[Hiring] Customer Support Representative @Owner.com

Role Description

As a Customer Support Representative, you are often the first human connection a restaurant owner or guest has with Owner. You set the tone in moments that matter. By listening deeply, communicating clearly, and taking ownership through resolution, you help customers feel confident that Owner has their back. You bring a hospitality-driven, empathetic tone to every interaction—especially when customers are stressed, frustrated, or unsure—so they feel respected, supported, and cared for.

• This role is about more than answering questions. It’s about earning trust, solving the right problem (not just the fastest one), and doing the work with care.
• You’ll partner closely with customers to understand what’s really happening, take thoughtful action, and follow through so issues are resolved end-to-end.
• Owner moves fast and holds a high bar. This is a performance-driven environment where quality, accountability, and judgment matter deeply.
• You’ll manage a high volume of calls, texts, and emails, multi-tasking effectively, staying organized across multiple workstreams, and maintaining accuracy, professionalism, and a customer-first mindset throughout.
• You’ll be trusted with complex situations and expected to make decisions that balance immediate customer needs with durable, long-term solutions.
• This role is a strong fit for experienced support professionals who enjoy staying close to customers, take pride in doing things the right way, and want to contribute to a team that is reliable, thoughtful, and collaborative.
• This is a full-time role, with shifts that vary between 7:00 AM – 4:00 PM or 11:00 AM – 8:00 PM PST. Open weekend availability and flexibility to work both morning and evening shifts are required.

Qualifications

• 3-5+ years of customer support or customer service experience, ideally in a B2B SaaS, technology, e-commerce, internet, or software-driven environment.
• Proven success in a high-volume, fast-paced support role with clear performance expectations.
• Fluency in Spanish and English (C1/C2), with strong written and verbal communication skills in both languages.
• Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment.
• Demonstrated ability to support teammates through mentoring, training, or serving as a subject-matter expert.
• Experience working in a CRM environment (Salesforce preferred), and familiarity with telephony systems such as Intercom, TalkDesk, or similar tools.
• Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure.
• Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations.
• A reliable home workspace with stable, high-speed internet and minimal background noise.

Requirements

• Consistently deliver a hospitality-driven, empathetic call and message tone that reflects Owner’s standards for care, professionalism, and respect, even in high-pressure or emotionally charged situations.
• Deliver timely, accurate, and empathetic support across a high volume of inbound phone calls, as well as some chats and emails from restaurant owners and their guests.
• Effectively manage multiple concurrent conversations and tasks, maintaining strong organization, prioritization, and follow-through across all workstreams.
• Take ownership of complex or high-priority issues, using structured problem-solving, sound judgment, and clear communication to drive resolution.
• Consistently meet or exceed a 90%+ customer satisfaction score while maintaining quality and accuracy.
• Document customer interactions clearly and thoroughly in Salesforce to ensure continuity, visibility, and accountability.
• Collaborate closely with teammates in Slack to provide consistent, high-quality support and a strong team experience.
• Share knowledge, feedback, and best practices that raise the bar for the entire support team.
• Identify patterns and recurring issues, and surface insights that help improve tools, processes, and documentation for customers and internal teams.

Benefits

• The estimated yearly compensation for this role is the local equivalent to $20,000 USD ($1666 USD/month).
• Other benefits include comprehensive health coverage, remote work, WFH stipend, unlimited PTO - plus extra fun perks!