Customer Support Representative at ChowNow in Remote

Summary: ChowNow is one of the leading players in off-premise restaurant technology, dedicated to helping independent restaurants succeed. The Customer Support Representative will manage escalated partner issues, support account-focused needs, and communicate with partners across various channels to ensure high-quality service. Responsibilities: - Managing escalated restaurant partner issues that require experienced judgment and a solutions-first mindset - Handling retention conversations with partners who are at risk of canceling, using empathy and product knowledge to find a path forward - Supporting account-focused needs including add-on services, account information updates, and platform questions - Communicating with partners across phone, chat, and email Required Qualifications: - You have experience in customer-facing roles where you've handled escalated, sensitive, or relationship-driven situations - You have strong written and verbal communication skills and can adapt your tone based on the situation - You're a calm, empathetic communicator who can hold difficult conversations without losing the relationship - You're organized and detail-oriented, capable of managing multiple open cases simultaneously - You're comfortable working with technology and can quickly learn new tools; experience with Salesforce or similar CRM platforms is a plus - You're available to work shifts between 6:00am–7:00pm PT (scheduling varies by time zone — for example, an East Coast-based rep might work 9:00am–6:00pm or 10:00am–7:00pm ET), including weekends - You're available to work holidays (with additional benefits for doing so) Required Skills: Customer relationship management, Problem-solving, Communication skills Important Skills: Salesforce, Empathy Nice-to-Have Skills: Organizational skills, Detail-oriented, Team collaboration Benefits: Ongoing training and growth opportunities., A "Best Place to Work" winner multiple times where we focus on creating a great employee experience., Rock solid medical, dental, and vision plans., Mental Health Coverage - we offer several programs to support your mental health and wellness goals., Unlimited Paid Vacation. We expect you to work hard, but still enjoy your personal life, 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), 8 Weeks of Paid Pregnancy Leave., 401(k) Matching, Employer-contributing student loan assistance program or continuing education reimbursement program, Employee Stock Incentive Plan., Pet insurance for your fur babies, Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly., Enough freedom to spread your wings while still holding you accountable.