Customer Support Representative

Customer Support Representative

Remote - Mexico

Customer Success & Support / Full-time / Remote

About Owner.com

Owner is the all-in-one platform that restaurants use to succeed online. Thousands of restaurant owners use our tools to build their website, drive online orders, create their own branded app, manage their customer relationships, and set up marketing automations. You can think of it as Shopify meets HubSpot, but specifically for restaurants. Learn more about the problems we are solving for our customers here.

Our vision

We're starting by helping independent restaurants succeed online. But it's not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive. Once we nail the solution for restaurants we'll scale it into every other local business type. In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.

Our traction

In just over 3 years we've generated tens of millions in revenue, served millions of guests, and processed hundreds of millions of online orders. More importantly, we've helped thousands of restaurant owners save their businesses - and not only survive, but thrive.

Our team

Our team grew from under 100 to nearly 200 talented people in 2024. We've got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe. We'll be scaling even faster in 2025 to keep pace with our customer growth.

Where we work

Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our employees are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location.

Why we are looking for you

As a Customer Support Representative you will be the first to help when a restaurant owner has a question or is facing a problem. Strong communication skills are a must to provide great solutions and an overall white-glove experience for our valued customers. We are specifically looking for a team member who is fluent in both Spanish and English and can provide precise and detailed support in both languages. This is a fast-paced, KPI-focused role so attention to detail is key your days will be spent managing a high volume of inbound/outbound calls, emails, and chats from our customers and their guests. This gives you a unique opportunity to perfect your time management and client-facing skills. Your success will be measured by your ability to consistently provide amazing support that makes restaurant owners say "wow" every time they contact us.

This is a fully remote role that can be based anywhere in Mexico, with a preference for candidates located near Mexico City (CDMX). This is a full-time role with an evening shift, requiring availability between 11am and 8pm PST, and includes working weekends.

The impact you will have

• Respond quickly and accurately to a high volume of inbound phone calls, and some chats and emails from our customers and their guests.
• Maintain a customer satisfaction level over 90%
• Use Salesforce to log all activities and interactions with our customers
• Communicate and collaborate with your team on Slack to provide the best possible solutions for our customers

Minimum requirements

• Customer-facing support experience, preferably at a software company.
• Fluent Spanish and English speaker with excellent spoken and written communication skills in both languages.
• A designated work from home area, with high-speed internet connection and free from interruptions and background noise.
• Experiencing working in a fast-paced environment.
• Experience with a telephony system such as Talkdesk or RingDNA
• Past experience with restaurants is a huge plus!

Pay and benefits

• The estimated yearly compensation for this role is the local equivalent to $20,000 USD.
• Other benefits include comprehensive health coverage, work from anywhere, unlimited PTO - plus extra fun perks!

Notice - Employment Scams

Communication from our team regarding job opportunities will only be made by an Owner employee with an @owner.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by scammer, please mark the communication as "phishing" or "spam" and do not respond.