Description

You'll be the first point of contact for customers via chat, email, and phone, providing personalized support to help them unlock the full value of the 7shifts platform. You'll troubleshoot issues, educate customers on product features, and collaborate with the support team to improve customer satisfaction and retention. This role is key to helping restaurant teams thrive through effective scheduling and payroll solutions.

Requirements

• 1-2 years of experience in a technical customer support role (or similar)
• Strong written and verbal communication skills
• 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
• The ability to understand the customers’ perspective and address their needs with empathy and efficiency

Responsibilities

• 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