Job description
Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime’s software is used today in over 150,000 locations across 100+ countries by the world’s top restaurant and foodservice operators. Customers including Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys and P.F. Chang’s rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits.
About the role
As a Customer Support Analyst, you will be a key part of making sure that we can keep delivering high-quality support to our customers. You will be able to explore new technology and develop processes to help other team members, grow within our company and make a huge impact from day one.
What you’ll do as a Customer Support Analyst
- Help customers solve problems in the Crunchtime platform.
- Use internal tools to troubleshoot customer tickets within our Labor and Inventory product suites including Net-Chef, Enterprise Manager Web, Teamworx, Mobile Teamworx, and Mobile Inventory.
- Collaborate with a global team to deliver the ultimate customer experience
- Support Sales/Success teams with account management and technical support
- Be a voice of the customer, helping our product and engineering teams better understand our customers’ needs
- Sympathize with the customer’s situation and take pride in finding them a resolution on tickets submitted.
What we’re looking for
- 1-2 years of remote application support experience
- 2-4 years of customer-facing experience in any industry, but hospitality industry is preferable.
- Excellent interpersonal and communication skills (written and verbal)
- Bachelors Degree
- Technical background (Above average competency in computers, communication programs, Bluetooth, tablets, phones, and internal tools)
- Able to work in high stress environment with multiple competing priorities
- Ability to prioritize tasks independently based on understanding business impact for the customer
Nice to haves
Experience working with a distributed/remote team
Successful track record collaborating cross-functionally across internal teams (Sales, Success, Product, Engineering, Marketing, Finance) to solve customer problems
Experience with Jira and Zendesk
SQL knowledge
Able to troubleshoot networking and communication protocols
Experience supporting restaurant, convenience store, or grocery industry verticals
Familiarity with common Inventory and Labor management tools and reports such as P&Ls, Labor Productivity, Sales Forecasting & Staffing Level Templates, and Labor Rules.
What you’ll get
- Great mission-driven team members from diverse backgrounds with a strong company culture
- Competitive pay
- Flexible PTO
- Paid company holidays
- Yearly team off-sites
- International travel opportunities
- Medical, dental, and vision benefits (FSA, HSA & HRA options)
- Basic & Voluntary Life Insurance
- 401k employer match
- Wellness benefits (Headspace, Headspace+)
- Commuter benefits
- Work in an open environment on solutions that are reshaping the way businesses operate
- Fun team events
- Ability to have a big impact
- 10 weeks of paid parental leave
- Fitness reimbursement
- Learning & development funds
Equal Employment Opportunity Statement
At Crunchtime, we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic.
We have an inclusive and diverse workplace where every team member is respected and valued. As a global software development company, we believe that our diverse employee population enriches our work environment.
Join us in our mission to provide the best software solutions to the food industry. We encourage you to apply regardless of your background or experience; even if you don’t meet all the qualifications, because we believe unique experiences and perspectives make us a stronger team.
