Customer Support Representative

Summary

Join 7shifts as a Customer Support Representative and become a key player in ensuring customer satisfaction and retention. You will be the first point of contact for customers, providing support via chat, email, and phone. Your responsibilities include troubleshooting, problem-solving, educating customers on product usage, identifying areas for improvement, and collaborating with the support team. This role requires 1-2 years of experience in technical customer support, strong communication skills, and the ability to troubleshoot web and mobile app issues. The ideal candidate will also possess experience in SaaS support, US payroll software, or the restaurant industry. 7shifts offers a variety of benefits, including competitive health benefits, flexible work arrangements, a flexible vacation policy, professional development opportunities, and equity in a Series C, VC-backed company.

Requirements

• 1-2 years of experience in a technical customer support role (or similar)
• Strong written and verbal communication skills
• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• Competitive health benefits
• Lifestyle spending accounts
• Access to corporate discounts
• A parental leave program that supports caregivers during an important time in their lives
• 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
• We offer a flexible vacation policy to encourage everyone to recharge when they need it
• A ‘90 Day Shift’ program that supports our team members in exploring the world
• The latest Apple technology
• A home office set up
• Some fun 7shifts swag
• Coaching
• IDPs
• Peer and leader feedback
• Internal promotions
• Equity in a Series C, VC-backed SaaS company