Customer Success Specialist

Responsibilities

CHK PLZ is a rapidly growing start-up that makes contactless online ordering and in-house pay-at-table technology for restaurants, bars and hotels. We are looking for a full time, Customer Success Specialist to join our team and uphold our excellent support standards. As an early member of the team, you'll drive the growth of the company by working directly with our customers and providing support. Your role will be focused on responding to inquiries from our restaurant partners and building support structures to scale our support team. You will also be making real time changes to restaurants’ online sites using our system. You will be the point of contact for all things related to live deliveries, menu changes and POS integrations.

What you’ll do:

• Manage incoming calls, emails and chat messages
• Make real-time menu changes using our back-end interface
• Assist with capturing appropriate data to help resolve customer’s problem in real time
• Provide accurate, valid and complete information and appropriately setting expectations with customers
• Write articles on recurring support issues
• Handle customer complaints, provide appropriate solutions and alternatives within the time limit; follow up to ensure resolution
• Manage live delivery rides and ensure that deliveries are done in a timely manner
• Maintain security protocols when handling sensitive data
• Provide product feedback from customers to the product and engineering teams
• Working hours: Tuesday - Saturday 12pm - 8:00pm (could be flexible)

Desired Skills and Experience:

• Excellent problem solving, public speaking, and communication skills
• Problem solver and independent learner
• Ability to quickly learn about our products and the components needed to assist a customer
• Familiarity with Zendesk Support (Not required but a big bonus)
• Flexibility to adapt as processes are changed and honed over time
• Customer service experience and/or experience in the hospitality industry is strongly preferred
• Proficiency in English and French is required

Ready to join the team? Send your resume and a brief paragraph on why you would be the right fit to [email protected].