Customer Support & Onboarding Lead

Location: [Hybrid Remote / Office]
Job Type: Full-Time

About Hellometer

Hellometer is revolutionizing the restaurant industry with computer vision-AI that optimizes efficiency and improves customer experience. Our cutting-edge technology provides real-time insights to help restaurants reduce wait times and improve operations. We're growing fast and looking for passionate individuals to join our team!

Job Description

As a Customer Support & Onboarding lead, you will be the lead singer responsible for making happy customers. You will manage the customer support ticket queue, proactively identifying and resolving customer issues using internal monitoring tools, and overseeing the installation and setup of new locations. You’ll play a critical role in ensuring customers have a smooth experience with our platform from onboarding through ongoing support.

Responsibilities

Customer Support & Proactive Issue Resolution

• Manage and prioritize the customer support ticket queue, ensuring timely responses and resolutions.
• Use internal monitoring tools to proactively identify potential customer issues before they arise.
• Troubleshoot and resolve technical issues, escalating complex cases to engineering as needed.
• Provide clear, step-by-step guidance to customers via email, chat, and phone support.
• Maintain accurate documentation of support cases and contribute to a growing knowledge base.

New Location Installation & Onboarding

• Coordinate with customers and internal teams to schedule and complete new location installations.
• Guide restaurant operators through the setup process, ensuring their locations are properly configured on the Hellometer platform.
• Provide training and best practices to new customers, ensuring they maximize the value of our analytics tools.
• Proactively check in with newly onboarded locations to ensure a successful transition and address any early-stage concerns.

Qualifications

• 1-3 years of experience in customer support, technical support, onboarding, or a related role.
• Strong problem-solving skills and ability to troubleshoot technical issues.
• Experience managing customer support ticket queues with tools like Zendesk.
• Ability to analyze data and use internal monitoring tools to proactively address customer needs.
• Excellent communication skills and ability to explain technical concepts in an easy-to-understand way.
• Detail-oriented and highly organized, with the ability to manage multiple tasks at once.
• Familiarity with restaurant operations or SaaS-based analytics tools is a plus.

Benefits

• Competitive salary
• Work with cutting-edge AI technology in a fast-growing company.
• Flexible work arrangements, including remote options.
• Growth opportunities within a collaborative and dynamic team.

If you love problem-solving, customer interactions, and working with innovative technology, we’d love to hear from you! Apply today!

1. Initial Screening (30 min)

2. Technical & Customer Support Assessment (45-60 min)

• A live or take-home exercise to evaluate problem-solving skills, troubleshooting ability, and experience managing support ticket queues.
• May include a mock customer scenario where you diagnose an issue using Hellometer’s internal tools.

3. Team Interview (60 min)

• A deeper dive into your experience with customer onboarding, proactive support, and ticket management.
• Behavioral questions around handling challenging customer interactions, cross-functional collaboration, and process improvements.
• Discussion with key stakeholders, such as customer success, engineering, or product teams.

4. Final Interview (45 min - 1 hour)

• A conversation with leadership or the hiring manager to discuss long-term goals, team dynamics, and company vision.
• Opportunity for the candidate to ask questions and learn more about the role’s impact.

5. Offer & Onboarding

• If selected, candidates will receive a formal offer and details on Hellometer’s onboarding process.