Job Description

ResQ was founded with the belief that restaurant operators and service providers should have a much better way to operate their businesses. As a first step towards our mission, we have built a SaaS-enabled marketplace that helps fast-growing restaurants manage their \xf0\x9f\x9b\xa0 repairs and maintenance, empowering them to focus on their customers.Repair and maintenance is the heartbeat of any restaurant\'s operations, yet the existing management methods are complex, expensive, and time-consuming. With ResQ, restaurants can simply get connected to qualified service providers, submit jobs, track progress, and pay, all in one place.We are trusted by the world\'s leading restaurant brands and are venture-backed by top-tier global VCs - and we are just getting \xf0\x9f\x9a\x80 started!Hello \xf0\x9f\x91\x8b Future ResQer!ResQ is looking for a Support Specialist to give exceptional customer support and be the first point of contact to our customers. We are looking for someone who thrives off giving great customer service, has strong communication skills, and takes extreme ownership in everything they do. This role reports directly to the Team Lead - Customer Support.We understand that joining a team is one of the most important choices you make, and adding a team member is one of the most important choices we\'ll make. We want you to get to know us, and we want to understand how you approach problems, learn, and what motivates you.We thrive on being transparent and we know working in Customer Support requires a certain discipline, so we have included some questions to ask yourself to help you choose if this role is right for you at this specific time (if not, then let\'s connect later!!):.Are you nodding your head with excitement at the idea of:Building strong relationships with customers and providing high-quality customer serviceConsistently ensuring you are communicating with customers in a timely mannerAssessing all requests and ensuring you are providing urgency when neededProviding solutions for customers and ensuring you take extreme ownership in all requestsWhat you will do:As a Support Specialist at ResQ, you will work closely with multiple departments across ResQ, have a winning attitude, and enjoy the challenges of working in an early stage startup.You will also make an impact in the following areas:Exceptional customer support\xf0\x9f\xab\xb6 : As the first point of contact to our restaurant customers, you will greet them with the appropriate empathy/voice, solutions-focused attitude, client over-communication, and proactively identifying and solving customer issues. You will actively seek ways to utilize and market new product features to enhance the customer experienceRelentless reliability and administrative accuracy \xf0\x9f\x91\x8a\xf0\x9f\x8f\xbc : including consistent and timely communication to all customers, systematic documentation, notes, and internal accountabilityEnd-to-end ownership \xf0\x9f\x92\xac : All customer communication will be your responsibility, including emails, proper assessment of urgency, appropriate escalation or transfer of ownership to others, and cross-functional support of other business unitsRelationship Building \xf0\x9f\x91\xa8\xf0\x9f\x8f\xbc\xe2\x80\x8d\xf0\x9f\xa4\x9d\xe2\x80\x8d\xf0\x9f\x91\xa8\xf0\x9f\x8f\xbd: You will be an ambassador for the Customer Experience team with other business units, bridging relationships and helping other units understand how to best work with, or on behalf of, the Customer Experience team.Who you are:This role is ideal for candidates who have one year experience working in a customer support role in a fast-paced environment. We are looking for candidates who are passionate about providing exceptional customer service and are able to handle multiple priorities at one time with ease. This role does involve working shift work that is rotational and will also include weekends and holidays.Being part of a Customer Support team at a tech startup has many challenges and unique opportunities. We are looking for candidates who are natural collaborative problem solvers who take extreme ownership in everything they do. We are also looking for candidates who have a deep level of empathy towards people and are genuinely interested in understanding others\' problems. The fun doesn\'t stop there, we thrive in a collaborative and open environment where feedback and open dialogue is encouraged by all, so get ready for lots of open conversations with your teammates. We hope you love giving and receiving feedback as much as we do!1+ years of experience providing high-quality customer serviceYou are a natural problem solver and analytical thinkerYou can handle multiple priorities at one time with easeYou take Extreme Ownership in everything you do - it\'s one of our core operating principlesYou value collaboration and strive to build relationships with your team membersYou are not shy or afraid to take on new challenges, in fact, you find yourself looking for themWhat to expect as a candidate:While we are never perfect, we have aimed to build a process that fosters fairness and helps to minimize bias, this includes structured processes and interviews. Our goal is that everyone interviewed has a positive experience, regardless of the outcome.Stage 1\xef\xb8\x8f\xe2\x83\xa3: Send us your resume and a note about how your story connects to ours. Feel free to focus on what you have learned rather than just a list of responsibilities. Tell us your story! We\'ll aim to tell you quickly if it is not the right fit so you are always informed.Stage 2\xef\xb8\x8f\xe2\x83\xa3: Successful candidates will meet with a member of our People and Talent Lead. It will be standardized to keep things fair but also with enough room to show your uniqueness. We\'ll communicate the salary range now for full transparency. If you like us and we also think there is a fit, we\'ll invite you to the next stage.Stage 3\xef\xb8\x8f\xe2\x83\xa3: This interview will be done remotely or in person at our downtown Toronto office. During this round you will have the opportunity to meet the hiring manager that you will directly report to.Stage 4\xef\xb8\x8f\xe2\x83\xa3: The final interview will be done over a google meet call. You will meet with our Head of Strategy & Operations, and Manager, Support Operations. Come with questions!Want to learn more? \xf0\x9f\x91\x80 Keep Reading!We are a mission-driven team and have a big vision to revolutionize the service industry. While on that journey, we recognize that building a startup is very hard. Turning vision into reality in a fast-growing environment takes superhuman efforts and is often one of the most difficult, yet rewarding, things one can do.We do our best to ensure transparency during all stages of the interview process but we realize it\'s a lot of information \xf0\x9f\x93\x9a to take in at once so we wanted to centralize everything to make it easier for you to navigate through. We have created a Talent Notion page which will help you learn more about us during the recruitment process.We are spilling the Tea \xf0\x9f\xab\x96 on all things ResQ, if you want access to the inside scoop \xf0\x9f\x92\xac Tell your friends, because sharing \xf0\x9f\xab\xb6 is caring \xf0\x9f\xa7\xa1ResQ strongly believes that diversity of experience, perspectives, and background will result in a better environment for our employees and a better product for our users. ResQ is an equal opportunity employer. We do not discriminate against applicants based on race, colour, religion, sex, national origin, or disability, or any other status or condition protected by Ontario or local law. ResQ is committed to workplace diversity and will provide accommodation to applicants with disabilities throughout the hiring process.Not Sure You Meet all the Requirements? We know the can get in the way of meeting spectacular candidates, so please don\'t hesitate to apply - we\'d love to hear from you!

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