Customer Support
About The Position
Hotplate exists to enable anyone to start and scale a local food business without a brick and mortar. The traditional brick and mortar restaurant model is broken: it requires six figures in upfront capital and comes with high operating costs. Within their first year, 2/3 of all restaurants and bakeries close. The next wave of food entrepreneurship is emerging. These chefs and bakers run businesses from home, commissary kitchens, or mobile pop-ups. They generate hype and buzz on Instagram and run almost entirely on pre-orders. The result is 50-80% profit margins, over 10x the traditional 5% margin of a brick and mortar. But today’s e-commerce tools weren’t built for this way of selling food. Without Hotplate, chefs and bakers hack together DMs, Google Forms, Square, and Shopify. They spend more time managing logistics than growing their business. We support the top pop ups in the country, many of which are recognized by the New York Times, Infatuation, Eater, etc. and recently crossed 5,000 businesses and $80M paid out on the platform, but we're just getting started. By building the foundational tool for this new model, we have the opportunity to fundamentally change the food industry for the better: increasing the diversity and accessibility of food by making it possible for anyone to start a food business. If you want to read more to make sure Hotplate is a good fit, check out our philosophies on hiring, fundraising, and our values.
Requirements
- 6 months of customer support experience in tech, ideally early to midstage startup
- A 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 help 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
