Customer Support Representative

7shifts is a scheduling and payroll platform designed to help restaurant teams thrive. With an easy-to-use app and industry-specific solutions, 7shifts saves time, reduces errors, and helps keep costs in check for over 55,000 restaurants. Our mission is to simplify team management and improve performance for restaurants, with a long-term vision of creating a thriving restaurant industry through the power of connected & engaged teams.

As the Customer Support Representative at 7shifts, you’ll be a key driver of the satisfaction and retention of our customers by helping them unlock the full value of our platform. As the first point of contact for customers via chat, email, and phone, you’ll provide personalized, empathetic, and solution-focused support and serve as a key contributor to the success of 7shifts.

We’re not actively hiring for this role right now, but we hire for it often. If you’re interested, we encourage you to apply so we can keep you in mind for future openings. We’re building an inclusive work environment that is representative of the diverse industry we have the pleasure of serving, and encourage candidates from all backgrounds to apply. We are currently offering two different shifts during the week, Sunday to Thursday and Tuesday to Saturday. Please note that the working schedule is subject to change depending on business needs. If a change is needed, there will be adequate notice and communication.

What you’ll do:

Act as the first point of contact with 7shifts customers via chat, email, and phone channels to effectively troubleshoot and problem-solve concerns

Educate customers on basic product training, including developing training materials and videos that help new customers use 7shifts to its fullest potential

Identify new ways customers can benefit from the product, understanding their business challenges and finding creative solutions to their problems

Proactively track requests and commonly occurring issues, identifying and reporting software bugs to the appropriate teams

Collaborate closely with the Support team by actively participating in team meetings and discussions

What you bring:

1-2 years of experience in a technical customer support role (or similar)

Strong written and verbal communication skills - you will be the first point of contact for customers and being able to communicate clearly and effectively address customer questions and concerns is key

Experience working or interacting with various web and mobile apps with the ability to effectively troubleshoot customer issues

A resourceful and resilient approach to problem-solving, using available tools and keen attention to detail to find the best solutions

The ability to learn quickly and stay up to date on new features and product releases, adapting to current offerings to effectively assist customers

Curiosity to learn and tackle new challenges, with a commitment to owning customer interactions—ensuring thorough investigation, effective troubleshooting, clear communication, and proactive education for both customers and internal teams

The ability to understand the customers’ perspective and address their needs with empathy and efficiency

It’d be even cooler if you had:

Experience working in the Support function of a SaaS company

Experience supporting a US Payroll software

Experience working in the restaurant industry

Fluency in Spanish or French

Compensation

The base compensation range for this position is CAD $50,000 - CAD $75,000 . This range reflects the full growth path for the role, from building core skills, to accomplished performance, through to role mastery. For this role, we typically target the building core skills level when hiring externally. At this level, individuals are developing foundational skills, building confidence through hands-on experience, and learning how to consistently deliver impact in the role.