Customer Support Representative

7shifts; Saskatoon; On-site; CAD 45,000 - 65,000; Full time

Job summary

Join a rapidly growing SaaS company, 7shifts, as a Customer Support Representative, where you'll play a vital role in ensuring customer satisfaction and retention. You'll engage with customers via chat, email, and phone to troubleshoot issues, educate them on our product, and contribute to our mission of transforming team management in the restaurant industry. This opportunity offers competitive health benefits, a flexible work environment, and a chance to grow in a supportive culture.

Benefits

Flexible vacation policy

Competitive health benefits

Lifestyle spending accounts

Parental leave program

Professional growth support

Apple technology setup

Qualifications

• 1-2 years of experience in a technical customer support role.
• Ability to communicate clearly and effectively.
• Experience troubleshooting customer issues.

Responsibilities

• Act as the first point of contact with customers via chat, email, and phone.
• Educate customers on product training and develop materials.
• Proactively track requests and identify software bugs.

Skills

Strong communication skills

Problem solving

Attention to detail

Resilience

Curiosity to learn

Tools

Web and mobile apps

Job description

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 theCustomer Support Representative at 7shifts, you will play a key role in the satisfaction and retention of our customers by empowering them to use 7shifts to its full value, and growing their business by providing personalized and trusted support. As the first point of contact for customers via chat, email and phone call, you will serve as a key contributor to the success of 7shifts as we continue to foster our vision of being the leading team management platform for restaurants.

We’re building an inclusive work environment that is representative of the diverse industry we have the pleasure of serving and encourage candidates from all backgrounds to apply.

We are currently offering two different shifts during the week, Sunday to Thursday and Tuesday-Saturday. Please note that the working schedule is subject to change depending on business needs. If a change is needed, there will be adequate notice and communication.

What you’ll do:

• Act as the first point of contact with 7shifts customers via chat, email and phone channels to effectively troubleshoot and problem solve concerns
• Educate customers on basic product training, including developing training materials and videos that help new customers use 7shifts to its fullest potential
• Identify new ways customers can benefit from the product, understanding their business challenges and finding creative solutions to their problems
• Proactively track requests and commonly occurring issues, identifying and reporting software bugs to the appropriate teams
• Collaborate closely with the Support team by actively participating in team meetings and discussions

What you bring:

• Previous experience in a technical customer support role (or similar) for at least 1-2 years
• Strong written and verbal communication skills - you will be the first point of contact for customers and being able to communicate clearly and effectively address customer questions and concerns is key
• Experience working or interacting with various web and mobile apps with the ability to effectively troubleshoot customer issues
• Resilience and resourcefulness to use the tools at your disposal and find the best approach to solving problems, leveraging strong attention to detail
• The ability to learn quickly in order to stay up to date on new features and product releases, adapting to current offerings to effectively assist customers
• Curiosity to learn new things and take on new challenges, taking ownership of contact with customers and ensure all necessary steps, investigation, troubleshooting, education, and communication are completed with both the customers and the applicable internal teams
• The ability to put yourself in the customers’ shoes to fully understand their point of view and address their needs

It’d be even cooler if you had:

• Experience working in the Support function of a SaaS company
• Experience supporting a US Payroll software
• Experience working in the restaurant industry
• Fluency in Spanish or French

Our commitment to our team members:

• Opportunity: It’s an exciting time to work at 7shifts—our product is evolving and our team is scaling quickly. Scale like this offers many unique learning opportunities in a short period of time, accelerating the professional growth of our team members
• Challenge: We’re tackling real problems for restaurant owners and we’re just getting started. Working at 7shifts means playing a key role in solving those problems and elevating an entire industry
• Culture: There’s a reason we’re one of the best workplaces in North America! We value integrity, adaptability and collaboration in an environment that moves quickly to drive incredible impact
• Equity:Equity in a Series C, VC-backed SaaS company—enabling every team member to be an owner of their future success!
• Health and Wellness: Competitive health benefits right from the start, lifestyle spending accounts, access to corporate discounts, and a parental leave program that supports caregivers during an important time in their lives
• Flexibility:Our team is intentional around how and where we work—whether that’s remotely, in person at our Toronto and Saskatoon offices, or a mix of both. Plus, we offer a flexible vacation policy to encourage everyone to recharge when they need it. Oh, and a ‘90 Day Shift’ program that supports our team members in exploring the world
• Support: We set our team members up for success with the latest Apple technology, a home office set up, and some fun 7shifts swag to make it official! Plus, we take professional growth seriously and support this through coaching, IDPs, peer and leader feedback, internal promotions, and more

We thank you for your interest in joining the 7shifts team!

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LinkedIn Profile

Are you legally entitled to work in Canada? * Select...

Please note that we are able to support immigration for candidates eligible through the Global Talent Stream (GTS) or the Provincial Nominee Program (PNP). These programs apply to candidates in engineering, IT, experience design, and data analyst roles that have completed formal education (degree or college program) in their designated field and have 5 or more years of experience.

Are you currently located in Saskatoon, SK? * Select...

Please note that this role is a remote or hybrid opportunity within Saskatoon.

Our Support team is the first point of contact for our customers and shifts are scheduled based on business needs. Currently we have a set schedule from Sundays to Thursdays. Would you be able to accommodate weekend hours as a part of the scheduling requirements? * Select...

How did you hear about 7shifts or this position? *

If you heard about us from someone on our team, please let us know who!

Can you provide an example of a time when you encountered a complex customer inquiry that required resilience? Please share the situation, the steps you took to troubleshoot, and the outcome. *