Enterprise Support Specialist

Role overview

An Enterprise Support Specialist is needed to serve as a frontline partner for large merchants using an online ordering SaaS platform. The position sits inside a Merchant Success Operations group whose mission is to keep restaurants' digital ordering experience running smoothly day to day, resolve issues quickly, and continuously raise operational standards. It is a queue based, customer facing role focused on enterprise restaurant partners and reports to a senior support supervisor.

Responsibilities

- Own inbound support tickets across chat, email, phone, and SMS, working them end to end with clear communication and timely follow up - Troubleshoot product and account issues, document findings, and drive them to resolution independently when possible - Escalate complex or high impact cases with full context, reproduction details, and proper case notes - Deliver empathetic, high quality support in every interaction while meeting established service quality standards - Partner with peers and cross functional teams when a fix requires engineering, product, or account management input - Spot recurring issues and surface opportunities to refine workflows, macros, or internal documentation

Requirements

- Three or more years of experience in customer support or operations within a SaaS, technology, or online platform environment - Strong written and verbal communication skills with the ability to explain issues and resolutions clearly to non technical merchants - Demonstrated experience handling customer issues end to end, including troubleshooting, follow up, and closure - Comfort managing multiple priorities in a fast paced, queue driven support environment - Sound judgment about when to resolve independently versus escalate - Familiarity with ticketing platforms such as Intercom, Zendesk, or comparable tools, plus disciplined case documentation habits

Benefits and work setup

The employer offers a comprehensive benefits package for regular employees, including a 401(k) plan with employer matching, medical, dental, and vision coverage, disability and basic life insurance, family forming assistance, and access to a mental health program. Paid time off policies vary by role type, with salaried positions receiving flexible vacation plus paid sick time, and eligibility for 11 paid holidays. Additional offerings include a commuter benefits match, wellness benefits, and 16 weeks of paid parental leave where applicable. The company is an equal opportunity employer and considers qualified applicants with arrest and conviction records consistent with local fair chance ordinances.