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Job DescriptionOwner.com is hiring a Customer Support Representative to be the first human connection restaurant owners and guests have with Owner. You will deliver hospitality driven, empathetic support and help resolve issues end to end.Why we are looking for youAs a Customer Support Representative, you are often the first human connection a restaurant owner or guest has with Owner. You set the tone in moments that matter. By listening deeply, communicating clearly, and taking ownership through resolution, you help customers feel confident that Owner has their back. You bring a hospitality driven, empathetic tone to every interaction especially when customers are stressed, frustrated, or unsure so they feel respected, supported, and cared for.This is a full time role, with shifts that vary between 7:00 AM – 4:00 PM or 11:00 AM – 8:00 PM PST. Our Customer Support team provides 24/7, 365 day support to restaurant owners and their guests, so open weekend availability and flexibility to work both morning and evening shifts are required.The impact you will haveConsistently deliver a hospitality driven, empathetic call and message tone that reflects Owner’s standards for care, professionalism, and respect, even in high pressure or emotionally charged situationsDeliver timely, accurate, and empathetic support across a high volume of inbound phone calls, as well as some chats and emails from restaurant owners and their guestsEffectively manage multiple concurrent conversations and tasks, maintaining strong organization, prioritization, and follow through across all workstreamsTake ownership of complex or high priority issues, using structured problem solving, sound judgment, and clear communication to drive resolutionConsistently meet or exceed a 90%+ customer satisfaction score while maintaining quality and accuracyDocument customer interactions clearly and thoroughly in Salesforce to ensure continuity, visibility, and accountabilityCollaborate closely with teammates in Slack to provide consistent, high quality support and a strong team experienceShare knowledge, feedback, and best practices that raise the bar for the entire support teamIdentify patterns and recurring issues, and surface insights that help improve tools, processes, and documentation for customers and internal teamsMinimum requirements3-5+ years of customer support or customer service experience, ideally in a B2B SaaS, technology, e-commerce, internet, or software driven environmentProven success in a high-volume, fast-paced support role with clear performance expectationsFluency in Spanish and English (C1/C2), with strong written and verbal communication skills in both languagesExperience handling escalations and complex customer issues with professionalism, empathy, and sound judgmentDemonstrated ability to support teammates through mentoring, training, or serving as a subject matter expertExperience working in a CRM environment (Salesforce preferred), and familiarity with telephony systems such as Intercom, TalkDesk, or similar toolsStrong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressureAbility to stay calm, respectful, and solution oriented in time sensitive or high pressure situationsA reliable home workspace with stable, high speed internet and minimal background noiseBonus if you haveBackground in hospitality, restaurants, retail, or other high volume, customer facing service environmentsExperience supporting restaurant owners, small business owners, or hospitality focused businessesFamiliarity with support metrics such as CSAT, QA, FCR, and SLAsExperience working on a remote or distributed team and collaborating across time zonesPay and benefitsThe estimated yearly compensation for this role is the local equivalent to $20,000 USD ($1666 USD/month)Other benefits include comprehensive health coverage, remote work, WFH stipend, unlimited PTO - plus extra fun perks!
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