Technical Support Representative, In-Store

About the Team

The Technical Support Team at SevenRooms is part of the company’s broader Customer Experience and Support Ops organization. We partner directly with hospitality operators around the world to deliver best-in-class customer support. Our mission is to ensure that when things go wrong—or when guidance is needed—there’s always someone knowledgeable, strategic, and empathetic ready to help. Whether it's troubleshooting technical issues, advising on product setup, or driving value from our platform, we work across chat, email, and phone to create seamless and impactful experiences. Ultimately, we’re here to ensure our merchants succeed while supporting a fast, reliable, and efficient support operation across a 24/7 model.

Multiple Full-time Hourly Shifts Available. At least one weekend day availability is a must.

About the Role

In this role, you’ll work directly with hospitality operators across the globe to troubleshoot issues, instruct and teach product functionality, and strategize to maximize our customers’ Return of Investment. This role is imperative in advancing our mission to provide world class customer support to our clients.

You’re excited about this opportunity because you will…

• Support Customers via Email, Phone and Chat. Promptly respond to customer inquiries through email and phone, resolving issues efficiently and with care.

• Provide Strategic Solutions. Help customers get the most out of the platform by delivering thoughtful, prescriptive setups tailored to their goals, showing both technical knowledge and strategic insight.

• Master the SevenRooms Platform . Build and maintain deep knowledge of the SevenRooms platform - both broadly and in the context of individual client needs.

• Document Resolutions . Record issue resolutions and steps taken, ensuring clear documentation across all client interactions.

• Prioritize with Impact in Mind. Evaluate and act on support requests based on the severity of customer impact, ensuring the most critical issues are addressed first.

• Use Internal Tools Effectively. Learn and apply a variety of internal and external systems to log, track, and pull relevant data, supporting smooth and informed day-to-day operations.

We’re excited about you because…

• You’re a strong communicator, both in writing and over the phone

• You bring a positive, collaborative attitude and thrive in team environments

• You’re comfortable juggling multiple tasks in a fast-paced startup environment, with excellent follow-through

• You have a proven ability to build strong, trusted relationships with clients

• You deliver outstanding customer service, striking the right balance between empathy and effective solutions

• You’re analytical and resourceful, with sharp problem-solving skills

• You have a technical mindset and an interest in hospitality tech

• You’re familiar with tools like Zendesk, Jira, Salesforce, or similar platforms

• You have 1+ years of experience in a high-impact, customer-facing support or strategic account role, ideally in B2B, SaaS, or hospitality

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About the company

At the company, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.

The company is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

If you need any accommodations, please inform your recruiting contact upon initial connection.

Beware of recruitment scams: the company, Deliveroo, and Wolt will never ask you to pay money or share sensitive financial information during hiring — learn more about our legitimate recruiting process at Recruitment Scam Awareness - the company .