Technical Support Representative, In-Store

DoorDash USA•Boston, MA

21d•$23 - $35

About The Position

In this role, you’ll work directly with hospitality operators across the globe to troubleshoot issues, instruct and teach product functionality, and strategize to maximize our customers’ Return of Investment. This role is imperative in advancing our mission to provide world class customer support to our clients.

Requirements

You’re a strong communicator, both in writing and over the phone
You bring a positive, collaborative attitude and thrive in team environments
You’re comfortable juggling multiple tasks in a fast-paced startup environment, with excellent follow-through
You have a proven ability to build strong, trusted relationships with clients
You deliver outstanding customer service, striking the right balance between empathy and effective solutions
You’re analytical and resourceful, with sharp problem-solving skills
You have a technical mindset and an interest in hospitality tech
You’re familiar with tools like Zendesk, Jira, Salesforce, or similar platforms
You have 1+ years of experience in a high-impact, customer-facing support or strategic account role, ideally in B2B, SaaS, or hospitality

Responsibilities

Support Customers via Email, Phone and Chat. Promptly respond to customer inquiries through email and phone, resolving issues efficiently and with care.
Provide Strategic Solutions. Help customers get the most out of the platform by delivering thoughtful, prescriptive setups tailored to their goals, showing both technical knowledge and strategic insight.
Master the SevenRooms Platform. Build and maintain deep knowledge of the SevenRooms platform - both broadly and in the context of individual client needs.
Document Resolutions. Record issue resolutions and steps taken, ensuring clear documentation across all client interactions.
Prioritize with Impact in Mind. Evaluate and act on support requests based on the severity of customer impact, ensuring the most critical issues are addressed first.
Use Internal Tools Effectively. Learn and apply a variety of internal and external systems to log, track, and pull relevant data, supporting smooth and informed day-to-day operations.

Benefits

a 401(k) plan with employer matching
16 weeks of paid parental leave
wellness benefits
commuter benefits match
paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act)
medical, dental, and vision benefits
11 paid holidays
disability and basic life insurance
family-forming assistance
a mental health program