Tech Support Associate

Are you passionate about helping clients when they need it the most?

Do you believe that successful client support is paramount to a successful partnership?

Are you convinced that restaurant owners deserve technology that allows them to take back control from 3rd party platforms?

Three times, yes?!

Sounds like we found a match!

About This Opportunity

As a multi-channel Tier 1 Client Support Associate with Popmenu, you will be part of a growing support team dedicated to helping restaurants thrive.

You will work closely with our customers to answer questions, guide users through support steps, and ensure clients feel confident using the Popmenu platform.

As the first point of contact, you play a key role in building trust and shaping the client experience.

Our Client Support Specialists are curious, resourceful, and great at understanding what clients need even when they aren’t totally sure how to explain it.

Popmenu partners with restaurants to help them stay successful far into the future, and you’ll be one of the friendly humans helping make that happen.

What’s On Your Plate

• Client Support: Serve as the first point of contact for incoming questions. Listen carefully, understand the client’s perspective, and provide clear information in a professional and friendly way.
• Initial Troubleshooting: Gather details, walk clients through basic steps, and resolve common issues related to the Popmenu platform including site behavior, restaurant tools, and account questions.
• Issue Identification: Recognize when something needs a deeper look and route it to the appropriate Tier 2 or escalation resource. Provide thorough notes to keep everyone in the loop.
• Client Empowerment: Help maintain and improve self-service content by surfacing gaps and contributing to knowledge base updates. Make tomorrow’s questions easier than today’s.
• Product Awareness: Flag patterns, recurring questions, or potential improvements to help the team continue raising the bar on quality and performance. Bottom line. You help keep things calm, clear, and moving forward for our clients.

Requirements

• Two years' experience in client support, customer service, or a similar role with a track record of delivering clear guidance and identifying when issues need escalation
• Confidence supporting clients across multiple channels, including chat, phone, email, and SMS, while keeping context and tone consistent.
• Strong verbal and written communication skills with the ability to simplify technical concepts. Advanced English (at least C1 proficiency) required.
• Comfort with basic troubleshooting steps plus an eagerness to learn more about domains, software, and website behavior over time
• Strong time management and organizational habits with the ability to handle multiple support channels at once
• Willingness to work weekends or adjusted hours when needed
• Team oriented mindset and ability to adapt in a fast-paced environment
• Experience with Salesforce, Zendesk, Intercom, or similar help desk tools is a plus