Customer Support Representative

HKR.TEAM; Argentina; Remote; ARS 61,494,000 - 99,928,000; Full time

Benefits offered by this job

Fair market pay

Remote, full-time job - independent

Afternoon US schedule in shifts

Start-up culture, young team

Job summary

HKR.TEAM, a remote-first company, seeks a Customer Support Specialist to support a US-based restaurant technology client. The role is full-time contractor-style and remote from Romania.

You will handle email, live chat, and Zoom inquiries, translating complex issues for non-technical owners and staff. You will collaborate with Product/Engineering, maintain the knowledge base, and participate in weekend on-call rotations.

Qualifications

• Strong technical aptitude and ability to explain complex issues clearly and patiently.
• Proven experience supporting customers via email, live chat, and Zoom.
• Genuine passion for support work and helping people, not just ticket closure.
• Comfort with support metrics (TTR, resolution time, CSAT) to guide workflow.
• Experience partnering with Product/Engineering and writing clear bug tickets.
• Able to manage a dynamic workload and participate in on-call weekend rotations.

Responsibilities

• Respond to customer questions and issues via email, live chat, and Zoom, resolving on first contact when possible.
• Translate complex product issues into clear, friendly explanations for non-technical restaurant owners and staff.
• Own and prioritize your queue to meet response targets.
• Write organized bug reports and feedback for Product/Engineering and follow up until resolved.
• Identify recurring issues and flag trends rather than closing tickets one by one.
• Maintain knowledge base, help docs, and macros to reduce repeat questions.
• De-escalate frustrated customers and stay calm under pressure.
• Participate in weekend on-call rotation to support restaurants during busy times.

Skills

Technical aptitude

Email support

Live chat

Zoom support

Bug reporting

Job description

Hey, you! Wanna become #OneOfUs?

We are on the lookout for the next awesome customer-obsessed problem solver to join HKR.TEAM as a Customer Support Specialist, working for a US-based client in the restaurant technology space that serves as a Virtual Concierge AI for hospitality businesses.

Btw, HKR.TEAM was remote before it was even cool!

Remote Is Allowed, Encouraged, And The Norm. Now, And Forever. There’s Only One Catch, And It Comes From This Guy

Whatever you are, be a good one - Abraham Lincoln.

What you’ll be doing?

• Be the go-to hero for customers by responding to questions and issues across email, live chat, and Zoom, resolving as much as possible on the first contact.
• Translate complex product issues into clear, friendly, and simple explanations for non-technical restaurant owners and staff.
• Own your queue like a boss, prioritizing dynamically throughout the day to hit response targets like Time to First Response.
• Team up with Product and Engineering by writing organized, actionable bug reports and feature feedback, and following up until they are fully resolved.
• Play detective by spotting patterns in recurring issues and proactively flagging trends rather than just closing tickets one by one.
• Keep the knowledge flowing by contributing to and maintaining help docs, macros, and internal knowledge base articles to reduce repeat questions.
• Stay cool as a cucumber, effectively de-escalating frustrated or urgent customers when needed.
• Participate in a shared weekend on-call rotation, making sure restaurants are supported during their busiest times outside standard weekday hours.

About You

• You have a strong technical aptitude with the superpower to explain complex issues simply and patiently.
• You’ve got the creds: proven experience supporting customers across email, live chat, and video platforms like Zoom.
• You genuinely love support work—you are motivated by solving real problems and helping people, not just closing tickets.
• You’re super comfortable working with support metrics (Time to First Response, resolution time, CSAT) and using them to guide your daily workflow.
• You have experience partnering seamlessly with Product and Engineering teams, including writing clear bug tickets.
• You are highly organized, capable of managing a dynamic workload, and available to work occasional weekend shifts as part of an on-call rotation.

Perks

• Fair market pay
• Remote, full-time job - work as an independent contractor from the comfort of your own home!
• Afternoon US schedule in shifts (with 1 hour of lunch break)
• Start-up culture, young team, no egos, no BS

About Us

At HKR.TEAM, we're all about the start-up life—innovative and dynamic, not corporate and stuffy. We're on a mission to simplify global HR.

Transparent culture, tech-savvy, and quick decision-making.

Feedback fuels our growth, and we celebrate all wins. Meritocracy is our game; it's what you bring to the table that counts.

Fantastic mix of US clients with more to come.

We value ownership and getting things done. We ask, "How much did you care?" If you're passionate, you're nailing it.

Ideal for creative minds who love contributing ideas and improving processes.

Oh... and we don't waste time in useless meetings.

Location

Based in Bucharest and Cluj, Romania, we’re remote‑first. Whether you work from home or pop into the office, we support what works best for you. Embracing change is who we are.