Support Specialist, Operations

Restaurant365; Austin (TX); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive compensation package

Comprehensive medical benefits

100% employee medical/dental/vision

401k + matching

Stock options

Flexible PTO + company holidays

Wellness initiatives

Hybrid with onsite Tue/Wed

Job summary

Restaurant365 is seeking a Support Specialist to assist customers across the R365 platform via tickets, live chat, and phone. You will guide users through workflows, resolve issues, and escalate complex cases when needed in a fast-paced environment.

The role emphasizes attention to detail, strong communication, and the ability to manage multiple time zones while maintaining reliable attendance in a hybrid setup.

Qualifications

• 1+ year experience in customer support, help desk, or call-center environments (SaaS preferred).
• Strong written and verbal communication skills.
• High attention to detail and strong time management skills.
• Ability to work under pressure and stay solution-oriented.
• Comfort using ticketing systems, chat tools, and phone support workflows.
• Excel skills (sorting, filtering, basic formulas).
• Willingness to learn new software and support processes.

Responsibilities

• Support customers via tickets, live chat, and outbound phone.
• Ask targeted questions to quickly understand and resolve customer issues.
• Guide customers through Restaurant365 workflows and best practices.
• Troubleshoot common issues using support tools and knowledge base resources.
• Escalate complex issues to the appropriate team with clear notes and context.
• Manage a personal ticket queue while meeting SLA and quality expectations.
• Participate in live chat rotations.
• Identify recurring issues and suggest documentation improvements.
• Demonstrate reliable and punctual attendance across assigned shifts, including remote or hybrid setups, while ensuring clear and timely communication with management regarding availability.

Skills

Customer support

SaaS experience

Communication skills

Time management

Attention to detail

Ticketing systems

Excel basics

Education

Bachelor’s degree in business, finance, accounting, or related field

Tools

Ticketing systems

Chat tools

Phone support workflows

Excel

Job description

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!

The Support Specialist helps Restaurant365 customers resolve questions and issues across the R365 platform. You’ll support customers through tickets, live chat, and phone calls, guiding them through workflows, resolving common issues, and escalating complex cases when needed. This role is ideal for someone who is detail-oriented, customer-focused, and thrives in a fast-paced, high-volume support environment.

How you'll add value:

• Support customers via tickets, live chat, andoutboundphone

• Ask targeted questions to quickly understand and resolve customer issues

• Guide customers through Restaurant365 workflows and best practices

• Troubleshoot common issues using support tools and knowledge base resources

• Escalate complex issues to theappropriate teamwith clear notes and context

• Manage a personal ticket queue while meeting SLA and quality expectations

• Participate in live chat rotations

• Identifyrecurring issues and suggest documentation improvements

• Demonstrate reliable and punctual attendance across assigned shifts, including remote or hybrid setups, while ensuring clear andtimelycommunication with managementregardingavailability, scheduling changes, or unforeseen delays — particularly when supporting customers across multiple time zones

• Other duties as assigned

What you'll need to be successful in this role:

• 1+ year experience in customer support, help desk, or call-center environments (SaaS preferred)

• Strong communicationskills (written and verbal)

• High attention to detail and strong time management skills

• Ability to work under pressure and stay solution-oriented

• Comfort using ticketing systems, chat tools, and phone support workflows

• Excel skills (sorting, filtering, basic formulas)

• Willingness to learn new software and support processes

• Reliable and punctual attendance in assigned shiftsandworkdaysincluding providing clear andtimelycommunication with managementregardingavailability and scheduling changes

PREFERRED QUALIFICATIONS

• Experience supporting SaaS business software (ERP/accounting/inventory tools a plus)

• Restaurant industry experience

• Bachelor’s degree in business, finance, accounting, or related field

R365 Team Member Benefits & Perks

• Competitive compensation package

• Comprehensive medical benefits

• R365 pays 100% of the premium for medical, dental, and vision insurance for employees

• 401k + matching

• Team member stock options

• Flexible PTO + Company holidays

• Wellness initiatives

• This role is hybrid, balancing flexibility with the value of in-person collaboration. To support connection, partnership, and team effectiveness, employees are expected to work onsite each Tuesday and Wednesday.

Why join our amazing team?

• We're a community that prides itself in creating innovative solutions and producing quality work.

• Our product is the secret ingredient that makes a real difference to restaurants nationwide.

• The open-concept work environment that we've created is causal, collaborative, and cultivates communication.

Internal Employees - R365 is committed to growing talent from within. If you see a role that excites you and you meet the qualifications, we encourage you to apply -regardless of your current location or work arrangement. Reach out to your People Business Partner if you have questions.

DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.