Customer Support Representative

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 will play a key role in the satisfaction and retention of our customers by empowering them to use 7shifts to its full value, and growing their business by providing personalized and trusted support. As the first point of contact for customers via chat, email and phone call, you will serve as a key contributor to the success of 7shifts as we continue to foster our vision of being the leading team management platform for restaurants. 

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 are currently offering 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, understanding their business challenges and finding 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:

Previous experience in a technical customer support role (or similar) for at least 1-2 years 
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
Resilience and resourcefulness to use the tools at your disposal and find the best approach to solving problems, leveraging strong attention to detail
The ability to learn quickly in order to stay up to date on new features and product releases, adapting to current offerings to effectively assist customers
Curiosity to learn new things and take on new challenges, taking ownership of contact with customers and ensure all necessary steps, investigation, troubleshooting, education, and communication are completed with both the customers and the applicable internal teams
The ability to put yourself in the customers’ shoes to fully understand their point of view and address their needs 
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!