Customer Support Specialist - PST Hours

We’re seeking a talented Customer Support Specialist to join our team and help our clients succeed and become passionate about our platform. The Customer Support Specialist role is ideal for someone with customer support experience, great communication skills, hospitality or accounting firm experience, firsthand knowledge of the restaurant industry, and a solid understanding of complex point of sale systems. The ideal candidate is detail-oriented, adaptably problem-solves, multi-tasks efficiently, enjoys client interaction, and is genuinely eager to learn.

This role follows a 9:00 AM–5:00 PM PST schedule; therefore, West Coast applicants are strongly encouraged to apply. Upon completion of training, the position will include one weekend day as part of the regular schedule.

MarginEdge: Where hospitality meets technology

As a team built by former (and current!) restaurant operators, our mission is to bring operators the same energy, attention to detail, and passion that they bring to their guests. Our culture is deeply rooted in service, partially because that’s where so many of our team come from (including everyone on our Business Development team), but also because we believe it is just the right way to run a business. We design our software with profound empathy for the complexity of running a restaurant, and the goal of making the magic just a little easier for operators by taking the complex (read: very annoying) back office tasks off their plate, while empowering them with real-time data.

Our founders share a deep history in both owning and operating restaurants and in building successful tech companies. We are venture-backed and serve 10,000+ restaurants across the US and Canada.

We enable restaurants to make magic while knowing we are doing the same for them.

We have the utmost respect for our clients and because of this, we are unable to hire their current employees.

What type of responsibilities will I have?

• Provide excellent phone, Google Meet, and email support.
• Troubleshoot client issues, including technical problems related to POS systems and integrations.
• Help customers understand how POS integrations function and how they connect with the MarginEdge platform.
• Support restaurant clients during the 9:00 AM–5:00 PM PST window, including West Coast coverage and and one weekend day (Saturday) as part of the regular schedule after training.
• Follow up with customers regarding the status of questions or requests with longer resolution times.
• Develop a strong understanding of our software platform and customer tools.
• Continuously explore and learn new features and updates to the platform.
• Communicate effectively and collaborate with internal teams to resolve customer issues.
• Participate in team meetings and contribute to the improvement of support processes.

What qualifications or skills are required?

• Customer Service: Passion for providing great customer service and troubleshooting client issues.

• Technical Knowledge: Proficiency in customer support tools and complex point of sale systems and integrations.

• Industry Knowledge: Firsthand knowledge of the restaurant industry and familiarity with its operational challenges.

• Organizational Knowledge: Ability to navigate internal workflows, policies, and procedures to provide effective support.

Nice to Haves:

• Product Knowledge: Understanding of MarginEdge’s software platform and its applications in restaurant management.

• Communication: Professional verbal and written communication skills for effective interaction with clients and team members.

• Technical Proficiency: Solid Google sheets/ Excel skills, including experience reviewing financial reports.

• Problem-Solving: Curiosity to explore new products and technologies and to develop creative solutions to customer challenges.

• Experience in hospitality management or account management at an accounting firm working with small businesses.

What’s it like to work for MarginEdge?

Imagine the fun of a great restaurant - surrounded by a team of people (including some that you help to manage!) who care about hospitality, care about quality, and care about each other - then subtract the long nights, weekends, drunk customers at the bar...et voila, MarginEdge!

We work hard, we work fast and we fuel our work with a commitment of transparency from leadership, straight talk and trust between teams. We believe that the best people do their best work when they feel empowered - so whether you are remote or in our office (likely eating a catered lunch from our clients in our baller, brand new penthouse HQ in Ballston) you get to work with your manager to call your shot on what works best for you. Did we mention it has a full commercial kitchen and is walking distance (covered walking, that is) from the metro?

Benefits (Shut the Front Door, They are Amazing)
In order to fuel this rocket ship, we need to build a team as passionate about our work and product as we are. We believe that top talent (that’s you!) should feel deeply connected to their work, appreciated for the time they give to building our organization and have the balance necessary to give their best during work hours and all those after-hours too. We do this by offering a suite of kick ass benefits not only to be competitive and catch the eye of super smart people (that’s you again!) but also provide the foundation for a career you love and a life outside of work you love just as much.

• Unlimited Paid Time Off (and we mean it, we encourage your healthy work life balance!)

• Medical, Dental, Vision, and Short/Long-Term Disability Insurance (preventative care for the win)

• Health Savings Account with employer match (dependent upon your medical plan selection)

• Commuter benefits with employer contribution (excluding limos and helos - for now)

• Generous Life Insurance Plan

• Short- and Long-term Disability

• Company-Paid Holidays

• 401(k) and matching

• Stock Options to buy into everything we are doing to support this industry

• 12-week fully Paid Parental Leave

• Lunch catered twice a week at our HQ in Arlington (we exclusively cater from our clients, too!

• A wellness program that sponsors healthy activities such as step challenges and provides discounts to gyms and fitness classes.

Check out our 100% “Recommend to a Friend” rating from anonymous employee reviews on Glassdoor.

Oh, and our recognition in the Washington Post as a top small businesses to work for in 2021, 2022, 2023 and 2024!

And most important, what our customers think about our work on Capterra and G2 Crowd.

Our Fine Print is Bold: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran, marital, disability status or any other characteristic protected by law. You be you. While we are proudest of our commitment to exceptional culture and creating a truly excellent work environment, we see our benefits as an extension of that belief. Our benefits package is designed to be exceptionally competitive and a reflection of our commitment to a best-in-class workplace for all.