Customer Support Representative
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About the Position:
As a Customer Support Representative at ChowNow, you will provide the highest level of service to every customer through every interaction. You will be the eyes and ears for ChowNow and serve as the voice of our customers internally. Help us keep pace with our fast-growing list of customers including celebrity chefs (Rick Bayless, Tom Douglas, Mario Batali), top restaurant groups (Lettuce Entertain You, Pitfire Pizza), and global food brands (Bon Apetit, Guckenheimer).
We’re looking for someone who is highly-motivated and relentless in helping customers as quickly and efficiently as possible. You’re also passionate about people as much as you are about getting your work done. You are extremely comfortable with written and verbal communication with customers. And you’re incredibly organized, detail-oriented, and are capable of handling multiple responsibilities at the same time, specifically a high-volume of inbound phone calls.
While you’ll have a solid foundation in customer service, at ChowNow you will learn to understand our restaurant clients’ unique needs and provide creative solutions that are the best for them based on your vast knowledge of our ever-changing product. You’ll be joining a fast-growing startup, and you’ll learn how to navigate our internal systems, see how a scaling company grows, and be a part of the next chapter of ChowNow.
Our perfect team member is highly motivated to work closely with clients to ensure complete satisfaction. You are smart, independent, self-motivated, empathetic, passionate about supporting our customers, and a team player. It's critical that you have a mindset for using technology and can quickly learn how to use new tools.
Past experience in technical customer service (email, phone, chat or live) is definitely a plus.
Please note, this role is on-site and located in Playa Vista, CA.
About the team:
At ChowNow, we are passionate about serving the needs of over 7,000 restaurants to help them compete in an increasingly technical world. Our team works on products focused on restaurant clients and their diners (who transact over $1,000,000 daily on the ChowNow platform).
We believe positive relationships make our team able to do more with less. You will collaborate, learn, teach, and experiment with new approaches to getting big things done together.
Our team is located in the Playa Vista neighborhood and tech hub of Los Angeles — 5 minutes from both the beach and the freeways. We believe in equal opportunity for all, and you should too. We’ve been named a Best Place to Work, have been certified as a Great Place to Work, and have a whole bunch of happy employees on Glassdoor.
We are committed to an inclusive and diverse work environment. ChowNow is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.
Within one month, you'll:
- Complete the ChowNow New Hire Ramp Camp. Learn about ChowNow and about the restaurant industry, gaining an understanding of our product and our customers.
- Become comfortable with the product and learn the ins and outs of how different restaurants use ChowNow.
- Shadow different departments, gaining an understanding of the sales process, setup, and training that restaurant clients receive during onboarding.
- Complete training with your CS Manager(s) to learn how to use all internal tools, including ServiceCloud, Salesforce, Slack, ChowNow Admin.
- Complete all scheduled trainings with CS Managers and other ChowNow trainers to learn how each of the features of the product work, including basic features, all add-on features.
- Learn from our CS Managers to triage incoming customer inquiries, and the process to escalate as necessary to internal teams; solve your first case.
Within three months, you'll:
- Consistently handle customer inquiries within set SLAs while prioritizing and escalating issues appropriately.
- Become an expert in the product through training and customer interaction, with a solid understanding of each product feature and best practices for how to use them.
- Understand the career path and know what goals to hit to move up within the department.
Within six months, you'll:
- Be eligible to participate in the CX Badging Program, which is a way to become an expert in different areas within ChowNow. The Badging Program is led by the CS leadership team as well as some guests from other departments who will train and test you on different Badges such as Billing/Finance, Website integrations, etc. These are skills that are required in order to get promoted, and also an opportunity to expand your knowledge on what other departments are capable of doing. Once you have a badge, you will be the go-to person in CS to handle internal escalations around your badge topic.
- Have the knowledge and confidence to handle tricky client requests that require an in-depth understanding of our products and protocols.
Within twelve months, you'll:
- Proactively identify, pilot and implement ways to increase efficiency in Customer Support processes; assess results and refine.
- Assist in training new CSRs through shadowing sessions and coaching on best practices.
- Help maintain all service and support content including process documentation, wiki, email macros, training manuals and help articles.
Joining our team has some perks:
- Competitive salary
- Ongoing training and growth opportunities
- A "best place to work" winner multiple times where we focus on creating a great employee experience
- Rock solid medical, dental, and vision plans
- Open Vacation Policy; paid holidays; we expect you to work hard, but still enjoy your personal life
- Generous parental leave (primary and secondary)
- Employer contributing student loan assistance program
- Commuter benefits (including Uber Pool)
- Employee Stock Incentive Plan
- Quarterly Industry Speakers Series
- Quarterly Tech Events (Women, LGBTQ, Diversity, Inclusion)
- Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly
- Enough freedom to spread your wings while still holding you accountable
- Fully stocked kitchen and cold brew on tap
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