[Hiring] Customer Support Representative @Hkr.Team

Role Description

We are on the lookout for the next awesome customer-obsessed problem solver to join HKR.TEAM as a Customer Support Specialist, working for a US-based client in the restaurant technology space that serves as a Virtual Concierge AI for hospitality businesses.

What you'll be doing?

• Be the go-to hero for customers by responding to questions and issues across email, live chat, and Zoom, resolving as much as possible on the first contact.
• Translate complex product issues into clear, friendly, and simple explanations for non-technical restaurant owners and staff.
• Own your queue like a boss, prioritizing dynamically throughout the day to hit response targets like Time to First Response.
• Team up with Product and Engineering by writing organized, actionable bug reports and feature feedback, and following up until they are fully resolved.
• Play detective by spotting patterns in recurring issues and proactively flagging trends rather than just closing tickets one by one.
• Keep the knowledge flowing by contributing to and maintaining help docs, macros, and internal knowledge base articles to reduce repeat questions.
• Stay cool as a cucumber, effectively de-escalating frustrated or urgent customers when needed.
• Participate in a shared weekend on-call rotation, making sure restaurants are supported during their busiest times outside standard weekday hours.

Qualifications

• You have a strong technical aptitude with the superpower to explain complex issues simply and patiently.
• You've got the creds: proven experience supporting customers across email, live chat, and video platforms like Zoom.
• You genuinely love support work—you are motivated by solving real problems and helping people, not just closing tickets.
• You're super comfortable working with support metrics (Time to First Response, resolution time, CSAT) and using them to guide your daily workflow.
• You have experience partnering seamlessly with Product and Engineering teams, including writing clear bug tickets.
• You are highly organized, capable of managing a dynamic workload, and available to work occasional weekend shifts as part of an on-call rotation.

Benefits

• Fair market pay
• Remote, full-time job - work as an independent contractor from the comfort of your own home!
• Afternoon US schedule in shifts (with 1 hour of lunch break)
• Start-up culture, young team, no egos, no BS

Company Description

• At HKR.TEAM, we're all about the start-up life—innovative and dynamic, not corporate and stuffy. We're on a mission to simplify global HR.
• Transparent culture, tech-savvy, and quick decision-making.
• Feedback fuels our growth, and we celebrate all wins. Meritocracy is our game; it's what you bring to the table that counts.
• Fantastic mix of US clients with more to come.
• We value ownership and getting things done. We ask, "How much did you care?" If you're passionate, you're nailing it.
• Ideal for creative minds who love contributing ideas and improving processes.
• Oh... and we don't waste time in useless meetings.