Technical Support Associate

Join a dynamic team that thrives on agility, continuous learning, and a collaborative spirit aimed at elevating everyone around you. In this role, you will be the primary liaison between our customers and internal teams, ensuring seamless communication and exceptional service delivery. Your focus will be on managing the entire customer journey, resolving issues efficiently, and supporting restaurant partners through a cutting-edge platform.

Key Responsibilities

Customer Facing & Handling: Serve as the main point of contact for customers via multiple channels including chat, email, and phone, consistently delivering outstanding customer satisfaction.

Case Resolution & Customer Journey: Own the end-to-end process of customer interactions, from initial inquiry to successful resolution, ensuring a smooth and positive experience.

Cross-Functional Communication: Act as the bridge between restaurant partners and internal teams based in Pakistan, ensuring all customer queries are addressed promptly and effectively.

Stakeholder Collaboration: Work closely with Tier 2 Support and other internal stakeholders to escalate, investigate, and resolve critical technical issues impacting customers.

Documentation & Reporting: Maintain detailed records of issues, demonstrating a clear understanding of root causes and their business impact.

Platform Operations: Utilize the AIO Platform to assist restaurants with time-sensitive and critical operational tasks, supporting their day-to-day business needs.

Required Qualifications

- Bachelor’s degree in any discipline.
- Minimum of 1 year professional experience in Customer Support or Technical Support, preferably within the restaurant or hospitality industry.
- Excellent command of English, including strong reading, writing, and conversational skills.
- Proven ability to manage customer relationships with strong interpersonal and people skills.
- High emotional intelligence and empathy to effectively handle diverse customer situations.
- Understanding of US cultural sensitivities to better serve the market.
- Passion for customer support and case management.
- Experience with CRM tools such as HubSpot, Salesforce, Zendesk, or similar platforms.
- Familiarity with data analytics, reporting, and documentation practices.

Preferred Qualifications and Benefits

- Prior experience supporting the US market is highly desirable.
- Opportunity to join a Silicon Valley-funded startup focused on transforming the $55 billion restaurant tech SaaS industry.
- Be part of a mission-driven company that empowers restaurant owners through an all-in-one platform combining AI technology with exceptional customer support.
- Work in an innovative environment that simplifies restaurant operations—from front-of-house tasks like ordering and payments to back-of-house management including inventory and staffing.
- Contribute to a fast-growing company dedicated to helping restaurants increase revenue, reduce costs, and improve profit margins.

This role offers a unique chance to be at the forefront of revolutionizing the restaurant industry by delivering integrated solutions that allow owners to focus on what they do best—providing exceptional dining experiences. If you are passionate about customer success and eager to grow within a vibrant startup culture, this opportunity is for you.