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Helps restaurants enhance guest experience and grow profit

Customer Support Representative

$45k – $55k • 0.05% – 0.2%
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About Wisely
Wisely is an integrated system built for full-service restaurant brands that are looking to improve the guest experience and grow profit. Our main product is a next-generation waitlist, reservations, and table management system that stands out from competitors because it has a built-in guest CRM, advanced algorithms to drive sales, and guest acquisition tools — in addition to being the easiest to use. Wisely's current clients are among the fastest-growing restaurant brands in the United States.

Position Overview
The Wisely Support team is seeking a Customer Support Representative to help support the evolution of the client journey at Wisely. The ideal candidate is empathetic, calm and thoughtful with a knack for quickly understanding what a client needs and escalating to the proper channels. As a startup eager to provide an amazing client experience, you’ll have a significant impact in deepening the Wisely relationship with our clients.
Our culture prides itself in hiring self-starters who are interested in entrepreneurship. We learn on the go and do what it takes to raise our products to the next level. Our team creates an environment for each other to grow in the areas we want and shape our internal processes as the team grows in size.
As a Customer Support Team, Wisely offers 24/7 support coverage for our customers via Chat, Text, Email, and Phone. Our mission is to create memorable, positive experiences for our customers through every interaction that they have with Wisely Support.
What you’ll do:
• Serve as the main point of contact and liaise between clients and the Wisely team.
• Respond promptly to client inquiries.
• Know Wisely’s products inside and out so you can answer client questions and troubleshoot issues.
• Work to understand our clients’ pain points through deep listening. Reporting those requests internally.
• Collaborate with engineers, client experience team and stakeholders to ensure smooth client journey.
• Take full ownership of your work and the details required for a successful client interaction.
• Author internal documentation: edit existing docs as the product changes and create new docs as the product grows.
• Contribute to high-level strategic decisions with the support team.
Who you are:
• You have 2+ years of work experience in high volume, 24/7, real time SaaS organization (B2B is a plus)
• You are a self-starter. You are proactive. You can clearly articulate a client issue to those who need to be involved in resolving the issue.
• You are articulate in communicating technical concepts. You effectively communicate your thoughts and motivations to clients and to your team.
• You are user-focused. You have empathy for the end-user and want to validate their experience by being flexible and simultaneously protective of the company.
• You have high standards for clarity and efficiency. You are meticulous in your documentation of client experience. Your notes drive understanding of patterns which help you contribute to the overall onboarding and training process for all clients.
• You are flexible. You work well both independently and in a team environment. You enjoy trying new products to improve efficiency.
Required Skills:
-Ability to remain calm under pressure
-Experience in SaaS Customer Support
-Experience in writing documentation
Not required but nice to have experience using:
-Technical Writing
-Experience in the restaurant industry
-Competitive compensation
-Great health, vision, and dental insurance
-Joining at an early stage of the company. You’ll have the opportunity to have an impact on the company, team and product.
-We’re a supportive team who will give you as much assistance or independence as you like.
-Flexible work environment
More About Wisely
Restaurant brands can scale without sacrificing an inch on the guest experience.
1. Seek to Understand - We listen and ask questions until we understand the context, causes, and consequences of a situation.
2. True Partner - We understand how our clients succeed and the challenges of doing so. We work with our clients to build solutions in a way that neither party could do on its own.
3. Always Improving - Time and money are limited. Saying yes to one thing means saying no to another. Whenever we make a decision, we define the opportunity costs to the best of our ability.
We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and backgrounds will lead to a better environment for our employees and a better experience for our clients.

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