Customer Support Specialist

Hostie AI, Inc.; Northern (KY); Hybrid; USD 70,000 - 77,000; Full time

Job summary

Hostie AI, Inc. is seeking a customer support specialist to join its remote-first team. You will handle guest inquiries via email, live chat, and Zoom, resolving many issues on first contact and translating complex tech into clear, friendly guidance for restaurant staff and owners.

You will own your queue, prioritize tasks, and contribute to and maintain knowledge bases while contributing to product feedback. Weekend on-call shifts are required.

Qualifications

• Experience supporting customers via email, live chat, and video.
• Ability to explain technical issues to non-technical staff.
• Organized with a dynamic workload and metrics awareness.
• Comfortable with support metrics and on-call shifts.

Responsibilities

• Respond to customer questions across email, live chat, and Zoom, resolving on first contact when possible.
• Explain technical issues clearly for restaurant staff and owners.
• Own your queue and prioritize to meet response targets.
• Write detailed bug reports and feature feedback for Product/Engineering.
• Spot patterns in recurring issues and flag trends.
• Maintain help docs and internal knowledge base.
• Stay calm with frustrated customers and de-escalate when needed.
• Participate in weekend on-call rotation.

Skills

Technical aptitude

Customer support

Multi-channel support

Bug ticketing

On-call rotation

Tools

Zoom

Job description

Hostie is your restaurant’s Virtual Concierge, making sure every call, text, or question gets answered in your voice. Behind the scenes, we handle guest communication, reservations, events, and takeout automatically, all in one place. Hostie takes care of the noise so your staff can focus on the service.

Restaurants across North America use Hostie to ensure no guest goes unanswered while giving their teams more time to focus on hospitality.

Hostie integrates with platforms like OpenTable, Toast, and SevenRooms and is backed by Gradient Ventures (Google’s AI fund), Obvious Ventures (founded by Ev Williams), and leading hospitality investors.

Who We Are

Hostie is your restaurant’s Virtual Concierge, making sure every call, text, or question gets answered in your voice. Behind the scenes, we handle guest communication, reservations, events, and takeout automatically, all in one place. Hostie takes care of the noise so your staff can focus on the service.

Restaurants across North America use Hostie to ensure no guest goes unanswered while giving their teams more time to focus on hospitality.

Hostie integrates with platforms like OpenTable, Toast, and SevenRooms and is backed by Gradient Ventures (Google’s AI fund), Obvious Ventures (founded by Ev Williams), and leading hospitality investors.

What You’ll Do:

• Responding to customer questions and issues across email, live chat, and Zoom, resolving as much as possible on first contact
• Breaking down technical or complex product issues into clear, friendly explanations for non-technical restaurant staff and owners
• Owning your queue and prioritizing dynamically throughout the day to hit response and resolution targets, including Time to First Response
• Writing organized, detailed bug reports and feature feedback for Product and Engineering, and following up until issues are resolved
• Spotting patterns in recurring issues and proactively flagging trends rather than just closing tickets one by one
• Contributing to and maintaining help docs, macros, and internal knowledge base articles to reduce repeat questions
• Staying calm and effective with frustrated or urgent customers, de-escalating where needed
• Participating in a weekend on-call rotation, since restaurants generate a meaningful share of support volume outside standard weekday hours

What We’re Looking For:

• Technical aptitude with the ability to explain complex issues simply and patiently
• Experience supporting customers across email, live chat, and video (Zoom or similar)
• Genuinely enjoys support work — motivated by solving problems and helping people, not just closing tickets
• Comfortable working with support metrics (Time to First Response, resolution time, CSAT) and using them to guide your day
• Experience partnering with Product and Engineering, including writing clear, actionable bug tickets
• Highly organized, able to manage a dynamic workload, and available to work occasional weekend shifts as part of a shared on-call rotation

Why Join Us:

• A fast-growing market and a chance to make a real impact: The restaurant technology space is expanding quickly, driven by rising demand for digital operations, reservations, and guest experience tools - and restaurants are under more pressure than ever to modernize. You'll join a lean, high-growth team where your work directly shapes how restaurants run better and where individual contributions have outsized impact on the business and the success of the customers we support.
• Collaborative environment: You'll receive support and guidance from experienced colleagues and managers, helping you learn, grow, and achieve your personal/professional goals.

What Else You Need to Know:

• The yearly total cash compensation for this role is $70-$77k. Actual compensation will be determined on an individual basis and may vary depending on location, experience, skills, and qualifications. Base salary is just one part of your total rewards package - full-time positions are also eligible for equity awards and benefits.
• Hostie is a remote-first company. Our HQ is in San Francisco, CA but our team is fully distributed with no onsite requirements.