Customer Support Representative (Costa Rica)

About the role

You are the first human connection a restaurant Owner or guest has with Owner, and you set the tone in moments that matter by listening deeply and communicating clearly. You take ownership through resolution, helping customers feel confident that Owner has their back with a hospitality-driven, empathetic tone. Even when customers are stressed, frustrated, or unsure, you bring care and respect so they feel supported and valued. This role is about earning trust, solving the right problem and not just the fastest one, and doing the work with consistent care and follow-through. You partner closely with customers to understand what is really happening, take thoughtful action, and follow through so issues are resolved end-to-end. As a fluent English and Spanish speaker, you adapt your communication style to meet people where they are and bring clarity to stressful situations. You thrive in a performance-driven environment where quality, accountability, and judgment matter deeply while managing a high volume of calls, texts, and emails.

Key facts

What you'll do

Deliver a hospitality-driven, empathetic call and message tone that reflects Owner's standards for care, professionalism, and respect across every interaction.

Provide timely, accurate, and empathetic support across a high volume of inbound phone calls, as well as some chats and emails from restaurant owners and guests.

Listen deeply to understand the core issue, ask clarifying questions, and confirm understanding before taking action.

Take thoughtful action to resolve issues by navigating tools, documentation, and internal processes efficiently.

Follow through on complex situations end-to-end, ensuring owners receive clear updates and durable solutions.

Partner with restaurant owners to explore their needs, balance immediate concerns with long-term outcomes, and make decisions that support their success.

Maintain accuracy and professionalism while managing multiple workstreams, high call volume, and shifting priorities with calm and organization.

Uphold Owner's standards by demonstrating patience, clarity, and respect, especially in emotionally charged or high-pressure conversations.

Collaborate with internal teams to escalate when needed, share feedback, and contribute to improvements that enhance the customer experience.

Be available during required shift times, including weekends, to provide consistent 24/7, 365-day support to restaurant owners and their guests.

Requirements

Fluency in both English (C1/C2) and Spanish is required to communicate clearly and empathetically with restaurant owners and guests.

You must be able to deliver calm, empathetic, and precise support in both languages, adapting your style to meet people where they are.

You are comfortable managing a high volume of calls, chats, and emails multi-tasking effectively while staying organized across multiple workstreams.

You have strong judgment and accountability, making decisions that balance immediate customer needs with durable, long-term solutions.

You are experienced in following complex issues through to resolution, maintaining accuracy, professionalism, and a customer-first mindset at all times.

You can work scheduled shifts between 7:00 AM - 4:00 PM or 11:00 AM - 8:00 PM PST, with open weekend availability required.

You are comfortable using tools and systems to navigate documentation, processes, and support workflows efficiently.

You are a detail-oriented professional who maintains accuracy and composure in a fast-paced, performance-driven environment.

Nice to have

Experience in restaurant operations or supporting local businesses is preferred.

Familiarity with restaurant management tools, point-of-sale systems, or online ordering platforms is helpful.

Background in customer experience or hospitality roles is a strong advantage.

Experience working in a remote or distributed team environment is valued.

Practical notes

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.