The Customer Support Representative at 7shifts is responsible for providing personalized and empathetic support to customers via chat, email, and phone. This role involves troubleshooting customer issues, educating users on product features, tracking and reporting common issues, and collaborating with the support team.
7shifts is an all-in-one team management software platform designed for the restaurant industry. We’re used by 1 in 10 restaurant workers and over 50,000 restaurants across North America. Our mission is to simplify Team Management and improve performance for restaurants, with a long-term vision of elevating what restaurant teams can achieve together.
As the Customer Support Representative at 7shifts, you’ll be a key driver of the satisfaction and retention of our customers by helping them unlock the full value of our platform. As the first point of contact for customers via chat, email, and phone, you’ll provide personalized, empathetic, and solution-focused support and serve as a key contributor to the success of 7shifts.
We’re building an inclusive work environment that is representative of the diverse industry we have the pleasure of serving and encourage candidates from all backgrounds to apply.
We currently offer two different shifts during the week, Sunday to Thursday and Tuesday-Saturday. Please note that the working schedule is subject to change depending on business needs. If a change is needed, there will be adequate notice and communication.
What you’ll do:
- Act as the first point of contact with 7shifts customers via chat, email, and phone channels to effectively troubleshoot and problem-solve concerns
- Educate customers on basic product training, including developing training materials and videos that help new customers use 7shifts to its fullest potential
- Identify new ways customers can benefit from the product, understand their business challenges, and find creative solutions to their problems
- Proactively track requests and commonly occurring issues, identifying and reporting software bugs to the appropriate teams
- Collaborate closely with the Support team by actively participating in team meetings and discussions
What you bring:
- 1-2 years of experience in a technical customer support role (or similar)
- Strong written and verbal communication skills - you will be the first point of contact for customers and being able to communicate clearly and effectively address customer questions and concerns is key
- Experience working or interacting with various web and mobile apps with the ability to effectively troubleshoot customer issues
- A resourceful and resilient approach to problem-solving, using available tools and keen attention to detail to find the best solutions
- The ability to learn quickly and stay up to date on new features and product releases, adapting to current offerings to effectively assist customers
- Curiosity to learn and tackle new challenges, with a commitment to owning customer interactions—ensuring thorough investigation, effective troubleshooting, clear communication, and proactive education for both customers and internal teams
- The ability to understand the customers’ perspective and address their needs with empathy and efficiency
It’d be even cooler if you had:
- Experience working in the Support function of a SaaS company
- Experience supporting a US Payroll software
- Experience working in the restaurant industry
- Fluency in Spanish or French
Our commitment to our team members:
- Opportunity: It’s an exciting time to work at 7shifts—our product is evolving and our team is scaling quickly. Scale like this offers many unique learning opportunities in a short period of time, accelerating the professional growth of our team members
- Challenge: We’re tackling real problems for restaurant owners and we’re just getting started. Working at 7shifts means playing a key role in solving those problems and elevating an entire industry
- Culture: There’s a reason we’re one of the best workplaces in North America! We value integrity, adaptability and collaboration in an environment that moves quickly to drive incredible impact
- Equity: Equity in a Series C, VC-backed SaaS company—enabling every team member to be an owner of their future success!
- Health and Wellness: Competitive health benefits right from the start, lifestyle spending accounts, access to corporate discounts, and a parental leave program that supports caregivers during an important time in their lives
- Flexibility: Our team is intentional around how and where we work—whether that’s remotely, in person at our Toronto and Saskatoon offices, or a mix of both. Plus, we offer a flexible vacation policy to encourage everyone to recharge when they need it. Oh, and a ‘90 Day Shift’ program that supports our team members in exploring the world
- Support: We set our team members up for success with the latest Apple technology, a home office set up, and some fun 7shifts swag to make it official! Plus, we take professional growth seriously and support this through coaching, IDPs, peer and leader feedback, internal promotions, and more
We thank you for your interest in joining the 7shifts team!
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