Customer Support Specialist

at  ResQ

ResQ was founded with the belief that restaurant operators and service providers should have a much better way to operate their businesses. As a first step towards our mission, we have built a SaaS-enabled marketplace that helps fast-growing restaurants manage their repairs and maintenance, empowering them to focus on their customers.
Repair and maintenance is the heartbeat of any restaurant’s operations, yet the existing management methods are complex, expensive, and time-consuming. With ResQ, restaurants can simply get connected to qualified service providers, submit jobs, track progress, and pay, all in one place.
We are trusted by the world’s leading restaurant brands and are venture-backed by top-tier global VCs - and we are just getting started!
Hello Future ResQer!
ResQ is looking for a Support Specialist to give exceptional customer support and be the first point of contact to our customers. We are looking for someone who thrives off giving great customer service, has strong communication skills, and takes extreme ownership in everything they do. This role reports directly to the Team Lead - Customer Support.
We understand that joining a team is one of the most important choices you make, and adding a team member is one of the most important choices we’ll make. We want you to get to know us, and we want to understand how you approach problems, learn, and what motivates you.
We thrive on being transparent and we know working in Customer Support requires a certain discipline, so we have included some questions to ask yourself to help you choose if this role is right for you at this specific time (if not, then let’s connect later!!):.

Are you nodding your head with excitement at the idea of:

• Building strong relationships with customers and providing high-quality customer service
• Consistently ensuring you are communicating with customers in a timely manner
• Assessing all requests and ensuring you are providing urgency when needed
• Providing solutions for customers and ensuring you take extreme ownership in all requests

WHO YOU ARE:

This role is ideal for candidates who have one year experience working in a customer support role in a fast-paced environment. We are looking for candidates who are passionate about providing exceptional customer service and are able to handle multiple priorities at one time with ease. This role does involve working shift work that is rotational and will also include weekends and holidays.

Being part of a Customer Support team at a tech startup has many challenges and unique opportunities. We are looking for candidates who are natural collaborative problem solvers who take extreme ownership in everything they do. We are also looking for candidates who have a deep level of empathy towards people and are genuinely interested in understanding others’ problems. The fun doesn’t stop there, we thrive in a collaborative and open environment where feedback and open dialogue is encouraged by all, so get ready for lots of open conversations with your teammates. We hope you love giving and receiving feedback as much as we do!

• 1+ years of experience providing high-quality customer service
• You are a natural problem solver and analytical thinker
• You can handle multiple priorities at one time with ease
• You take Extreme Ownership in everything you do - it’s one of our core operating principles
• You value collaboration and strive to build relationships with your team members
• You are not shy or afraid to take on new challenges, in fact, you find yourself looking for them

As a Support Specialist at ResQ, you will work closely with multiple departments across ResQ, have a winning attitude, and enjoy the challenges of working in an early stage startup.

You will also make an impact in the following areas:

• Exceptional customer support : As the first point of contact to our restaurant customers, you will greet them with the appropriate empathy/voice, solutions-focused attitude, client over-communication, and proactively identifying and solving customer issues. You will actively seek ways to utilize and market new product features to enhance the customer experience
• Relentless reliability and administrative accuracy : including consistent and timely communication to all customers, systematic documentation, notes, and internal accountability
• End-to-end ownership : All customer communication will be your responsibility, including emails, proper assessment of urgency, appropriate escalation or transfer of ownership to others, and cross-functional support of other business units
• Relationship Building : You will be an ambassador for the Customer Experience team with other business units, bridging relationships and helping other units understand how to best work with, or on behalf of, the Customer Experience team.