Customer Support Representative at chownow

Do you have a passion for building meaningful relationships with clients? Do you thrive in a fast-paced environment where your problem-solving skills make a real difference? If so, this may be your next opportunity. We're looking for a highly motivated Customer Support Representative who is dedicated to helping our restaurant partners succeed. About Us: ChowNow is one of the leading players in off-premise restaurant technology. As takeout becomes a vital revenue stream for independent restaurants, our platform helps owners focus on what they do best—serving great food—by offering solutions across the entire digital dining experience. From building branded websites and mobile apps, to powering online orders, managing menus, consolidating delivery, and running targeted marketing, we give restaurants the tools to grow on their own terms. We support over 20,000 restaurants across North America, helping process $1B+ in gross food sales while saving our partners over $700M in third-party commission fees. Through our white-label ordering solutions, a growing demand network (including Google, Yelp, Apple, and Snap), and a diner-friendly marketplace, we empower independent restaurants to own their customer relationships and avoid inflated pricing and fees charged by 3rd party delivery apps like Uber and Doordash.  Founded in 2012, we’ve navigated rapid growth and transformation—from startup roots through the pandemic boom—and are now beginning an exciting new era under our CEO, Kanika Soni. As we evolve with new leadership and cutting-edge tools, we’re deepening our commitment to helping local restaurants thrive in the digital economy. About the Position: As a Customer Support Representative, you are a dedicated advocate for our restaurant partners. This is not a high-volume generalist support role — you'll be working through a lower case load of more complex, relationship-driven interactions that require ownership, critical thinking, and clear communication. You'll serve as an escalation point for our support team, handling situations that require a deeper understanding of our platform, our partners' businesses, and how to find the right resolution. Success in this role is measured by the quality and resolution of your interactions, not ticket volume. You'll be expected to handle under 500 cases per month while maintaining high-quality scores. Reports to a Customer Support Manager; No direct reports. This is a remote role based in the United States. Please note: ChowNow is not eligible to employ in every state and the recruiting team will confirm location and eligibility before moving past initial stages. WHAT WE LOVE ABOUT YOU: You put restaurants first. You deeply understand the importance of local restaurants and put them at the center of everything you do. You aim to help them not only survive but thrive. You celebrate diversity. You recognize that diversity and inclusivity matter. You’re committed to progress, which means everyone gets the support and resources they need, no matter who they are.  You have an ability to listen to other team members' ideas and can thrive in an environment that embraces individuality. Everyone’s voice counts. You raise your hand. You consistently go above and beyond what is asked of you. You help your peers accomplish their tasks while also excelling at accomplishing your own. When you have a smart idea, you raise your hand and share it. You keep reaching. You set clear ambitious goals. You don’t allow yourself to become complacent with where you’re at and what you’ve done, so you seek out new opportunities and challenges. Responsibilities Include: • 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 In 30 days, you will: • Progress through our Ramp Camp (ChowNow’s New Hire Onboarding Experience) • Complete all scheduled training with CS Managers and internal trainers across our platform features, tools, and escalation processes • Begin handling your first cases under guidance, learning how to prioritize, de-escalate, and resolve complex partner situations In 60 days, you will: • Independently manage escalated cases within set SLAs • Demonstrate strong product knowledge, confidently speaking to platform features and account options • Begin handling account-focused cases such as add-on requests and account information updates, with guidance from your manager as needed In 90 days, you will: • Begin handling retention conversations with at-risk restaurant partners • Navigate account-focused needs including add-ons and account updates with confidence • Proactively contribute ideas to improve support processes and partner outcomes You Should Apply If: • 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) About Our Benefits: • Expected Hourly Rate: $18/hr - $21.55/hr (depending on candidate location) • 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. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties and skills required. As one of ChowNow’s core values, “Celebrates Diversity”, we are committed to an inclusive and diverse work environment. ChowNow is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.  We are committed to developing a barrier-free recruitment process and work environment, if you require any accommodation, please let us know at your earliest convenience and we’ll work with you to meet your accessibility needs. Information Regarding Recruiting Scams: ChowNow does not engage in outreach to prospective candidates by text message about employment opportunities, interviews, or employment offers, and we do not make job offers after only one interview. ChowNow does not ask candidates to submit sensitive personal information (Passport details, banking information, etc.) as part of the interview process. ChowNow employment offers are made by a ChowNow Talent Acquisition team member with a @chownow.com email address only. ChowNow does not ask candidates to provide funds to the company for onboarding, equipment, or supplies. If you receive an employment inquiry or employment offer from a non @chownow.com email address, consider it spam.   Read here about your California privacy rights.   #Li-Remote