About Nextbite

Nextbite is the only all-in-one virtual restaurant company to combine restaurant and technology expertise to help restaurants be more successful in the fast-growing off-premise dining model. Our leading restaurant technology solution, Ordermark, helps restaurants and virtual kitchens aggregate mobile orders across all the major online ordering service providers into a single dashboard and printer. Paired with this technology, Nextbite serves the on-demand revolution by creating a selection of highly visible, on-trend, delivery brands. We empower existing restaurants everywhere to serve more customers and earn more revenue. 

By joining Nextbite you will have a front row seat to the rapidly changing restaurant landscape and the explosive online ordering industry.

*Nextbite has implemented a COVID-19 vaccine policy that all staff will be required to follow (with or without reasonable accommodations) in order to perform any in-person job functions or attend any in-person team events. If you have any questions on this policy, we will connect you with the appropriate People Ops team member for answers as we engage in the interview process.

About the role

We're looking for a Customer Support Representative to provide outstanding service to our clients by answering questions, handling complaints, and troubleshooting problems with our products and services.

HOURS: Regular, 8-hr workday, with overtime potential. Must have the ability to work weekends and holidays as required. We are looking for candidates who are flexible and can work anywhere between the hours of 10 am and 10:30 pm.

Please note, this role is remote until it is safe to return to our Culver City office in early 2022.

What impact you will have:

• Support a valuable service that restaurants need, managing their online ordering businesses within the Ordermark platform.
• Handle a high volume of inbound and outbound calls and seek to create a positive experience for each caller.
• Use knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems.
• Use Active Listening skills to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.
• Research accounts and open/closed cases to confirm or clarify information and defuse angry clients as needed while ensuring they feel supported and valued.
• Understand and strive to meet or exceed performance metrics while providing excellent, consistent customer service.
• Make sales or recommendations for products or services that may better suit client needs.

What you bring to the role:

• At least 2 years of customer support experience; preferably in a call center environment and familiarity with troubleshooting technical issues
• Experience supporting clients via phone, e-mail, chat, and/or in person
• Startup experience a huge plus
• Ability to use all forms of communication including email, phone, texting, and LiveChat
• Familiarity with online restaurant ordering
• Bonus points for Salesforce, Aircall, Zendesk or restaurant, and/or fulfillment experience
• Passion for customer service and ownership of the client experience including comprehensive issue resolution
• You thrive on a team where expertise is shared and radical candor is welcomed

What we offer:

• A team that has transitioned to remote work impressively and remains highly collaborative and connected
• Excellent growth opportunity and stock options for all full-time employees
• Medical, dental, and vision (eligible on 1st of the month following start date)
• Unlimited access to dedicated CFP through Origin for 1:1 assistance with financial planning (may include your partner!)
• Paid company holidays and PTO for all full-time employees, with unlimited PTO for salaried and 3 weeks accrued PTO for hourly
• 401k with company match (eligible on 1st of the month following start date)
• $60/month reimbursement for online-ordered meals
• $250 annual reimbursement for work from home needs for all non-kitchen full-time employees
• Bonusly - a team recognition platform with fun rewards
• We pride ourselves in having a team that promotes diversity, inclusion, leadership, mindfulness, high initiative, energy, and passion.

As an equal opportunity and affirmative action employer, Nextbite believes in building a diverse team of talented individuals to contribute to our mission. If you think you have what it takes, but don’t necessarily meet every single point on the job description, we encourage you to apply. We love to meet people that believe in our mission and can contribute to the team in different ways. 

Core to Nextbite's company values, we continually work to foster an environment where all are welcome, respected, empowered, and feel they can bring their whole self to work. In practice this means being an ally to those who are underrepresented, creating a safe and inclusive workforce, and ensuring our practices and processes are built to eliminate biases at every stage. We look forward to meeting you.

Our Values: Character counts. Be customer obsessed. Build something better. We win together. Be a catalyst.