Customer Support Specialist

7Seventy; United States; Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Equity compensation

Benefits

Job summary

7Seventy, a restaurant technology company, seeks a Customer Support Specialist to provide responsive support across email, live chat, and Zoom. You will own frontline issues, explain complex product questions clearly, and manage a dynamic support queue while collaborating with Product and Engineering.

Ideal candidates enjoy problem solving, helping customers, and taking ownership through resolution. The role emphasizes documentation, trend analysis, and on-going support improvements in a

Qualifications

• Excellent written and verbal communication skills.
• Ability to explain technical concepts to non-technical users.
• Experience handling email, live chat, and video platforms (e.g., Zoom).
• Comfort with customer support metrics (TFR, resolution time, CSAT).
• Experience collaborating with product/engineering teams.

Responsibilities

• Respond to customers via email, live chat, and Zoom, resolving issues on first interaction when possible.
• Explain technical/product questions clearly to restaurant staff and owners.
• Own and manage support queue, prioritizing to meet targets and TTR.
• Create detailed bug reports and feedback for product/engineering.
• Follow up on escalated issues until full resolution.
• Identify recurring patterns and flag trends to reduce repeats.
• Maintain and improve help docs and internal knowledge base.

Skills

Clear communication

Technical aptitude

Customer empathy

Queue management

Bug reporting

Job description

Additional Compensation: Eligible for equity awards and benefits

Position Overview

This Customer Support Specialist role is responsible for providing responsive, high-quality support to customers across email, live chat, and Zoom. You will own frontline customer issues, explain technical or complex product questions in clear language, manage a dynamic support queue, and work closely with Product and Engineering when problems require deeper investigation.

The role is well suited to someone who enjoys solving problems, helping customers, and taking ownership of issues through resolution. It also includes maintaining support documentation, identifying recurring issue patterns, and contributing to improvements that make support more efficient over time.

What You’ll Do

• Respond to customer questions and issues through email, live chat, and Zoom, resolving as much as possible during the first interaction.
• Explain technical or complex product issues clearly and patiently to non-technical restaurant staff and owners.
• Own and manage your support queue throughout the day, adjusting priorities as needed to meet response and resolution targets, including Time to First Response.
• Create clear, organized, and detailed bug reports and feature feedback for Product and Engineering.
• Follow up on escalated issues until they are fully resolved.
• Identify patterns in recurring customer issues and proactively flag trends instead of treating each ticket as an isolated case.
• Contribute to and maintain help documentation, macros, and internal knowledge base articles to reduce repeat questions and improve support efficiency.
• Stay calm and effective when working with frustrated or urgent customers and de-escalate situations when necessary.
• Participate in a shared weekend on-call rotation to support customers during periods of higher weekend support volume.

Qualifications

• Strong technical aptitude with the ability to explain complex issues in simple, clear, and patient language.
• Experience supporting customers through email, live chat, and video platforms such as Zoom.
• Strong interest in customer support work and a genuine motivation to solve problems and help people.
• Comfort working with customer support metrics, including Time to First Response, resolution time, and CSAT.
• Ability to use support metrics to prioritize work and manage daily responsibilities.
• Experience collaborating with Product and Engineering teams.
• Ability to write clear, actionable bug tickets with enough detail for technical teams to investigate effectively.
• Strong organizational skills and the ability to manage a changing workload throughout the day.
• Availability to work occasional weekend shifts as part of a shared on-call rotation.

Why This Role Stands Out

• Join a fast-growing organization serving the restaurant technology space.
• Work in an environment where individual contributions can directly affect customer success and product improvement.
• Collaborate with experienced teammates and managers who support professional growth and development.
• Work in a remote-first environment with a fully distributed team and no onsite requirement.
• Receive competitive compensation, equity eligibility, benefits, and opportunities for meaningful ownership.