Support Lead

Summary

Join Slang.ai as a Support Lead and play a crucial role in managing all customer communication for technical support. You will interact directly with customers via phone, email, chat, and social media, collaborating with cross-functional teams. This remote role requires 3+ years of customer service or software support experience, preferably in the restaurant industry, and a deep understanding of restaurant technology. You will be responsible for resolving technical issues, maintaining documentation, and ensuring a seamless customer experience. While typical hours are Monday-Friday, 9 AM-5 PM, occasional weekend on-call support may be required. Occasional travel may also be necessary.

Requirements

• 3+ years of experience in customer service, or software support, preferably in the restaurant industry
• A deep understanding of restaurant technology and a passion for helping restaurants improve their operations
• Excellent verbal and written communication skills, with the ability to provide clear and empathetic customer support
• A proactive, customer-obsessed mindset, with a focus on delivering the best possible customer experience
• The ability to troubleshoot technical issues, learn new software quickly, and effectively manage multiple tasks simultaneously
• A willingness to adapt to a dynamic startup environment and to be available for urgent escalations on weekends when necessary

Responsibilities

• Provide exceptional technical support to customers, proactively resolving issues in a timely manner and ensuring a seamless customer experience
• Consistently offer a hospitality-first, customer-obsessed experience across all communication channels (phone, email, chat, and social media)
• Manage and prioritize multiple customer inquiries and escalations, taking ownership from start to resolution, ensuring no issue is left unresolved
• Collaborate effectively with internal teams, including Sales, Product, Account Management and Implementation, to ensure a smooth handoff and contribute to product improvement by sharing actionable customer feedback
• Maintain and update customer support documentation, including FAQs, knowledge base articles, and standard operating procedures, ensuring all information is accurate and helpful
• Stay organized and manage your workload independently, proactively solving problems and delivering solutions even in ambiguous situations while adapting to the dynamic nature of a startup environment

Benefits

• Competitive compensation
• Various rewards and benefits
• Opportunities for learning and development
• Weekly team trainings
• 1:1 coaching sessions with your manager or peers
• Company wide workshops
• Remote work