Customer Support Representative

7shifts; British Columbia; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading company in team management software is seeking a Customer Support Representative. This entry-level role involves providing empathetic and solution-focused support to customers, ensuring they maximize the platform's value. The representative will troubleshoot issues, educate users, and collaborate with the support team to enhance customer satisfaction.

Qualifications

• 1-2 years of experience in a technical customer support role.
• Strong communication skills to address customer questions.

Responsibilities

• Act as the first contact point for customers via chat, email, and phone.
• Educate customers on product features and create training materials.

Skills

Communication

Problem Solving

Empathy

Job description

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7shifts is an all-in-one team management software platform designed for the restaurant industry. We’re used by 1 in 10 restaurant workers and over 50,000 restaurants across North America. Our mission is to simplify team management and improve performance for restaurants, with a long-term vision of elevating what restaurant teams can achieve together.

As the Customer Support Representative at 7shifts, you’ll be a key driver of customer satisfaction and retention by helping them unlock the full value of our platform. Serving as the first point of contact via chat, email, and phone, you’ll provide personalized, empathetic, and solution-focused support, contributing significantly to 7shifts’ success.

We’re committed to building an inclusive work environment that reflects the diverse industry we serve and encourage candidates from all backgrounds to apply.

We currently offer two shifts during the week: Sunday to Thursday and Tuesday to Saturday. Please note that schedules may change based on business needs, with adequate notice provided.

What you’ll do:

1. Act as the first contact point for 7shifts customers via chat, email, and phone to troubleshoot and resolve concerns.
2. Educate customers on basic product features, including creating training materials and videos to help new users maximize the platform.
3. Identify new ways customers can benefit from the product, understand their business challenges, and find creative solutions.
4. Proactively track requests and common issues, report bugs to the relevant teams.
5. Collaborate with the Support team through active participation in meetings and discussions.

What you bring:

1. 1-2 years of experience in a technical customer support role or similar.
2. Strong communication skills—both written and verbal—to effectively address customer questions and concerns.
3. Experience with web and mobile apps, capable of troubleshooting customer issues.
4. A resourceful, resilient problem-solving approach, with attention to detail.
5. Ability to quickly learn and stay updated on new features and product releases.
6. Curiosity and commitment to owning customer interactions, ensuring thorough investigation and proactive education.
7. Empathy and efficiency in addressing customer needs.

Preferred qualifications:

1. Experience in support roles within SaaS companies.
2. Experience supporting US payroll software.
3. Background in the restaurant industry.
4. Fluency in Spanish or French.

Additional details:

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Customer Service
• Industries: Software Development and Restaurants

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