Customer Support Representative

About Sous Chef

Sous Chef is the AI platform that helps restaurants grow their delivery sales across DoorDash, Uber Eats, and Grubhub.

Our platform gives independent restaurants and multi-location operators greater visibility and control over their delivery business. Sous Chef continuously monitors operations, identifies issues that may be costing restaurants orders or revenue, and recommends the actions with the greatest impact.

Our product suite also includes OneTablet, which brings orders from every delivery platform into one place and helps restaurants manage tablets, printers, menus, availability, and day-to-day delivery operations.

About the Role

We’re looking for a Customer Support Representative who is calm under pressure, comfortable with technology, and genuinely enjoys helping people.

You’ll support restaurant operators through phone, chat, and support tickets, troubleshooting real-time issues that can directly affect their ability to receive and fulfill orders. You’ll work a fixed shift as part of a collaborative team providing extended coverage across different hours.

This is a hands-on role for someone who communicates clearly, takes ownership of customer issues, and follows through until the customer has a clear resolution or next step.

Key Responsibilities

• Independently manage restaurant support requests across phone, chat, and ticketing channels

• Diagnose and resolve issues involving tablets, printers, connectivity, menus, orders, and delivery-platform integrations

• Prioritize time-sensitive incidents based on customer and operational impact

• Take end-to-end ownership of assigned cases, from initial investigation through resolution

• Make and receive support calls when direct communication is needed

• Determine when an issue can be resolved independently and when escalation is required

• Escalate complex issues with clear documentation, relevant troubleshooting details, and defined next steps

• Proactively keep customers and internal stakeholders informed throughout the resolution process

• Maintain accurate case records, including findings, actions taken, and final outcomes

• Create and improve SOPs, troubleshooting guides, and support playbooks

• Identify recurring issues, process gaps, and operational risks, and recommend practical improvements

• Stay current on product updates, known issues, and changes across supported delivery platforms

What We’re Looking For

• Previous customer support experience, ideally in a phone, chat, or ticket-based environment

• Strong written and spoken English

• Confidence handling live customer calls

• Comfort troubleshooting tablets, printers, and basic connectivity issues

• A calm, clear, and empathetic communication style

• Strong organization, attention to detail, and follow-through

• Reliability and the ability to work a consistent assigned schedule

• Good judgment when prioritizing or escalating urgent issues

• Comfort working in a fast-paced environment with a high level of ownership

Experience in SaaS, restaurant technology, hospitality, or food delivery is a plus. Spanish or Mandarin proficiency is also a plus.

This is a full-time, remote position with a consistent assigned shift.

Why Join Sous Chef?

You’ll solve meaningful, real-time problems for restaurant operators while building valuable experience in SaaS support, restaurant technology, and third-party delivery.

You’ll join a collaborative team where reliability, hospitality, and practical problem-solving are valued, and where your feedback can directly improve our products and the way we support our customers.

To apply, please complete this short application form: https://forms.gle/J5Hb8UQRwJkWiVEU7