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Salary: USD 55,000 - 65,000 / annual
inKind is a restaurant rewards platform that connects diners with exceptional restaurants across the country. The Support Specialist will join the growing customer support team to deliver excellent service to both end users (restaurant guests) and clients (restaurant owners).
In this role, you will provide email and phone support via Zendesk ticketing platform, handling 70-100 tickets per day with a target one-touch resolution rate of 80% or higher and QA scores of 95% or higher. You will maintain close communication with restaurant owners and guests until issues are fully resolved, escalate complex problems to Tier 3 and management as appropriate, and communicate technical issues clearly to both end users and the development team.
Key responsibilities include conducting user and partner support in line with documented procedures, providing regular updates to your manager on common problems and potential longer-term solutions, and using communication channels to inform the team of important issues that could improve team performance. Success requires a talent for real-time, efficient problem-solving, strong technical communication skills, top-tier organizational abilities, and a high level of follow-through.
You should be a creative problem solver with the ability to quickly assess, de-escalate, and resolve customer issues. You must be a clear, empathetic, and relatable communicator with sharp focus and attention to detail. The role demands responsiveness, autonomy, time-consciousness, and genuine passion for helping customers resolve their questions and concerns.
The position is fully remote and requires a stable, reliable internet connection. inKind provides monitor, laptop, headset, wireless keyboard, and mouse. You will work autonomously and must be able to multitask effectively across systems.
**Requirements:**
- 1-2 years of customer service experience (3-4 years preferred)
- Experience working with CRM software; Zendesk experience preferred
- Strong oral and written communication skills with ability to communicate efficiently with development teams, end users, and merchant partners
- Ability to explain abstract concepts verbally and in writing
- Excellent interpersonal and organizational skills
- Proficiency in macOS, including navigating applications, managing files, and multitasking across systems
- Previous experience in the hospitality industry is preferred
