IT Support & Menu Operations Coordinator (AI-Powered)

Kung Fu Tea; New York (NY); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

401(k)

Health insurance

Life insurance

Paid time off

Vision insurance

Job summary

Kung Fu Tea in New York, NY seeks a technically-skilled IT support specialist to be the go-to for stores and corporate teams. You will handle tickets, manage POS and menu setups, and leverage AI tools daily to speed up workflows.

You’ll own menu setup across platforms, roll out quarterly menus, and create reusable guides while assisting other teams with AI-driven automation. This role emphasizes rapid problem resolution and clear communication.

Qualifications

• 2+ years in IT support or helpdesk, including managing a ticket queue.
• Calm, friendly communicator on the phone and email, supporting store owners and staff.
• Patient with non-technical coworkers, and able to explain technology in plain words.
• Solid technical foundation: Windows and Mac, Google Workspace, basic networking (IP addressing, DHCP, Wi-Fi), and device setup.
• Hands-on experience with POS systems in restaurants, retail or multi-location operations.
• You use Claude or Gemini every day in your own work, and can show real examples.
• You've used AI to automate or speed up at least one repetitive task, and can show what it did and the time it saved.
• A sharp eye for detail: every menu item and price entry should be exactly right.
• Flexibility to help with urgent store needs outside normal hours when a launch or store needs it.

Responsibilities

• Support stores, franchisees and corporate team via ticket, email and phone, from first reply to resolution.
• Manage the support ticket queue (Freshdesk): triage, prioritize, follow up and close.
• Support POS systems across our stores, including Toast: terminals, kitchen screens, printers, kiosks and connectivity.
• Keep the office running smoothly: Google Workspace accounts and access, Windows and Mac, printers, networking and Wi-Fi.
• Get stores back up and running quickly when something goes down.
• Own how menus and products are set up across our POS and ordering platforms: in-store, app, delivery and online.
• Build and check menus for stores moving to Toast POS.
• Set up and launch quarterly menus, limited‑time offers and new products across the network.
• Handle menu requests from stores and franchisees, and enter approved price changes exactly as decided.
• Use Claude and Gemini daily to draft menu setups, triage tickets, and write replies and documentation.
• Use Claude and Gemini to build small tools and automations that make repetitive menu and support work faster. No coding background needed.
• Build checks that keep menu setups consistent across every store.
• Turn every solution into a reusable guide or template.
• Sit down with teams like Marketing, Operations and Accounting to find the repetitive tasks that slow them down.
• Set up simple AI workflows for them with Claude and Gemini, working alongside our IT team.
• Show coworkers how to use them, and track the hours each one saves.

Skills

IT support

Calm communicator

Explain tech simply

Windows and Mac

Google Workspace

Basic networking

POS systems knowledge

Claude/Gemini usage

AI automation

Attention to detail

After-hours flexibility

Education

Bachelor's degree in IT/CS

Tools

Freshdesk

Zendesk

ServiceNow

Jira

Job description

Love solving technical problems, and finding smarter ways to solve them? Come do it at America's largest bubble tea brand.

You'll be the technical go-to for our stores and corporate team, helping them through support tickets, emails and calls. You'll also own how our menus show up across hundreds of stores, with every price entered exactly as decided. We run on AI and automation, and you'll use them every day to set up menus faster, roll out updates cleanly, and resolve tickets in minutes. You'll also spend about 20% of your time helping our other teams work faster with AI.

If you love using AI to work smarter and free up time for what matters most, you'll fit right in.

What you'll do

Support and POS (the core of the job)

• Help stores, franchisees and our corporate team by ticket, email and phone, from first reply to resolution.
• Manage the support ticket queue (we use Freshdesk): triage, prioritize, follow up and close.
• Support POS systems across our stores, including Toast: terminals, kitchen screens, printers, kiosks and connectivity.
• Keep the office running smoothly: Google Workspace accounts and access, Windows and Mac, printers, networking and Wi-Fi.
• Get stores back up and running quickly when something goes down.

Menu operations

• Own how menus and products are set up across our POS and ordering platforms: in-store, app, delivery and online.
• Build and check menus for stores moving to Toast POS.
• Set up and launch quarterly menus, limited‑time offers and new products across the network.
• Handle menu requests from stores and franchisees, and enter approved price changes exactly as decided.

AI and automation in everything you do

• Use Claude and Gemini daily to draft menu setups, triage tickets, and write replies and documentation.
• Use Claude and Gemini to build small tools and automations that make repetitive menu and support work faster. No coding background needed.
• Build checks that keep menu setups consistent across every store.
• Turn every solution into a reusable guide or template.

Helping our teams work smarter with AI (about 20% of your time)

• Sit down with teams like Marketing, Operations and Accounting to find the repetitive tasks that slow them down.
• Set up simple AI workflows for them with Claude and Gemini, working alongside our IT team.
• Show coworkers how to use them, and track the hours each one saves.

What we're looking for

• 2+ years in IT support or helpdesk, including managing a ticket queue.
• A calm, friendly communicator on the phone and over email, who helps store owners and staff feel supported, especially in urgent moments.
• Patient with non-technical coworkers, and able to explain technology in plain words.
• Solid technical foundation: Windows and Mac, Google Workspace, basic networking (IP addressing, DHCP, Wi-Fi), and device setup.
• Hands-on experience with POS systems in restaurants, retail or multi-location operations.
• You use Claude or Gemini every day in your own work, and can show real examples.
• You've used AI to automate or speed up at least one repetitive task, and can show what it did and the time it saved.
• A sharp eye for detail: every menu item and price entry should be exactly right.
• Flexibility to help with urgent store needs outside normal hours when a launch or store needs it.

Preferred

• Freshdesk or another ticketing system (Zendesk, ServiceNow, Jira).
• Experience with menu or product setup in any system.
• Mandarin or Cantonese (a plus).
• Bachelor's degree in IT, Computer Science or similar.
• 401(k)
• Health insurance
• Life insurance
• Paid time off
• Vision insurance