Customer Support Representative

Hey, you! Wanna become #OneOfUs?

We are on the lookout for the next awesome customer-obsessed problem solver to join HKR.TEAM as a Customer Support Specialist, working for a US-based client in the restaurant technology space that serves as a Virtual Concierge AI for hospitality businesses.

Btw, HKR.TEAM was remote before it was even cool!

Remote is allowed, encouraged, and the norm. Now, and forever. There’s only one catch, and it comes from this guy:

“Whatever you are, be a good one ” - Abraham Lincoln.

To apply, please fill out our external form.

(You will be redirected to it automatically, once you click "Apply").

What you'll be doing?

Be the go-to hero for customers by responding to questions and issues across email, live chat, and Zoom, resolving as much as possible on the first contact.

Translate complex product issues into clear, friendly, and simple explanations for non-technical restaurant owners and staff.

Own your queue like a boss, prioritizing dynamically throughout the day to hit response targets like Time to First Response.

Team up with Product and Engineering by writing organized, actionable bug reports and feature feedback, and following up until they are fully resolved.

Play detective by spotting patterns in recurring issues and proactively flagging trends rather than just closing tickets one by one.

Keep the knowledge flowing by contributing to and maintaining help docs, macros, and internal knowledge base articles to reduce repeat questions.

Stay cool as a cucumber, effectively de-escalating frustrated or urgent customers when needed.

Participate in a shared weekend on-call rotation, making sure restaurants are supported during their busiest times outside standard weekday hours.

About you

You have a strong technical aptitude with the superpower to explain complex issues simply and patiently.

You've got the creds: proven experience supporting customers across email, live chat, and video platforms like Zoom.

You genuinely love support work-you are motivated by solving real problems and helping people, not just closing tickets.

You're super comfortable working with support metrics (Time to First Response, resolution time, CSAT) and using them to guide your daily workflow.

You have experience partnering seamlessly with Product and Engineering teams, including writing clear bug tickets.

You are highly organized, capable of managing a dynamic workload, and available to work occasional weekend shifts as part of an on-call rotation.

Perks

Fair market pay

Remote, full-time job - work as an independent contractor from the comfort of your own home!

Afternoon US schedule in shifts (with 1 hour of lunch break )

Start-up culture, young team, no egos, no BS