This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are hiring a Technical Support Specialist to join our growing Customer Experience team. This role reports directly to the VP of Customer Experience and establishes a dedicated first line of support within the company. You will own the support queue, ensure customer concerns are triaged in accordance with our Service Level Agreements, and act as the operational backbone of the customer support function. This is a hands-on, process driven role focused on troubleshooting workflow and configuration issues, reproducing bugs, gathering context, and documenting findings before escalating to Customer Success, Product, or Engineering. This role is ideal for someone who is process oriented, technically curious, and motivated to build something foundational within a growing company. You must be available during Eastern business hours. - Support Queue Ownership: Manage and respond to inbound support tickets through HubSpot across email and in app chat while meeting our first response SLA. - Workflow Troubleshooting: Diagnose and resolve configuration and workflow related issues within the platform, ensuring customers are using the system correctly and efficiently. - Bug Reproduction and Escalation: Reproduce reported bugs, document replication steps clearly, record videos when helpful, gather relevant context, and escalate with structured documentation to Product or Engineering. - Customer Guidance: Communicate clearly with users, translating system behavior into practical next steps. - Documentation and Process Improvement: Identify gaps in internal documentation and contribute to improving knowledge base articles and internal workflows. - Cross Functional Collaboration: Partner with Customer Success, Product, and Engineering to ensure issues are resolved efficiently and feedback loops remain tight. Qualifications - BA or BS degree or equivalent practical experience. - 1 to 2 years of experience in customer support, hospitality operations, or a customer facing role. - Early career candidates with strong problem solving ability are encouraged to apply. - Strong written communication skills with attention to clarity and detail. - Process oriented mindset with the ability to follow and improve structured workflows. - Technical curiosity and comfort navigating software platforms. - Ability to troubleshoot independently before escalating. - High ownership mentality and responsiveness during business hours. - Comfort working within HubSpot, Slack, Zoom, and related collaboration tools. Requirements - Hospitality or foodservice operations experience. - Experience supporting SaaS platforms or software products. - Familiarity with documenting bugs or recording videos for issue reporting. - Interest in process improvement or operational excellence within a growing startup. - Startup or high growth SaaS experience. Benefits - Permanent remote work flexibility. - Paid Time Off. - Health Maintenance Organization (HMO) coverage. - Annual performance bonuses. - Dedicated coaches offer an extra channel of support and skill-building. - Opportunities for professional growth.

• Monitor system alerts, infrastructure, applications, and contact center platforms to ensure operational stability. • Triage and manage incidents using structured severity frameworks while coordinating resolution across IT, automation, software, business teams, and external vendors. • Track queue performance, call volumes, and overall system health using dashboards and analytics tools. • Escalate outages or anomalies appropriately and participate in standups, war rooms, and post-incident reviews. • Maintain accurate issue logs and prepare regular performance and incident reports while supporting audit and compliance documentation. • Act as a liaison between technical and business stakeholders to ensure clear communication and timely updates during incidents. • Leverage AI/Copilot tools to enhance productivity, streamline communication, automate documentation, and support continuous operational improvements.

• Design, build, and maintain backend services using Python. • Develop and evolve RESTful APIs consumed by frontend and internal tools. • Build data ingestion and processing pipelines for unstructured and semi-structured data, including: emails, chat transcripts, call or meeting transcripts, internal documentation • Contribute to GenAI workflows such as retrieval, summarization, and reasoning. • Ensure backend services are reliable, observable, and production-ready • Build and modify frontend components as needed for internal tools. • Implement simple, intuitive user workflows for: submitting context or issues, viewing AI-generated insights and recommendations, navigating supporting data and sources. • Work with modern frontend frameworks (e.g., React or similar.) • Ensure frontend components integrate cleanly with backend APIs. • Write clean, maintainable, and well-tested code across the stack. • Participate in and contribute to code reviews. • Follow best practices for error handling, logging, and testing. • Maintain a high quality bar for both backend and frontend code.

• Handle user requests (email, chat, video calls) • Guide clients in onboarding and using their tools • Identify user-related issues • Write simple, illustrated user guides • Translate customer feedback into improvement suggestions