Customer Support Specialist

Who are we?

Back Office, a Buyers Edge Platform SaaS solution, dismantles siloed restaurant technology systems, offering Accounting & Bookkeeping, Payroll, Food Cost Management, and AP Automation as a unified tech stack. Developed by restaurant owners for restaurant owners, Back Office goes beyond traditional software; it's backed by industry experts who guide operators to make faster, more informed business decisions surrounding revenue, cost of goods, labor, and compliance. Through a combination of continued education and user-friendly software, independent, multi-location, franchise, and enterprise restaurant groups gain actionable insights into their performance, empowering them to make data-based operational decisions!

This position is based out of our Littleton, CO office with Wednesday’s being remote. The pay range for this position is $25/hr. - $28.31/hr. We are unable to offer work sponsorship for this role. 

Are you passionate about delivering exceptional customer experiences and helping businesses succeed? As a Customer Support Specialist, you’ll be the frontline connection between our SaaS accounting and payroll platform and the restaurant operators who rely on it. You’ll provide responsive, solution-oriented support while collaborating with internal teams to resolve issues and improve product adoption.

Your impact:

• Respond promptly to client support requests across multiple channels, including phone, email, and live chat, addressing inquiries related to product features, functionalities, and technical issues. 
• Provide exceptional client support by collaborating with Portfolio Managers and other internal teams to resolve complex issues, ensuring a seamless customer experience. 
• Collect and relay client feedback to the Client Support Manager and relevant departments, contributing to product improvements and enhanced customer satisfaction. 
• Monitor and report emerging trends and client behaviors, collaborating with internal teams and compliance departments to ensure proper system setup and address potential issues proactively. 
• Conduct proactive outreach campaigns to users who appear to have reduced product usage or adoption. Offer tailored training sessions, re-training, or resources to help these users maximize the value of the product and re-engage with the platform. 
• Maintain accurate and detailed records of customer interactions, issues, resolutions, and outreach efforts in the company's Customer Success Platform (CSP) system, ensuring data integrity and accessibility. 
• Participate in regular training sessions to stay updated on product developments, industry trends, and best practices in customer support, ensuring the delivery of high-quality service. 

About you:

• Bachelor’s degree in Business, Communications, Hospitality Management, Information Technology, or a related field (or equivalent work experience). 
• 2+ years of client support experience in a professional environment, preferably within a SaaS, technology, or startup setting. 
• Experience in the restaurant, hospitality, or foodservice industry is highly preferred, providing insight into restaurant operations and common industry challenges. 
• Hands-on experience with customer support tools such as Zendesk, Salesforce, Intercom, or similar CRM/ticketing systems (Zendesk experience is a plus). 
• Proven experience in customer outreach and engagement, including conducting training or re-engagement campaigns to support product adoption. 
• Experience collaborating with cross-functional teams such as Product, Compliance, and Customer Success to resolve complex customer issues. 
• Familiarity with quality assurance processes or bug testing workflows is a plus. 

What's in this for you?

Amazing coverages to start. Medical, dental, and vision coverages are just the beginning! We also offer ancillary plans, such as flexible spending accounts for both health and dependent care, critical illness, accident, and voluntary life as well as company paid life! On top of this, we also offer a 401(k) plan with company match.

Invest in your success. We will provide you with a thorough training and development program; and offer competitive compensation.

Live well = Work well. Relax with our Personal Responsibility Paid Time Off policy where you don’t have to accrue time off in order to take it!