Remote Support Specialist - Hospitality-Driven

inKind; Austin (TX); Remote; USD 55,000 - 65,000; Full time

Benefits offered by this job

PTO & holidays

Health & dental insurance

Parental leave

Job summary

inKind is seeking a Support Specialist to join our remote customer support team, delivering friendly, hospitality-focused service to guests and restaurant partners. You will resolve inquiries via Zendesk, communicate with clarity, and collaborate with the development team to address day-to-day issues.

Able to manage 70–100 tickets daily with strong QA and escalation when needed, you will work autonomously in a remote environment with a stable internet connection.

Qualifications

• 1–2 years of customer service experience.
• Experience with Zendesk or similar CRM software.
• Strong written and spoken communication with customers and internal teams.
• Proficiency with macOS and multitasking across apps.

Responsibilities

• Provide email and phone support to guests and merchant partners via Zendesk.
• Handle 70–100 tickets per day with a one-touch ticket rate ≥80% and QA ≥95%.
• Maintain open communications with restaurant owners and guests until issues are resolved.
• Escalate complex issues to Tier 3 and Management.
• Explain technical issues to end users and development team and follow up as per policy.
• Conduct user and partner support according to documented procedures and integrity guidelines.
• Provide regular updates to the direct manager and suggest longer-term improvements.
• Inform the team of important issues using appropriate channels.

Skills

Customer service

Communication skills

MacOS proficiency

Tools

Zendesk

Job description

inKind is seeking a Support Specialist to join our remote customer support team, delivering friendly, hospitality-focused service to guests and restaurant partners. You will resolve inquiries via Zendesk, communicate with clarity, and collaborate with the development team to address day-to-day issues.

Able to manage 70–100 tickets daily with strong QA and escalation when needed, you will work autonomously in a remote environment with a stable internet connection.