Support Specialist, Operations

Job description

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too! The Support Specialist helps Restaurant365 customers resolve questions and issues across the R365 platform.  You’ll support customers through tickets, live chat, and phone calls, guiding them through workflows, resolving common issues, and escalating complex cases when needed. This role is ideal for someone who is detail-oriented, customer-focused, and thrives in a fast-paced, high-volume support environment. ### How you'll add value: - Support customers via tickets, live chat, and outbound phone - Ask targeted questions to quickly understand and resolve customer issues - Guide customers through Restaurant365 workflows and best practices - Troubleshoot common issues using support tools and knowledge base resources - Escalate complex issues to the appropriate team with clear notes and context - Manage a personal ticket queue while meeting SLA and quality expectations - Participate in live chat rotations - Identify recurring issues and suggest documentation improvements - Demonstrate reliable and punctual attendance across assigned shifts, including remote or hybrid setups, while ensuring clear and timely communication with management regarding availability, scheduling changes, or unforeseen delays — particularly when supporting customers across multiple time zones - Other duties as assigned ### What you'll need to be successful in this role: - 1+ year experience in customer support, help desk, or call-center environments (SaaS preferred) - Strong communication skills (written and verbal) - High attention to detail and strong time management skills - Ability to work under pressure and stay solution-oriented - Comfort using ticketing systems, chat tools, and phone support workflows - Excel skills (sorting, filtering, basic formulas) - Willingness to learn new software and support processes - Reliable and punctual attendance in assigned shifts and workdays including providing clear and timely communication with management regarding availability and scheduling changes PREFERRED QUALIFICATIONS - Experience supporting SaaS business software (ERP/accounting/inventory tools a plus) - Restaurant industry experience - Bachelor’s degree in business, finance, accounting, or related field ### R365 Team Member Benefits & Perks - Competitive compensation package - Comprehensive medical benefits - R365 pays 100% of the premium for medical, dental, and vision insurance for employees - 401k + matching - Team member stock options - Flexible PTO + Company holidays - Wellness initiatives **This role is hybrid, balancing flexibility with the value of in-person collaboration. To support connection, partnership, and team effectiveness, employees are expected to work onsite each Tuesday and Wednesday.** ### Why join our amazing team? - We're a community that prides itself in creating innovative solutions and producing quality work. - Our product is the secret ingredient that makes a real difference to restaurants nationwide. - The open-concept work environment that we've created is causal, collaborative, and cultivates communication.