Note: The job is a remote job and is open to candidates in USA. Hostie provides a virtual concierge platform that automates restaurant guest communication, reservations, events, and takeout support. The Customer Support Specialist will assist customers across email, live chat, and Zoom, resolve technical issues, manage support queues and metrics, document bugs and feedback, maintain knowledge resources, and participate in weekend on-call coverage.
Responsibilities
- Responding to customer questions and issues across email, live chat, and Zoom, resolving as much as possible on first contact
- Breaking down technical or complex product issues into clear, friendly explanations for non-technical restaurant staff and owners
- Owning your queue and prioritizing dynamically throughout the day to hit response and resolution targets, including Time to First Response
- Writing organized, detailed bug reports and feature feedback for Product and Engineering, and following up until issues are resolved
- Spotting patterns in recurring issues and proactively flagging trends rather than just closing tickets one by one
- Contributing to and maintaining help docs, macros, and internal knowledge base articles to reduce repeat questions
- Staying calm and effective with frustrated or urgent customers, de-escalating where needed
- Participating in a weekend on-call rotation, since restaurants generate a meaningful share of support volume outside standard weekday hours
Skills
- Technical aptitude with the ability to explain complex issues simply and patiently
- Experience supporting customers across email, live chat, and video (Zoom or similar)
- Genuinely enjoys support work — motivated by solving problems and helping people, not just closing tickets
- Comfortable working with support metrics (Time to First Response, resolution time, CSAT) and using them to guide your day
- Experience partnering with Product and Engineering, including writing clear, actionable bug tickets
- Highly organized, able to manage a dynamic workload, and available to work occasional weekend shifts as part of a shared on-call rotation
Benefits
- Full-time positions are also eligible for equity awards and benefits
- Hostie is a remote-first company
- No onsite requirements
- You'll receive support and guidance from experienced colleagues and managers, helping you learn, grow, and achieve your personal/professional goals.
Company Overview