Support Specialist

Role overview

The Support Specialist will join a expanding customer support function focused on serving both restaurant guests and restaurant owners with a warm, hospitality-led approach. The position calls for quick thinking, calm problem resolution, and strong technical communication so issues can be handled efficiently day to day. It also requires strong organization, consistent follow-through, and the ability to relay problems clearly and briefly to the product and development teams, merchant partners, and end users. A genuine interest in helping customers and resolving their questions is essential.

About you

• You enjoy solving problems creatively and can quickly assess situations, calm tensions, and move issues toward resolution.
• You approach work with honesty and integrity.
• You communicate clearly, with empathy and a relatable tone.
• You learn quickly, pay close attention to detail, and adapt fast to new features and product updates.
• You work responsively, independently, and with good awareness of time.
• You care about the company’s mission and understand the impact this role has on restaurants, partners, and guests.

Core responsibilities

• Handle support for guests and merchant partners by email and phone, both inbound and outbound, using the Zendesk ticketing system and the company phone setup.
• Manage a workload of 70 tickets each day while keeping one-touch resolution at 80% or higher and QA at 95% or higher.
• Keep restaurant owners and guests updated until their issue is fully resolved.
• Route difficult cases to Tier 3 support or management when needed.
• Explain technical concerns to end users and the development team, then follow up in line with internal policies.
• Support users and partners according to documented processes and maintain integrity when working with both internal and external accounts.
• Share recurring issues and possible long-term fixes with the direct manager to help reduce repeat problems.
• Use internal communication channels to flag important updates and information that can improve team performance.

Minimum qualifications

• 1 to 2 years of customer service experience.
• Experience using CRM tools, with Zendesk preferred.
• Strong spoken and written communication skills, including the ability to work effectively with both technical teams and customers.
• Ability to explain abstract ideas clearly in speaking and writing.
• Good interpersonal skills and strong organization.

Preferred background

• 3 to 4 years of customer service experience.
• Prior experience in hospitality is a plus.

Work environment

This is a remote role, so the candidate should be comfortable working independently from home and must have a stable, reliable internet connection. The company provides a monitor, laptop, headset, wireless keyboard, and mouse.

Schedule

Work schedule will be as per the offer letter.

Benefits

• Generous paid time off and company holidays, along with company-paid short-term disability coverage.
• 100% employer-paid health and dental insurance for direct employees on a set plan, with higher-tier coverage available at the employee’s extra cost; dependent coverage is also at the employee’s cost.
• Vision coverage is available at the employee’s additional cost.
• Child care benefits and generous parental leave.

Compensation

The annual salary range for this role is $55,000 to $65,000, depending on experience.

About the company

inKind connects diners with restaurants across the United States and helps guests discover places to eat while earning rewards. Through the app, users receive 20% back each time they dine, and the platform supports both well-known restaurant groups and local favorites. The company is built around hospitality and aims to help great restaurants thrive while encouraging guests to dine out more often.

Equal opportunity and application notice

The employer is committed to equal opportunity and inclusive hiring. Race, color, ancestry, religion, gender, gender identity, national origin, sexual orientation, age, marital status, disability, veteran status, and other protected categories do not affect hiring decisions.

By applying, you acknowledge that the company may share your information with trusted third-party service providers, including fraud detection and application processing partners, to evaluate your application and maintain hiring integrity. Your data will be handled according to the privacy policy, and California residents and others with applicable rights should review the privacy notice for details on personal data rights.