Do you love building meaningful relationships with clients? Do you thrive in a fast-paced environment where your problem‑solving skills truly matter? If so, this could be your next role. We’re seeking a highly motivated Customer Support Representative who is committed to helping our restaurant partners succeed.

About Us:
ChowNow is a leader in off‑premise restaurant technology. As takeout becomes increasingly essential for independent restaurants, our platform empowers owners to focus on what they do best—serving great food—while we support every part of the digital dining experience. We help restaurants build branded websites and mobile apps, manage online ordering and menus, streamline delivery, and run targeted marketing campaigns, giving them the tools to grow on their own terms.

We support over 20,000 restaurants across North America, processing more than $1B in gross food sales and saving partners over $700M in third‑party commission fees. Through our white‑label ordering solutions, expanding demand network (including Google, Yelp, Apple, and Snap), and consumer‑friendly marketplace, we help independent restaurants maintain customer relationships and avoid the high fees of third‑party delivery apps like Uber and DoorDash.

Founded in 2012, we’ve grown rapidly—from our startup beginnings through the pandemic surge—and are now entering an exciting new chapter under CEO Kanika Soni. With new leadership and advanced tools, we’re doubling down on helping local restaurants succeed in the digital world.

About the Position:
As a Customer Support Representative, you’ll serve as a dedicated advocate for our restaurant partners. This is not a high‑volume support role—you’ll manage a smaller, more complex caseload that requires ownership, problem‑solving, and strong communication. You’ll act as an escalation point for our support team, addressing issues that require a deeper understanding of our platform and our partners’ businesses.

Your success will be measured by the quality and resolution of your interactions, not by the number of tickets you complete. You’ll handle fewer than 500 cases per month while maintaining high‑quality scores.

This role reports to a Customer Support Manager and has no direct reports.
This is a remote position within the United States. Note: We cannot employ in every state; eligibility will be confirmed during the hiring process.

What We Love About You:
You prioritize restaurants, understanding their importance and working to help them succeed.
You value diversity and inclusivity, listen to others, and thrive in an environment that celebrates individuality.
You take initiative, support your teammates, and share your ideas.
You set ambitious goals and continually seek growth and new challenges.

Responsibilities Include:
• Managing escalated issues with sound judgment and a solutions‑focused approach
• Handling retention conversations with at‑risk partners using empathy and product expertise
• Supporting account needs such as add‑on services and account updates
• Communicating with partners via phone, chat, and email

In 30 days, you will:
• Complete our Ramp Camp onboarding program
• Finish training on platform features, tools, and escalation processes
• Begin handling cases with guidance, learning to prioritize and resolve complex situations

In 60 days, you will:
• Independently manage escalated cases within SLAs
• Demonstrate strong product knowledge
• Begin handling account‑related cases with limited guidance

In 90 days, you will:
• Manage retention conversations with at‑risk partners
• Confidently support account needs including add‑ons and updates
• Proactively suggest improvements to support processes

You Should Apply If:
• You have experience handling escalated or relationship‑focused customer interactions
• You communicate clearly in writing and speech, adjusting your tone as needed
• You remain calm and empathetic during difficult conversations
• You’re organized and able to manage multiple cases at once
• You’re comfortable with technology and able to learn new tools quickly; Salesforce experience is a plus
• You can work shifts between 6:00am–7:00pm PT (hours vary by time zone) and are available on weekends
• You can work holidays (with added benefits)

About Our Benefits:
• Expected hourly rate: $18–$21.55 (varies by location)
• Ongoing training and growth opportunities
• Award‑winning workplace culture
• Comprehensive medical, dental, and vision coverage
• Mental health support programs
• Unlimited paid vacation
• 7 weeks of baby‑bonding leave for all new parents and 8 weeks of paid pregnancy leave
• 401(k) matching
• Student loan assistance or continuing education reimbursement
• Employee stock incentive plan
• Pet insurance
• Transparent and fair leadership
• Freedom to grow while being supported and held accountable

These statements outline the general nature of the role and are not an exhaustive list of responsibilities or requirements.

ChowNow is committed to diversity and inclusion. We are an equal opportunity employer and do not discriminate based on any legally protected characteristic. We provide an accessible recruitment process and will work with you on any required accommodations.

Information About Recruiting Scams:
ChowNow does not contact candidates via text, conduct hiring after a single interview, or request sensitive information during the interview process. Offers come only from an official ChowNow Talent Acquisition team member using an @get.chownow.com email address. We never ask for payments or funds for onboarding, equipment, or supplies. Any communication from a non‑ChowNow domain should be considered spam.

Read about your California privacy rights at the provided link.

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