Customer Support
About The Position
As the second member of Hotplate's support team, you will be charged with tackling tickets and helping to build out our support systems as we grow from 5,000 to 50,000 chefs. You are the person that chefs will talk to when it matters most, and you both enjoy and are energized by turning around a chef's experience when something goes wrong. You'll proactively tackle tickets over phone, SMS, and email, while still thinking about how you scale yourself and Hotplate's support functions. That could look like building out macros and documentation, leveraging AI tools to help you move faster, or even thinking about how the product can be improved to better support our chefs.
Requirements
- 6 months of customer support experience in tech, ideally early to midstage startup.
- Strong customer obsession and excitement to help small business owners succeed.
- Comfort with technical troubleshooting, and the ability to clearly explain product behavior to both customers and internal teams.
- Excellent written and verbal communication across email, SMS, and phone.
- Experience with support tools like Intercom, Zendesk, Front, or similar.
- Experience using AI tools in your work, whether for drafting, summarizing, researching, or improving your own workflows.
- Strong judgment, ownership, and follow-through: you prioritize well, stay calm under pressure, and make customers feel taken care of.
Responsibilities
- Tackle tickets and help build out support systems.
- Proactively tackle tickets over phone, SMS, and email.
- Build out macros and documentation.
- Leverage AI tools to move faster.
- Think about how the product can be improved to better support chefs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
