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Client Support Representative

June 24 2021
Industries IT: Software
Categories Customer Service, Call Centres, Support, Assistance
Toronto, ON • Remote

At 7shifts, we’re building a team and product that will help change the restaurant industry for the better, one shift at a time.


We believe that starts from the inside-out. Our Values—Be radically candid, Embrace new challenges, Act like an owner, Make every experience an 11, and Solve with simplicity (otherwise known as BEAMS)—are the bedrock of our team member experience. Those values are also what drive our customer experience, and are a big reason why we’re trusted by more than 350,000 restaurant pros around the world.


The restaurant industry in particular has been severely impacted by the pandemic, and the adoption of technology has become essential to the industry's survival. 7shifts has supported restaurants with labor management tools through the pandemic, and have seen record growth as a company as the industry steadily recovers. When every dollar counts in the face of reopening, restaurants across North America are turning to tech partners like 7shifts to help save thousands on labor and grow rapidly out of the pandemic. We are scaling fast and adding hundreds of new customers every month.


We are looking for a detailed oriented, empathetic Client Support Representative to join our team and our mission to simplify labor management and improve performance for restaurants everywhere. As the Client Support Representative, you are a “people person”, love problem-solving, and can communicate effectively with a multitude of personality types. Your primary goal will be to “make every experience an 11” for our customers by digging deep to help solve problems and/or answer questions they may have about our software. The Client Support Representative will be simplifying labor management, one shift at a time. This is an opportunity for someone who wants to get in on the ground floor of a transforming industry and play a critical role in driving our continued success.


The position can be based in New York, Saskatoon or Toronto, and is remote-friendly.


We’re building an inclusive work environment that is representative of the diverse industry we have the pleasure of serving and encourage candidates from all backgrounds to apply.


What you’ll do:

  • First point of contact with 7shifts clients via live chat, email, and phone
  • Assist 7shifts clients with basic product training
  • Build and maintain relationships with new and existing customers
  • Develop training materials and videos that help new customers use 7shifts to its fullest potential
  • Identify new ways customers can benefit from the product, by understanding their business challenges and finding creative solutions to their problems
  • Identify and report software bugs
  • Track support requests and identify commonly occurring problems
  • Actively participate in team meetings


What you have:

  • 1-2 years experience working in customer service.
  • Very strong written and verbal communication skills. You’ll be the first point of contact for customers via three channels: email support, phone, and online chat. Being able to communicate clearly and effectively with customers to ensure their questions are addressed is key.
  • Experience working (or interacting) with various web and mobile apps; you are considered “tech savvy”
  • Resourcefulness: the best solution might not be the most obvious one. You’ll use the tools at your disposal to find the best approach to solving problems.
  • Attention to detail: you will troubleshoot potential bugs that get reported, and work with our clients to reproduce them.
  • Empathy: You are able to put yourself in someone’s shoes in order to understand our customers’ point of view and address their needs properly.
  • Positivity: As the main point of contact for customers, you’ll become the voice of 7shifts. Your positive tone will make you approachable and easy to talk to when working with customers.


It’d be even cooler if you had:

  • Experience working in the restaurant industry
  • Experience making and editing simple videos
  • Fluency in Spanish or French


In your cover letter, let us know what you can contribute to the team. Proofread! Make sure you spell 7shifts correctly. Want to increase your chances of standing out? Address the following points in your cover letter:

  1. Tell us about any books, blog posts, or articles you’ve read about customer service and what you thought of them.
  2. Have you been part of an amazing customer support experience? Tell us what made it memorable.


About 7shifts

7shifts is a cloud-based labor management platform designed for the restaurant industry. We help restaurateurs – from independent establishments to large franchises – by making it easy for them to properly schedule their staff, streamline team communications, and reduce labor costs. Since our founding in 2014, we have scaled rapidly to become the leading labor management solution for restaurants.


Our Response to COVID-19

Our team is fully supported in working remotely. We have protocols in place for those who wish to work out of our Saskatoon, Toronto, or Hoboken New Jersey offices.


Our People and Culture team has transitioned the recruitment, hiring, and onboarding processes to be fully virtual. We’ve added two dozen Shifties to the team since then.


While working remotely challenges our team’s connected and activity-loving nature, we’ve been able to create virtual opportunities for fun and social connection.

Perks:

  • Centrally located offices in Saskatoon, Toronto, and Hoboken for those who want to work in-person with their team
  • Remote friendly for those who want to work from home (whether it be preference or pandemic related)
  • Stock options (equity) in a VC-backed startup
  • Benefits coverage from the start
  • Unlimited vacation
  • Parental leave program
  • Continuous professional development budget
  • A culture that values authenticity, trust, curiosity, and diversity of thought


We thank you for your interest in joining the 7shifts team! While we welcome all applicants, only those who are selected for an interview will be contacted.

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