Customer Support Specialist

Swoon; Atlanta (GA); Remote; Full time

Job summary

A leading company in the food delivery sector is seeking a Tier 1 Customer Support Specialist to enhance user experience through effective technical support. This fully remote role requires strong communication skills and a proactive approach to problem-solving, with a flexible schedule covering afternoons and evenings. The position focuses on resolving inquiries and technical issues related to the company's robust technology platform.

Benefits

Health insurance

Dental insurance

Vision insurance

Qualifications

• Entry level position.
• Flexibility across afternoon and evening shifts required.

Responsibilities

• Provide first-line support for merchants and end-users.
• Troubleshoot issues related to menu configuration.
• Document support cases accurately.

Skills

Detail-oriented

Empathy

Communication

Problem-solving

Job description

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Swoon is hiring for our Food Delivery Platform Client for fully remote role.

This is a 5-month contract opportunity with Benefits - Health, Dental & Vision (50% of premium covered for contractor).

Location: Remote (U.S. Based)

About the Team

We are on a mission to simplify operations for hospitality businesses through a robust and intuitive technology platform. Our all-in-one solution empowers restaurants, bars, and other service-driven venues with online ordering, analytics, menu management, and more. As we scale, our Customer Support team is the heart of our user experience—resolving issues, guiding users, and ensuring success.

About the Role

We are looking for a detail-oriented and empathetic Tier 1 Customer Support Specialist to join our support team. This role covers a fixed Thursday–Monday schedule and requires flexibility across afternoon and evening shifts.

You will be the frontline resource for customer and merchant support, triaging and resolving technical issues related to online ordering, menu setup, ticket routing, reporting discrepancies, and more. Most interactions will take place via email and text, with occasional phone or video support based on the complexity of the issue.

Key Responsibilities

• Provide first-line (Tier 1) support for merchants, end-users, internal teams, and partners.
• Troubleshoot issues related to menu configuration, customer interface, ticket printing, and reporting tools.
• Communicate effectively with customers and escalate complex cases to Tier 2 as needed.
• Collaborate cross-functionally to continuously improve the customer experience.
• Document support cases accurately and contribute to internal knowledge bases.
• Develop a strong understanding of our product suite and stay up to date as features evolve.

If interested in more details, please apply

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service

• Industries

  Restaurants

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Inferred from the description for this job

Medical insurance

Vision insurance

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