal background noise

Customer Support Representative

Key skills