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Salary: USD 20,000 - 20,000 / annual
Owner is an AI-native platform that helps local business owners—starting with restaurants—succeed by consolidating tools for websites, online ordering, CRM, POS, and more. The company has generated tens of millions in revenue since 2020, processed over a billion dollars in online orders, and helped 20,000+ restaurant owners save nearly $200 million in fees. Owner is a remote-first, global company headquartered in San Francisco with a sales hub in Toronto.
As a Customer Support Representative, you will be a primary human connection for restaurant owners and guests using Owner's platform. You'll deliver empathetic, hospitality-driven support across high-volume inbound phone calls, chats, and emails. The role requires you to listen deeply, communicate clearly, and take ownership of resolution—especially in moments when customers are stressed or frustrated. You'll manage multiple concurrent conversations and tasks while maintaining strong organization and accuracy.
Key responsibilities include:
- Deliver consistent, empathetic support across phone, chat, and email in both Spanish and English
- Handle escalations and complex customer issues with professionalism and sound judgment
- Manage high-volume inbound interactions while maintaining a 90%+ customer satisfaction score
- Document interactions thoroughly in Salesforce to ensure continuity and accountability
- Collaborate with teammates to share knowledge, best practices, and process improvements
- Identify patterns and recurring issues to surface insights that improve tools and documentation
- Support teammates through mentoring and subject-matter expertise
This is a full-time role with shifts varying between 7:00 AM–4:00 PM or 11:00 AM–8:00 PM PST. The support team operates 24/7, 365 days a year, so weekend availability and flexibility to work both morning and evening shifts are required. Owner moves fast and holds a high bar—this is a performance-driven environment where quality, accountability, and judgment matter deeply.
REQUIREMENTS:
- 3–5+ years of customer support or customer service experience, ideally in B2B SaaS, technology, e-commerce, or software-driven environments
- Proven success in high-volume, fast-paced support roles with clear performance expectations
- Fluency in Spanish and English (C1/C2 level) with strong written and verbal communication skills in both languages
- Experience handling escalations and complex customer issues with professionalism and empathy
- Demonstrated ability to mentor, train, or serve as a subject-matter expert
- Experience with CRM environments (Salesforce preferred) and telephony systems (Intercom, TalkDesk, or similar)
- Strong organizational skills, ability to prioritize, manage multiple cases simultaneously, and maintain accuracy under pressure
- Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations
- Reliable home workspace with stable, high-speed internet and minimal background noise
BONUS QUALIFICATIONS:
- Background in hospitality, restaurants, retail, or high-volume customer-facing service
- Experience supporting restaurant owners, small business owners, or hospitality-focused businesses
- Familiarity with support metrics (CSAT, QA, FCR, SLAs)
- Experience working on remote or distributed teams across time zones
