Customer Support & Onboarding Lead

Hellometer; California (MO); Hybrid; USD 40,000 - 80,000; Full time

Job summary

An innovative firm is seeking a Customer Support & Onboarding Lead to enhance customer satisfaction in the restaurant industry. In this pivotal role, you will manage support tickets, resolve technical issues, and oversee the onboarding of new locations. Your expertise will ensure that customers receive exceptional service and maximize the value of our cutting-edge AI technology. Join a fast-growing team that values problem-solving and customer interactions, and be part of a transformative journey in optimizing restaurant operations. If you are passionate about technology and customer success, this opportunity is perfect for you!

Benefits

Competitive salary

Flexible work arrangements

Growth opportunities

Work with cutting-edge AI technology

Qualifications

• 1-3 years of experience in customer support or technical support.
• Strong problem-solving skills and ability to troubleshoot technical issues.

Responsibilities

• Manage customer support ticket queue and ensure timely resolutions.
• Coordinate new location installations and provide training to customers.

Skills

Problem-solving skills

Technical troubleshooting

Customer support experience

Communication skills

Organizational skills

Data analysis

Tools

Zendesk

Job description

Location: [Hybrid Remote / Office]
Job Type: Full-Time

About Hellometer

Hellometer is revolutionizing the restaurant industry with computer vision-AI that optimizes efficiency and improves customer experience. Our cutting-edge technology provides real-time insights to help restaurants reduce wait times and improve operations. We're growing fast and looking for passionate individuals to join our team!

Job Description

As a Customer Support & Onboarding lead, you will be the lead singer responsible for making happy customers. You will manage the customer support ticket queue, proactively identifying and resolving customer issues using internal monitoring tools, and overseeing the installation and setup of new locations. You’ll play a critical role in ensuring customers have a smooth experience with our platform from onboarding through ongoing support.

Responsibilities

Customer Support & Proactive Issue Resolution

• Manage and prioritize the customer support ticket queue, ensuring timely responses and resolutions.
• Use internal monitoring tools to proactively identify potential customer issues before they arise.
• Troubleshoot and resolve technical issues, escalating complex cases to engineering as needed.
• Provide clear, step-by-step guidance to customers via email, chat, and phone support.
• Maintain accurate documentation of support cases and contribute to a growing knowledge base.

New Location Installation & Onboarding

• Coordinate with customers and internal teams to schedule and complete new location installations.
• Guide restaurant operators through the setup process, ensuring their locations are properly configured on the Hellometer platform.
• Provide training and best practices to new customers, ensuring they maximize the value of our analytics tools.
• Proactively check in with newly onboarded locations to ensure a successful transition and address any early-stage concerns.

Qualifications

• 1-3 years of experience in customer support, technical support, onboarding, or a related role.
• Strong problem-solving skills and ability to troubleshoot technical issues.
• Experience managing customer support ticket queues with tools like Zendesk.
• Ability to analyze data and use internal monitoring tools to proactively address customer needs.
• Excellent communication skills and ability to explain technical concepts in an easy-to-understand way.
• Detail-oriented and highly organized, with the ability to manage multiple tasks at once.
• Familiarity with restaurant operations or SaaS-based analytics tools is a plus.

Benefits

• Competitive salary
• Work with cutting-edge AI technology in a fast-growing company.
• Flexible work arrangements, including remote options.
• Growth opportunities within a collaborative and dynamic team.

If you love problem-solving, customer interactions, and working with innovative technology, we’d love to hear from you! Apply today!