Tier 1 Support Manager

Full

Remote

Job Description

Union is an all-in-one hospitality engagement platform that leverages industrial-grade data intelligence to deliver transformative experiences for the industry’s most popular venues, their guests, and their brand partners. – After creating the most high-powered point of sale system for bars and restaurants, Union’s seamlessly integrated tableside mobile ordering platform is the cherry on top that makes the system the true market leader.

Our merchants don’t just want a better bean counter. They want a technology platform that’s transformational in its approach to driving engagement, customer satisfaction, and ultimately revenue. We are committed to continuous innovation and looking for only the best and the brightest to help us solve tough challenges for our customers.

Responsibilities

Become an expert on the Union Point of Sale System and Mobile Ordering Platform.
Provide technical support to customers by identifying, investigating, and resolving their problems quickly and efficiently. Respond to inbound calls, emails, chats, and direct messages from customers and coworkers promptly and with professionalism. Meet key performance metric expectations while ensuring quality and most importantly, complete customer satisfaction for nightclubs, restaurants, and late-night bar industry clients.
Document all customer interactions and support needs within our CRM, and escalate unresolved issues promptly.

Experience

1-2 years of customer support experience
1+ years of experience using CRM software, group chat software, and network management software
Exceptional problem-solver
Conflict Resolution expert
Commitment to get things done, an initiative approach to improve the next project, and an interest in serving the service industry.
Bonus if skills exist with Confluence knowledge base writing, service industry knowledge, point of sale systems, and an eye for a process improvement

Requirements

Weekend and Night availability
Strong organizational, multi-tasking, communication, and interpersonal skills.
Self-motivated and able to work independently with minimal supervision
Must be flexible and adaptable due to the ever-changing needs of the organization
Detailed orientated with a strong desire to solve problems
Understand and embodies a white-glove approach to customer service

Summary benefits:

Health Care we pay for: max $640/month for employee $970/month for family
Dental: $40 per month
Vision: $6 per month
401k match: 4%

Union is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

INTERESTED?

Think you could crush this role? Fill out the form below to send us a message with your resume attached or a link to your social media profile, and we will get back to you as soon as possible to set up a meeting with our team. 

Posted By

Leslie Sodaro

Leslie Sodaro

Chief of Staff