Job Details

Job Title:Customer Support Representative (Merchant Support Specialist)

Client:DoorDash

Location:Remote

Job Title: Merchant Support Specialist I

Location: Remote
Schedule: Flexible; must be available any day of the week between 12 PM - 12 AM PST
Preference: Strong preference for candidates with restaurant experience

About the Team

Bbot is on a mission to simplify operations for hospitality businesses. Our platform provides merchants with essential tools-including reliable online ordering, reporting & analytics, and targeted marketing-all in one place.

About the Role

The Bbot Customer Support Team provides 365/12/7 coverage from 9 AM - 9 PM EST. This role requires flexibility to work mornings, nights, weekdays, and weekends. Shift times may change as the team expands.

As a Merchant Support Specialist I, you will be the first line of defense (Tier 1) for all merchant, customer, partner, and internal post-sales escalations. You will work closely with Tier 2 Support to ensure seamless issue resolution. Your primary responsibility is to support merchants using Bbot's ordering platform, troubleshooting issues related to menu settings, customer UI configurations, ticket printing & routing, and reporting reconciliation.

Key Responsibilities

• Be an early part of a collaborative team that provides 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.
• Address merchant issues with empathy and urgency, ensuring that every interaction is a learning opportunity that drives merchant success.
• Develop deep expertise in Bbot's product suite, processes, systems, and tools, learning how to diagnose and resolve a wide range of technical issues.

• Education: Bachelor's degree or equivalent work experience.
• Experience: 2+ years in a related role in technology, hospitality, or customer support.

• Familiarity with Toast, Square, Upserve, Micros, Aloha, NCR, or Revel POS.
• Experience with G-Suite, Slack, Atlassian, Salesforce.