Remote Support Specialist — Elevate Restaurant Guest Experience

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 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.