Customer Support Representative

Overview  The Customer Support Representative at 7shifts serves as the first point of contact for restaurant customers through chat, email, and phone, helping them maximize the platform’s value and ensuring satisfaction and retention.
We encourage applicants from all backgrounds to apply.
Responsibilities   Act as the first point of contact with customers via chat, email, and phone channels, effectively troubleshooting and problem‑solving concerns.
Educate customers on basic product training, including developing training materials and videos to help new customers use 7shifts to its fullest potential.
Identify new ways customers can benefit from the product by understanding their business challenges and finding creative solutions.
Proactively track requests and commonly occurring issues, identifying and reporting software bugs to the appropriate teams.
Collaborate closely with the Support team by actively participating in team meetings and discussions.
Qualifications   1–2 years of experience in a technical customer support role (or similar).
Strong written and verbal communication skills, with the ability to communicate clearly and effectively to customers.
Experience working or interacting with various web and mobile apps with the ability to troubleshoot customer issues.
A resourceful and resilient approach to problem‑solving, using available tools and keen attention to detail to find the best solutions.
The ability to learn quickly and stay up to date on new features and product releases.
Curiosity to learn and tackle new challenges, with a commitment to owning customer interactions—ensuring thorough investigation, effective troubleshooting, clear communication, and proactive education for both customers and internal teams.
Ability to understand customers’ perspective and address their needs with empathy and efficiency.
Desired Skills   Experience working in the Support function of a SaaS company.
Experience supporting a US Payroll software.
Experience working in the restaurant industry.
Fluency in Spanish or French.
Compensation  Base compensation range: CAD $50,000 – CAD $75,000 annually, reflecting a growth path from building core skills to role mastery.
Benefits   Opportunities to learn and grow as the product evolves.
Challenging work that tackles real problems in a fast‑moving industry.
Inclusive, recognized workplace culture with collaborative events and shared growth.
Equity participation in a SeriesC, VC‑backed SaaS company.
Health and dental benefits, lifestyle spending accounts, and a flexible parental leave program.
Hybrid work environment with flexibility in location and vacation policy.
Support for tools and professional growth through coaching and development planning.

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