Support Analyst - Integrations & Analytics

Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime’s software is used today in over 150,000 locations across 100+ countries by the world’s top restaurant and food service operators. Customers including Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys and P.F. Chang’s rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits.

At Crunchtime, we don’t just build software; we power the heartbeat of the hospitality industry. As the industry’s only complete, AI-powered restaurant operations management suite, Crunchtime is the market leader trusted by 850+ restaurant brands - including Pizza Express, Five Guys, Bone Daddies, and Wingstop. With over 150,000 locations worldwide, we help operators master everything from inventory and labor to kitchen execution.

We are expanding rapidly across Europe, and we’re looking for a Growth Marketing Manager to build the engine that fuels our EMEA expansion.

As a Customer Support Analyst, you will be a key part of making sure that we can keep delivering high-quality support to our customers. You will be able to explore new technology and develop processes to help other team members, grow within our company and make a huge impact from day one.

• Help customers solve problems in the Crunch Time platform.
• Use internal tools to troubleshoot trouble tickets.
• Analyze data discrepancies between multiple tools to confirm accuracy based on customer inquiries and reassure the customer that data displayed is accurate.
• Collaborate with a global team to deliver the ultimate customer experience.
• Support Sales/Success teams with account management and technical support.
• Be a voice of the customer, helping our product and engineering teams better understand our customers' needs.
• Sympathize with the customer’s situation and take pride in finding them a resolution on tickets submitted.

• 1-2 years of remote application support experience.
• 2-4 years of customer-facing experience in any industry, but hospitality industry is preferable.
• Excellent interpersonal and communication skills (written and verbal).
• Bachelor’s Degree.
• Able to work in a fast paced environment with multiple competing priorities.
• Ability to prioritize tasks independently based on understanding business impact for the customer.
• Some SQL knowledge and ability to write/execute multi-table queries.
• Prior experience with POS systems i.e. Toast, Aloha, Brink and/or Simphony.

• Experience working with a distributed/remote team.
• Successful track record collaborating cross-functionally across internal teams (Sales, Success, Product, Engineering, Marketing, Finance) to solve customer problems.
• Experience with Jira and Zendesk.
• Prior experience working with CIS systems like Netsuite, Workday, or Quickbooks.
• An understanding of Snowflake cloud-based data platform.
• Able to troubleshoot networking and communication protocols.
• Experience supporting restaurant, convenience store, or grocery industry verticals.
• A conceptual understanding of what an API is and its role in connecting different software applications.

• Pension Scheme:
  Workplace pension with 5% employer matching via auto-enrollment.
• L&D Stipend: $1100 GBP annual professional development budget.

• Sick Pay:
  Up to 5 working days of fully paid sick leave may be self-certified. After this period, Statutory Sick Pay (SSP) will apply in accordance with local regulations.
• Medical, Income Replacement & Life Insurance:
  Comprehensive private healthcare, income replacement, and death-in-service coverage.
• Dental Insurance:
  Fully subsidized dental care.
• Gym Allowance: $20 GBP monthly wellness credit.

• Parental Leave:
  We offer an enhanced parental leave package of 10 weeks fully paid for employees with at least six months of service. From Day One, all employees are entitled to statutory…