Customer Support Specialist

MarginEdge; Arlington (VA); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company in the restaurant industry is seeking a Customer Support Specialist to provide exceptional service to clients. The ideal candidate will possess customer support experience, strong communication skills, and a passion for helping others. This role offers a dynamic work environment, with opportunities for growth and learning, as well as a comprehensive benefits package including unlimited PTO and health insurance.

Benefits

Unlimited Paid Time Off

Comprehensive Health Insurance

Health Savings Account with employer match

Commuter benefits

Life Insurance and Disability coverage

Paid holidays and 401(k) with matching

Stock options

12-week paid parental leave

Catered lunches twice a week

Wellness programs and discounts on fitness activities

Qualifications

• Experience in hospitality management or account management at an accounting firm.
• Firsthand knowledge of the restaurant industry.

Responsibilities

• Provide excellent support via phone, Google Meet, and email.
• Troubleshoot client issues and help restaurants resolve problems.
• Develop a strong understanding of our software platform.

Skills

Customer Support

Communication

Problem Solving

Hospitality

Accounting

Tools

Excel

Point of Sale Systems

Job description

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Job Summary

We’re seeking a talented Customer Support professional to join our team and help our clients succeed and become passionate about our platform. The Customer Support Specialist role is ideal for someone with customer support experience, great communication skills, hospitality or accounting firm experience, firsthand knowledge of the restaurant industry, and a solid understanding of complex point of sale systems. The ideal candidate is detail-oriented, adaptable in problem-solving, multi-tasks efficiently, enjoys client interaction, and is genuinely eager to learn.

About MarginEdge

As a team built by former (and current!) restaurant operators, our mission is to bring operators the same energy, attention to detail, and passion that they bring to their guests. Our culture is deeply rooted in service, partly because many of our team come from hospitality backgrounds, and because we believe it is the right way to run a business. We design our software with profound empathy for the complexity of running a restaurant, aiming to make back-office tasks easier and empower operators with real-time data.

Responsibilities

1. Provide excellent support via phone, Google Meet, and email.
2. Troubleshoot client issues and help restaurants resolve problems, including west coast clients from 12-8pm EST and potential weekend coverage.
3. Follow up with customers regarding their questions or requests with longer resolution times.
4. Develop a strong understanding of our software platform and customer tools.
5. Continuously learn about new features and updates to the platform.
6. Work collaboratively with other teams to resolve customer issues.
7. Participate in team meetings and contribute to support process improvements.

Qualifications and Skills

1. Proficiency in customer support tools and complex point of sale systems.
2. Firsthand knowledge of the restaurant industry and its operational challenges.
3. Understanding of MarginEdge’s software platform and its applications.
4. Ability to navigate internal workflows, policies, and procedures effectively.
5. Experience in hospitality management or account management at an accounting firm working with small businesses.

Nice to Have

1. Passion for customer service and troubleshooting.
2. Excellent verbal and written communication skills.
3. Solid Excel skills, including reviewing financial reports.
4. Curiosity and creativity in exploring new products and solving customer challenges.

Work Environment

Imagine a vibrant restaurant environment—surrounded by a team that cares about hospitality, quality, and each other—minus the long nights and weekends. We work hard, move fast, and foster transparency, trust, and empowerment. Whether remote or in our office, you’ll work with your manager to find what works best for you. Our office features a full commercial kitchen and is within walking distance of the metro.

Benefits

• Unlimited Paid Time Off for a healthy work-life balance.
• Comprehensive health insurance, including Medical, Dental, Vision, and Disability.
• Health Savings Account with employer match.
• Commuter benefits.
• Life Insurance and Disability coverage.
• Paid holidays and 401(k) with matching.
• Stock options and 12-week paid parental leave.
• Catered lunches twice a week at our HQ.
• Wellness programs and discounts on fitness activities.

Recognition

Our high employee satisfaction is reflected in our Glassdoor ratings and recognition as a top small business by the Washington Post. Our clients also praise us on platforms like Capterra and G2 Crowd.

Additional Details

Position: Entry level, Full-time, in the Restaurants industry. Located in Washington, D.C., or remote.