Merchant Support Specialist Jobs

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• You always either know what your next steps are and how to get there, or who to ask if you need help.
• You must be flexible to work mornings, nights, weekdays, and/or weekends. Shift times may be subject to change as we expand our team! We primarily manage our ticket queue via email and text message, and provide phone or video support upon request or as needed.
• You know how to close the loop and you don’t leave anyone hanging.
• We are leaders – Leadership is not limited to our management team.
• Our innovative platform has all the tools merchants need — all in one place — reliable online ordering, reporting & analytics, targeted marketing, and more. We know that every restaurant is unique, so we built our software to be as flexible as you need.
• You have high emotional intelligence and great communication skills - you communicate with merchants and teammates efficiently, professionally and confidently.
• We are committed to learning and implementing what is best for our customers, merchants, and dashers.
• You work independently, you’re a reliable teammate, and you’re trustworthy.
• You’re excited about this opportunity because you will… Be an early part of a collaborative team that prides itself with world-class customer service for an innovative and industry leading technology platform Investigate and resolve complex technical troubleshooting cases to diagnose and remediate failure points.
• We’re excited about you because… You love helping people! You want to do right by our merchants to provide a scalable, world-class merchant experience.
• You are excited by the unfamiliar and new. You are comfortable with building the plane as it’s flying and have a bias for action.
• We are operators – We believe the only way to predict the future is to build it.
• About the Team Bbot is on a mission to make operating a hospitality business a whole lot easier.
• We are learners – Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute.
• Address merchant issues with empathy and urgency, ensuring that every touch point with the merchant is a learning opportunity that brings them closer to success.
• Develop a deep expertise in Bbot’s product suite, processes, systems, tools, and how to diagnose and resolve an issue.
• You enjoy working methodically through a problem step-by-step to narrow down possible solutions.
• Tier 1 is primarily responsible for supporting the merchants that use Bbot’s ordering platform and will help identify and troubleshoot a wide range of issues such as menu settings, customer UI configurations, ticket printing & routing, and reporting reconciliation.
• 1+ years of work experience in a related role in technology, hospitality, or customer support Bonus Points for… Familiarity with Toast, Square, Upserve, Micros, Aloha, NCR, or Revel POS Familiarity with G-Suite, Slack, Atlassian, Salesforce.
• Bbot powers the Friday night dinner rush, the weekend brunch reservations, and everything in between.
• Creating solutions to lead our company and our industry is what we do on every project, every day.
• You absorb new information quickly and execute at a high level because you effectively manage your time and proactively seek to understand.
• You’ll be a strategic problem solver and become a subject matter expert in all things Bbot! You will be the first line of defense (Tier 1) for all merchant, customer, partner, and internal post-sales escalations, ensuring that Tier 1 & Tier 2 Support work together seamlessly to provide an exceptional service experience when something goes wrong.
• You thrive in a fast-paced, always changing environment.
• You have a Bachelor’s degree or equivalent amount of work experience.
• You have experience in de-escalation tactics, call management, and delight in turning an upset customer into a vocal brand promoter.
• The Bbot Customer Support team currently offers 365/12/7 coverage from 9am-9pm EST.
• To succeed in this role you will need to have strong communication, troubleshooting and organizational skills, and a constant desire to never stop building your knowledge of our ever-growing product suite.