Customer Support Representative (Mexico) - Mandarin Speaking
Owner
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Benefits offered by this job
Job summary
Owner is seeking a Customer Support Representative to engage with restaurant owners and guests, delivering empathetic, clear assistance across channels. You will manage inquiries, balance quick resolutions with durable solutions, and maintain a customer-first mindset.
Role requires 3–5+ years in fast-paced support, and fluency in English and Spanish. A remote-first environment with flexible shifts is offered, with a focus on accuracy, teamwork, and professional growth.
Qualifications
- 3–5+ years of customer support or customer service experience.
- Fluency in Spanish and English (C1/C2).
- Experience handling escalations and complex issues with professionalism and empathy.
Responsibilities
- Provide hospitality‑driven, empathetic support to restaurant owners and guests.
- Handle inbound calls, chats, and emails with accuracy and care.
- Document interactions clearly in the CRM for continuity and accountability.
- Collaborate with teammates to share knowledge and improve tools and processes.
Skills
Tools
Job description
Owner is the AI-native system local business owners use to succeed, starting with restaurants.
We’re building the system that replaces the many tools owners use to run their business.
It powers everything from the restaurant’s website, online ordering, CRM, POS, and more.
Most small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically.
Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it.
Using Owner should feel like having a team of great operators, engineers, and marketers working for you.
We’re starting by helping independent restaurants succeed online.
But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.
Once we nail the solution for restaurants – we’ll scale it into every other local business type.
In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.
Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website.
More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.
Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.
We’ll be scaling even faster in 2026 to keep pace with our customer growth.
Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!
As a Customer Support Representative, you are often the first human connection a restaurant owner or guest has with Owner. You set the tone in moments that matter. By listening deeply, communicating clearly, and taking ownership through resolution, you help customers feel confident that Owner has their back. You bring a hospitality-driven, empathetic tone to every interaction—especially when customers are stressed, frustrated, or unsure—so they feel respected, supported, and cared for.
This role is about more than answering questions. It’s about earning trust, solving the right problem (not just the fastest one), and doing the work with care. You’ll partner closely with customers to understand what’s really happening, take thoughtful action, and follow through so issues are resolved end-to-end.
We’re looking for someone who is fluent in both Spanish and English (C1/C2) and can deliver calm, empathetic, and precise support in both languages. You know how to meet people where they are, adapt your communication style, and bring clarity to stressful situations.
Owner moves fast and holds a high bar. This is a performance-driven environment where quality, accountability, and judgment matter deeply. You’ll manage a high volume of calls, and some texts and emails multi-tasking effectively, staying organized across multiple workstreams, and maintaining accuracy, professionalism, and a customer-first mindset throughout. You’ll be trusted with complex situations and expected to make decisions that balance immediate customer needs with durable, long-term solutions.
This role is a strong fit for experienced support professionals who enjoy staying close to customers, take pride in doing things the right way, and want to contribute to a team that is reliable, thoughtful, and collaborative.
Our Customer Support team provides 24/7, 365-day support to restaurant owners and their guests, so open weekend availability and flexibility to work both morning and evening shifts are required.
Consistently deliver a hospitality-driven, empathetic call and message tone that reflects Owner’s standards for care, professionalism, and respect, even in high-pressure or emotionally charged situations
Deliver timely, accurate, and empathetic support across a high volume of inbound phone calls, as well as some chats and emails from restaurant owners and their guests
Effectively manage multiple concurrent conversations and tasks, maintaining strong organization, prioritization, and follow-through across all workstreams
Take ownership of complex or high-priority issues, using structured problem-solving, sound judgment, and clear communication to drive resolution
Consistently meet or exceed a 90%+ customer satisfaction score while maintaining quality and accuracy
Document customer interactions clearly and thoroughly in Salesforce to ensure continuity, visibility, and accountability
Collaborate closely with teammates in Slack to provide consistent, high-quality support and a strong team experience
Share knowledge, feedback, and best practices that raise the bar for the entire support team
Identify patterns and recurring issues, and surface insights that help improve tools, processes, and documentation for customers and internal teams
3-5+ years of customer support or customer service experience, ideally in a B2B SaaS, technology, e-commerce, internet, or software-driven environment
Proven success in a high-volume, fast-paced support role with clear performance expectations
Fluency in Spanish and English (C1/C2), with strong written and verbal communication skills in both languages
Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment
Demonstrated ability to support teammates through mentoring, training, or serving as a subject-matter expert
Experience working in a CRM environment (Salesforce preferred), and familiarity with telephony systems such as Intercom, TalkDesk, or similar tools
Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure
Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations
A reliable home workspace with stable, high-speed internet and minimal background noise
- Background in hospitality, restaurants, retail, or other high-volume, customer-facing service environments
- Experience supporting restaurant owners, small business owners, or hospitality-focused businesses
- Familiarity with support metrics such as CSAT, QA, FCR, and SLAs
- Experience working on a remote or distributed team and collaborating across time zones
The estimated yearly compensation for this role is the local equivalent to $20,000 USD ($1666 USD/month)
Other benefits include comprehensive health coverage, remote work, WFH Stipend, unlimited PTO - plus extra fun perks!
- Recruiter Screen — 30-minute video call to align on your background, what you're looking for, and answer any early questions.
- Hiring Manager Screen — 30-minute video interview to go deeper on your experience and how you work.
- Full Interview Round — 45-minute mock role play video interview with team leaders to see how you handle real customer interactions. The team lead will play the role of the customer while you act as one of our Customer Support Agents.
- Final Round — 30-minute video conversation with a senior leadership member.
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