Customer Support Representative

About The Role

Hey, you! Wanna become #OneOfUs? We are on the lookout 🕵🏻 for the next awesome customer-obsessed problem solver to join HKR.TEAM as a Customer Support Specialist, working for a US-based client in the restaurant technology space that serves as a Virtual Concierge AI for hospitality businesses. 🇺🇸 Btw, HKR.TEAM was remote before it was even cool! 😎 Remote is allowed, encouraged, and the norm. Now, and forever. There’s only one catch, and it comes from this guy: “Whatever you are, be a good one” - Abraham Lincoln. To apply, please fill out our external form. 🤞🏼 (You will be redirected to it automatically, once you click "Apply").

What You'll Be Doing?

🔸 Be the go-to hero for customers by responding to questions and issues across email, live chat, and Zoom, resolving as much as possible on the first contact.

🔸 Translate complex product issues into clear, friendly, and simple explanations for non-technical restaurant owners and staff.

🔸 Own your queue like a boss, prioritizing dynamically throughout the day to hit response targets like Time to First Response.

🔸 Team up with Product and Engineering by writing organized, actionable bug reports and feature feedback, and following up until they are fully resolved.

🔸 Play detective by spotting patterns in recurring issues and proactively flagging trends rather than just closing tickets one by one.

🔸 Keep the knowledge flowing by contributing to and maintaining help docs, macros, and internal knowledge base articles to reduce repeat questions.

🔸 Stay cool as a cucumber, effectively de-escalating frustrated or urgent customers when needed.

🔸 Participate in a shared weekend on-call rotation, making sure restaurants are supported during their busiest times outside standard weekday hours.

About You

🎧 You have a strong technical aptitude with the superpower to explain complex issues simply and patiently.

🎧 You've got the creds: proven experience supporting customers across email, live chat, and video platforms like Zoom.

🎧 You genuinely love support work—you are motivated by solving real problems and helping people, not just closing tickets.

🎧 You're super comfortable working with support metrics (Time to First Response, resolution time, CSAT) and using them to guide your daily workflow.

🎧 You have experience partnering seamlessly with Product and Engineering teams, including writing clear bug tickets.

🎧 You are highly organized, capable of managing a dynamic workload, and available to work occasional weekend shifts as part of an on-call rotation.

What we offer

💰 Fair market pay

🏠 Remote, full-time job - work as an independent contractor from the comfort of your own home!

🕐 Afternoon US schedule in shifts (with 1 hour of lunch break 🍕)

🥳 Start-up culture, young team, no egos, no BS

Additional information

About Us ✨ At HKR.TEAM, we're all about the start-up life—innovative and dynamic, not corporate and stuffy. We're on a mission to simplify global HR. ✨ Transparent culture, tech-savvy, and quick decision-making. ✨ Feedback fuels our growth, and we celebrate all wins. Meritocracy is our game; it's what you bring to the table that counts. ✨ Fantastic mix of US clients with more to come. ✨ We value ownership and getting things done. We ask, "How much did you care?" If you're passionate, you're nailing it. ✨ Ideal for creative minds who love contributing ideas and improving processes. ✨ Oh... and we don't waste time in useless meetings.

Location 🧭 Based in Bucharest and Cluj, Romania, we're remote-first. Whether you work from home or pop into the office, we support what works best for you. Embracing change is who we are.