Customer Support Representative

Hkr.Team; Norte; Remote; COP 26,195,000 - 39,293,000; Full time

Benefits offered by this job

Fair market pay

Remote full-time

Afternoon US schedule

Start-up culture

Job summary

HKR.TEAM is hiring a Customer Support Specialist for a US-based restaurant technology client. This remote-first role supports customers via email, live chat, and Zoom, aiming for first-contact resolution.

You will translate complex product issues into simple explanations, prioritize your queue, and collaborate with Product/Engineering to provide feedback and bug reports. Weekend on-call rotation is required.

Qualifications

• Strong technical aptitude with the ability to explain complex issues clearly and patiently.
• Proven experience supporting customers via email, live chat, and Zoom.
• You genuinely love support work and solving real problems, not just closing tickets.
• Comfortable working with support metrics (Time to First Response, resolution time, CSAT).
• Experience partnering with Product and Engineering, including writing clear bug tickets.
• Highly organized and able to manage a dynamic workload; available for weekend on-call.

Responsibilities

• Respond to customer questions and issues across email, live chat, and Zoom, aiming for first-contact resolution.
• Translate complex product issues into simple, friendly explanations for non-technical restaurant owners and staff.
• Own and prioritize your queue to meet response targets and service level goals.
• Collaborate with Product and Engineering; write actionable bug reports and follow up until resolved.
• Identify patterns in recurring issues and flag trends to reduce repeat tickets.
• Contribute to and maintain help docs, macros, and knowledge base articles to reduce questions.
• De-escalate frustrated or urgent customers effectively.
• Participate in a shared weekend on-call rotation to support restaurants during peak times.

Job description

Customer Support Representative

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.