客户服务代表
Customer Support Representative
**关于Owner**
Owner是本地商家用来成功的AI原生系统，从餐厅开始。
我们正在打造一个系统，取代商家用来经营业务的多种工具。
它支持餐厅网站、在线订购、客户关系管理、销售点系统等所有功能。
**产品理念**
大多数小型企业软件让商家自己完成工作才能获得他们想要的结果：销售增长和利润增长。Owner会自动为他们完成这些工作。
我们的系统会带来需求，将其转化为销售，并帮助运营者日常管理他们的业务。随着系统的不断改进，业务也会随之提升。
使用Owner应该就像拥有一支优秀的运营团队、工程师和营销人员为你工作。
**我们的愿景**
我们首先帮助独立餐厅在线上取得成功。
但不仅仅是餐厅需要我们的帮助。大多数本地企业都面临着同样的问题。大型科技公司正在夺走他们的客户，侵蚀他们的利润，使他们难以生存。
一旦我们解决了餐厅的问题——我们将把解决方案扩展到其他所有类型的本地企业。
在我们设想的未来，数以百万计的本地企业主将使用我们的技术，在数字时代取得成功。
**我们的进展**
自2020年以来，我们已经实现了数千万美元的收入，并处理了超过十亿美元的在线订单。每5个美国人中就有1人使用过[Owner.com](http://Owner.com)网站。
更重要的是，我们已帮助超过20,000家餐厅业主，为他们节省了近2亿美元的费用。
**我们的团队**
我们的团队目前有几百人。我们汇聚了来自最成功的小企业软件公司的顶尖人才，包括：Shopify、HubSpot、DoorDash、ServiceTitan、Rappi、Faire和Stripe。
2026年，我们将加快扩张速度，以跟上客户增长的步伐。
**我们在哪里工作**
Owner是一家以远程办公为主、总部位于旧金山的全球公司，同时在多伦多设有销售中心。对于部分职位，我们优先考虑在我们办公室地点进行面对面协作。大多数同事分布在世界各地。请查看职位描述，并与你的招聘经理讨论更多关于工作地点的细节！
**为什么我们需要你**
作为客户支持代表，你通常是餐厅业主或顾客第一次与Owner建立联系的人。你在关键时刻设定了基调。通过深入倾听、清晰沟通并积极解决问题，你帮助
查看英文原文
**About Owner**
Owner is the AI-native system local business owners use to succeed, starting with restaurants.
We’re building the system that replaces the many tools owners use to run their business.
It powers everything from the restaurant’s website, online ordering, CRM, POS, and more.
**Product philosophy**
Most small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically.
Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it.
Using Owner should feel like having a team of great operators, engineers, and marketers working for you.
**Our vision**
We’re starting by helping independent restaurants succeed online.
But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.
Once we nail the solution for restaurants – we’ll scale it into every other local business type.
In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.
**Our traction**
Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an [Owner.com](http://Owner.com) website.
More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.
**Our team**
Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.
We’ll be scaling even faster in 2026 to keep pace with our customer growth.
**Where we work**
Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!
**Why we're looking for you**
As a Customer Support Representative, you are often the first human connection a restaurant owner or guest has with Owner. You set the tone in moments that matter. By listening deeply, communicating clearly, and taking ownership through resolution, you help customers feel confident that Owner has their back. You bring a hospitality-driven, empathetic tone to every interaction—especially when customers are stressed, frustrated, or unsure—so they feel respected, supported, and cared for.
This role is about more than answering questions. It’s about earning trust, solving the right problem (not just the fastest one), and doing the work with care. You’ll partner closely with customers to understand what’s really happening, take thoughtful action, and follow through so issues are resolved end-to-end.
We’re looking for someone who is fluent in both English (C1/C2) and Spanish and can deliver calm, empathetic, and precise support in both languages. You know how to meet people where they are, adapt your communication style, and bring clarity to stressful situations.
Owner moves fast and holds a high bar. This is a performance-driven environment where quality, accountability, and judgment matter deeply. You’ll manage a high volume of calls, and some texts and emails multi-tasking effectively, staying organized across multiple workstreams, and maintaining accuracy, professionalism, and a customer-first mindset throughout. You’ll be trusted with complex situations and expected to make decisions that balance immediate customer needs with durable, long-term solutions.
This role is a strong fit for experienced support professionals who enjoy staying close to customers, take pride in doing things the right way, and want to contribute to a team that is reliable, thoughtful, and collaborative.
**This is a full-time role, with shifts that vary between 7:00 AM – 4:00 PM or 11:00 AM – 8:00 PM PST. Our Customer Support team provides 24/7, 365-day support to restaurant owners and their guests, so open weekend availability and flexibility to work both morning and evening shifts are required.**
**The impact you'll have**
- Consistently deliver a hospitality-driven, empathetic call and message tone that reflects Owner’s standards for care, professionalism, and respect, even in high-pressure or emotionally charged situations
- Deliver timely, accurate, and empathetic support across a high volume of inbound phone calls, as well as some chats and emails from restaurant owners and their guests
- Effectively manage multiple concurrent conversations and tasks, maintaining strong organization, prioritization, and follow-through across all workstreams
- Take ownership of complex or high-priority issues, using structured problem-solving, sound judgment, and clear communication to drive resolution
- Consistently meet or exceed a 90%+ customer satisfaction score while maintaining quality and accuracy
- Document customer interactions clearly and thoroughly in Salesforce to ensure continuity, visibility, and accountability
- Collaborate closely with teammates in Slack to provide consistent, high-quality support and a strong team experience
- Share knowledge, feedback, and best practices that raise the bar for the entire support team
- Identify patterns and recurring issues, and surface insights that help improve tools, processes, and documentation for customers and internal teams
**Minimum requirements**
- 3-5+ years of customer support or customer service experience, ideally in a B2B SaaS, technology, e-commerce, internet, or software-driven environment
- Proven success in a high-volume, fast-paced support role with clear performance expectations
- Fluency in Spanish and English (C1/C2), with strong written and verbal communication skills in both languages
- Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment
- Demonstrated ability to support teammates through mentoring, training, or serving as a subject-matter expert
- Experience working in a CRM environment (Salesforce preferred), and familiarity with telephony systems such as Intercom, TalkDesk, or similar tools
- Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure
- Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations
- A reliable home workspace with stable, high-speed internet and minimal background noise
**Bonus if you have**
- Background in hospitality, restaurants, retail, or other high-volume, customer-facing service environments
- Experience supporting restaurant owners, small business owners, or hospitality-focused businesses
- Familiarity with support metrics such as CSAT, QA, FCR, and SLAs
- Experience working on a remote or distributed team and collaborating across time zones
**Compensation and benefits**
- Estimated annual salary: local equivalent of $20,000 USD ($1,666 USD/month)
- Comprehensive health coverage
- Remote work flexibility
- Work-from-home stipend
- Unlimited paid time off (PTO)
- Extra perks and fun benefits
- Paid training period (4-6 weeks)
- Company-provided laptop
**Interview Process**
- **Recruiter Screen** — 30-minute video call to align on your background, what you're looking for, and answer any early questions.
- **Hiring Manager Screen** — 30-minute video interview to go deeper on your experience and how you work.
- **Full Interview Round** — 45-minute mock role play video interview with team leaders to see how you handle real customer interactions. The team lead will play the role of the customer while you act as one of our Customer Support Agents.
- **Final Round** — 30-minute video conversation with a senior leadership member.
**Notice - Employment Scams**
Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address.
We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by a scammer, please mark the communication as "phishing" or “spam” and do not respond.