Serve as the primary point of contact for customer inquiries via Zendesk
Diagnose, troubleshoot, and resolve customer questions efficiently and professionally
Maintain and improve our support processes, workflows, and internal documentation
Help build out our knowledge base and self-service resources
Identify recurring issues and collaborate with Product and Engineering to advocate for customer needs
Support the transition from a hybrid support model with Customer Success to a dedicated Support team
Report on support trends and metrics to drive continuous improvement
Bring a hospitality mindset to every interaction — empathetic, solution-focused, and customer-first

1–3+ years of customer support experience in a SaaS company or hospitality tech environment
Experience using Zendesk (or an equivalent support platform) to manage tickets and workflows
Understands the customer’s perspective and business impact, not just the technical issue
Background in the hospitality industry (restaurant, cafe, bar, hotel, etc.) is strongly preferred
Technical understanding of spreadsheets and formulas
Excellent communication skills and the ability to translate technical details into simple, clear explanations
A proactive individual who enjoys taking initiative in a fast-moving environment
Someone excited about building processes, not just following them
Strong problem-solving mindset and ability to think outside the box and creatively approach edge cases
Empathy, patience, and ability to prioritise a multitude of tasks
Strong attention to detail when verifying data and testing for quality assurance

Tenzo Swag
£75 work from home set up budget, which renews every year
A minimum of 2 days a week in the London office, plus additional days such as trade shows, team quarterly meet-ups
Eligibility to our stock options program
ESG pension scheme
Every quarter we plan a team lunch at one of our customer’s restaurants
A chance to meet fellow team members from all over the world at our annual team offsite
We cover tests and contribute £75 to spectacles (or equivalent in local currency)
Dedicated time for personal & professional development (we're supportive of external L&D resources when needed)
25 days of holiday + bank holidays (increasing to 27 after 1 year and 29 after 2 years tenure)
Enjoy up to 2 weeks during the UK summertime working abroad!
Working as part of a small team, you benefit from a level of responsibility from the get go
Monthly events both in person and virtually!

Customer Support Representative

Key skills