Support Specialist (Hospitality)

TL;DR

Support Specialist (Hospitality): Delivering high-quality service to restaurant guests and owners with an accent on real-time problem solving and technical communication. Focus on resolving day-to-day issues via Zendesk, maintaining high QA scores, and coordinating between end-users and the development team.

Location: Remote (US)

Salary: $55,000 - $65,000

Company

hirify.global connects passionate diners with exceptional restaurants through a rewards-based application.

What you will do

• Provide email and phone support to guests and merchant partners using the Zendesk platform.
• Manage a high volume of tickets (approximately 70 per day) while maintaining a QA score of 95% or higher.
• Communicate technical issues clearly to the development team and end-users, following up according to policy.
• Collaborate closely with restaurant owners and guests until issues are fully resolved.
• Identify recurring problems and provide regular updates to management to suggest long-term improvements.

Requirements

• 1-2 years of experience in Customer Service.
• Experience working with CRM software (Zendesk is preferred).
• Strong oral and written communication skills, including the ability to explain abstract concepts.
• Excellent interpersonal and organizational skills.
• Must be able to work autonomously in a remote environment with a stable and reliable internet connection.

Nice to have

• 3-4 years of Customer Service experience.
• Previous experience in the hospitality industry.

Culture & Benefits

• 100% employer-covered health and dental insurance for direct employees.
• Generous PTO, company holiday policy, and company-paid Short Term Disability.
• Child Care benefits and generous parental leave.
• Necessary hardware provided (laptop, monitor, headset, keyboard, and mouse).