Enterprise Support Specialist
About The Position
The Support Specialist is a frontline role supporting our Online Ordering product, specifically our Enterprise partners. Our customers are merchants, primarily restaurants, who rely on our platform to power their digital ordering experience. This role is responsible for resolving issues efficiently, maintaining high quality support interactions, and ensuring a reliable day to day experience for our merchants. You will manage support tickets across channels, troubleshoot issues end to end, and partner with internal teams to drive resolution when needed. Your work will directly impact merchant success and operational performance. You will be part of a team that is continuously improving how support operates. You will help maintain quality standards, follow established workflows, and identify opportunities to improve documentation and processes based on recurring issues. You will report into the Senior Support Supervisor within the Merchant Success Operations team.
Requirements
- 3+ years of experience in Customer Support or Operations within a SaaS, technology, or online platform environment
- Strong written and verbal communication skills and can clearly explain issues and resolutions
- Experience handling customer issues end to end, including troubleshooting and follow up
- Comfortable managing multiple priorities in a fast paced, queue based environment
- Demonstrate sound judgment in deciding when to resolve independently versus escalate
- Experience handling escalations or frustrated customers with professionalism and empathy
- Familiar with ticketing platforms such as Intercom, Zendesk, or similar systems
- Strong attention to detail and maintain clear and accurate case documentation
Responsibilities
- Manage inbound support tickets across channels including chat, email, phone, and SMS
- Troubleshoot and resolve customer issues end to end with clear communication and follow up
- Escalate complex or high impact issues with complete context and proper documentation
- Deliver high quality, empathetic, and efficient customer support in every interaction
- Follow established workflows, processes, and quality standards consistently
- Partner with teammates and cross functional teams to resolve issues when needed
- Identify recurring issues and flag opportunities to improve workflows or documentation
Benefits
- 401(k) plan with employer matching
- 16 weeks of paid parental leave
- Wellness benefits
- Commuter benefits match
- Paid time off
- Paid sick leave
- Medical benefits
- Dental benefits
- Vision benefits
- 11 paid holidays
- Disability insurance
- Basic life insurance
- Family-forming assistance
- Mental health program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
