• Troubleshoot technical issues across Flowhub Maui, Flowhub Pay, and hardware integrations (printers, scanners, POS terminals, drivers, networks) • Support customers across macOS, Windows, and iOS setups, ensuring their full environment runs smoothly • Jump into problems head-on via chat, phone, video, and screen-share — choosing the fastest, most effective path to resolution • Translate technical issues into simple, clear explanations customers can understand • Write clear, practical documentation and continuously improve our knowledge base to make future resolutions faster • Collaborate with Product and Engineering to surface patterns, share insights, and drive improvements across the platform

Summary **Please note the following: In this role, you will be expected to work an 8 hour shift between the operational hours of 6:00am to 8:00pm Pacific Time totaling 40 hours a week. The working days will be Sunday through Saturday. Do you love to dine out? Are you passionate about helping restaurant owners succeed? Our mission at Yelp is to connect people with great local businesses, and that starts with people like you. Yelp Reservations and Yelp Waitlist are powerful tools that reach and engage diners with an unforgettable experience on the largest restaurant discovery platform in the world. The Yelp Restaurants division is growing, and we’d love to have you join us. Fast-paced and growth minded: Yelp Restaurants is a true startup, so get ready to make an impact! You’ll help lots of businesses, learn very quickly, and contribute directly to our strategy. As a Restaurant Support Managers you are committed to providing exceptional customer service with the goal of retaining and growing our client base - but, above all else, provide stellar customer service. You’ll efficiently manage and respond to a variety of questions and issues that may require troubleshooting, researching or collaborating with the team while you listen and reassure our clients. What you'll do: - Provide exceptional and timely inbound customer support via phone and email - Consult and educate our customers to provide value, resolve their business needs, and retain their business - Become an expert in the Yelp Restaurant SaaS product suite and adapt product recommendations quickly to suit client needs - asking probing questions and finding solutions will be critical to your success - Help owners with their full suite of Yelp Restaurant tools to market their restaurant, efficiently manage their front of house, and drive diners. - Grow and learn in a fast-paced high-growth environment - there will be plenty of opportunities to stretch your skillset and make an impact for our customers and our company What it takes to succeed: - Great communicator - Whether it’s on the phone, through email or via live chat, you excel at communicating with customers - Positive - You strive to maintain a positive working space with both customers and peers - Adaptable - You are adaptable and can think on your feet, when faced with new challenges, or tough conversations, failure simply isn't an option - Supportive - You don’t hesitate to lend a helping hand to other team members when possible - Value Focused - Solid ability to handle challenging conversations and add value to business owners in a professional, solutions-oriented manner - Willingness to Learn and Grow - You are open to feedback, adaptive and coachable; you embrace and thrive in a fast paced high-growth environment - Bachelor's Degree or 3+ years of relevant client facing experience - Be available to work weekends and holidays between the hours of 6AM-8PM PST - Experience in SaaS, sales, client retention, support, or customer success is preferred What you'll get: - Effective your first day: Full medical, vision, and dental coverage - Mental health support and services via Modern Health - 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 7 paid wellness days, 12 paid holidays, plus one floating holiday - Up to 14 weeks of parental leave - Monthly wellness subsidy - Flexible spending account - 401(k) retirement savings plan - Employee stock purchase plan - Professional development reimbursement - Work from home reimbursement - Compensation base salary is $55,000-$80,000 annually - For more information about US benefits at Yelp, please check out this link Closing At Yelp, we believe that diversity is an expression of all the unique characteristics that make us human: race, age, sexual orientation, gender identity, religion, disability, and education — and those are just a few. We recognize that diverse backgrounds and perspectives strengthen our teams and our product. The foundation of our diversity efforts are closely tied to our core values, which include “Playing Well With Others” and “Authenticity.” We’re proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability. Actual salary offered may vary based on multiple factors, including but not limited to, an individual's location and experience. We will consider for employment qualified candidates with arrest and conviction records, consistent with applicable law (including, for example, the San Francisco Fair Chance Ordinance for roles based in San Francisco). We are committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-recruiting@yelp.com or 415-969-8488. Note: Yelp does not accept agency resumes. Please do not forward resumes to any recruiting alias or employee. Yelp is not responsible for any fees related to unsolicited resumes. US Recruiting and Applicant Privacy Notice #LI-REMOTE | #LI-ML1

• Lead and manage regional customer support delivery across the EMEA grid software business, ensuring service levels, quality standards, and customer satisfaction targets are met • Act as the escalation point for complex or critical customer issues, particularly those impacting customer production systems • Partner with regional and global leadership to align support strategies with broader grid software and services objectives • Monitor and manage support backlogs, aging cases, and response performance to ensure operational stability • Analyze support performance metrics, identify trends, and implement data-driven improvements • Ensure a consistent customer experience across all support touchpoints • Collaborate closely with Product, Engineering, Professional Services, and Customer Success teams to share customer feedback and influence product and service improvements • Drive knowledge sharing, process standardization, and best-practice adoption across internal teams and partner resources • Own supplier and vendor relationship management, including performance monitoring, SLA adherence, contractual governance, and continuous improvement initiatives • Contribute to resource planning, budgeting, and supplier governance processes

About Workato Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility. Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com. Why join us? Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company. But, we also believe in balancing productivity with self-care. That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives. If this sounds right up your alley, please submit an application. We look forward to getting to know you! Also, feel free to check out why: - Business Insider named us an “enterprise startup to bet your career on” - Forbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world - Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America - Quartz ranked us the #1 best company for remote workers Responsibilities We are looking for an exceptional Staff Domain Expert, Customer Support to join our growing AI Business Solutions team. In this role, you will serve as the domain expertise and product management engine for Workato's Customer Support AI agents and apps — translating deep knowledge of CX, service operations, and support workflows into production-grade AI agents and apps that drive measurable customer outcomes. You will also be responsible for: - Leading the discovery and capture of Customer Support-domain AI agent and app concepts through customer engagement, field collaboration, and internal research — building a library of high-value AI use cases across support, service delivery, and CX functions - Authoring PRDs for Customer Support AI agents and apps, shepherding concepts from initial capture through design partner validation to production deployment - Running targeted AI workshops with top Customer Support accounts — facilitating hands-on sessions that accelerate AI agent adoption and produce referenceable, production-grade customer outcomes - Partnering with Workato's internal teams to bring learnings from customer engagements back to the business — ensuring Workato itself is the leading example of what AI transformation looks like in practice - Collaborating with Sales and Customer Success to position and land Customer Support AI use cases in the enterprise, supporting pipeline generation and expansion - Developing Customer Support-specific AI thought leadership, POVs, and customer stories that demonstrate Workato's impact across service and CX organizations - Working with Field Readiness to build messaging and enablement for selling Customer Support AI agents to CX, ITSM, and service operations personas Requirements Qualifications / Experience / Technical Skills - 7+ years in a customer-facing or domain specialist role with a Customer Support or CX focus (e.g., support operations, service delivery, ITSM, or solutions consulting for CX/support technology) - Deep understanding of Customer Support technology, workflows, and personas (VP CX, Head of Support, ITSM leads, CS Ops) across multiple industries - Experience scoping and delivering automation or AI solutions in support environments; familiarity with tools such as Salesforce Service Cloud, Zendesk, ServiceNow, Intercom, Freshdesk, or similar - Experience with AI tools, large language models, or agentic workflow platforms; hands-on experience with Workato (AI agents, automation recipes, integration platforms) is a strong plus - Ability to translate business problems into structured product requirements (PRD authorship or equivalent) - Proven track record influencing revenue — through quota-carrying roles, pipeline generation, or expansion in a customer-facing capacity - Located in North America with flexibility to travel Soft Skills / Personal Characteristics - Ownership mindset — operates end-to-end from concept capture to production deployment with no handoff gaps - Velocity over consensus — iterates fast, finds the gaps, and acts on the growth edge rather than waiting for everyone to align - Customer-first — every use case starts and ends with a real customer problem; outcomes over optics - Comfortable building in ambiguity — creates new playbooks rather than fitting into established ones - Communicates credibly with senior buyers — can engage VPs of CX, Heads of Support, and service leaders as a peer and hold the room - 10X thinker — identifies bets that 10x customer value, not incremental improvements The estimated pay for this role tanges between $150,000 – $180,000 plus variable, benefits, perks and equity. Job Req ID: 2669