Senior Technical Support Associate

Join a dynamic team that values agility, continuous learning, and a passion for helping others grow. In this role, you will serve as a vital link between restaurant partners and internal teams, ensuring a seamless and positive customer experience. Your focus will be on delivering exceptional support through multiple communication channels while driving issue resolution and fostering collaboration across departments.

Key Responsibilities

- Customer Facing & Handling: Serve as the primary point of contact for customers via chat, email, and calls, maintaining high standards of customer satisfaction.
- Case Resolution & Customer Journey: Own the entire customer journey by managing cases from initial contact through to resolution, ensuring timely and effective outcomes.
- Cross-Functional Communication: Act as a liaison between restaurant partners and internal teams based in Pakistan to address and resolve customer queries promptly.
- Stakeholder Collaboration: Work closely with Tier 2 Support and other internal stakeholders to escalate, investigate, and resolve critical technical issues.
- Documentation & Reporting: Maintain detailed documentation of issues, demonstrating a clear understanding of root causes and their business impact.
- Platform Operations: Utilize the AIO Platform to support restaurants with time-sensitive and critical operational tasks.

Required Qualifications

- Bachelor’s degree in any discipline.
- 2 to 3 years of professional experience in Customer Support or Technical Support, preferably within the restaurant or hospitality industry.
- Excellent command of English, including reading, writing, and conversational skills.
- Strong customer handling abilities and interpersonal skills to build and maintain relationships with restaurant owners.
- High emotional intelligence and empathy.
- Understanding of US cultural sensitivities.
- Passion for customer support and case management.
- Experience with CRM tools such as Hubspot, Salesforce, or Zendesk.
- Familiarity with data analytics, reporting, and documentation processes.
- Prior experience supporting the US market is highly preferred.

Preferred Qualifications and Benefits

Joining AIO means becoming part of a mission-driven company focused on transforming the US restaurant industry through innovative technology. Our all-in-one platform integrates patented AI technology with exceptional customer support to help restaurant owners increase revenue, reduce costs, and improve profitability.

We enable restaurants to concentrate on delivering outstanding dining experiences without the burden of managing complex systems. Our super app covers front-of-house operations like ordering, payments, marketing, and rewards, as well as back-of-house management including inventory, staffing, and financials.

As a member of this Silicon Valley-funded startup, you will contribute to a fast-growing player in the $55 billion restaurant tech SaaS market, working alongside a world-class team dedicated to innovation and excellence.