Customer Support Specialist - Cuboh

Do you have a passion for building meaningful relationships with your clients? Do you aspire to be a part of a team that leaves it all on the field in the name of customer service? If so, this may be your next opportunity! We’re looking for a highly motivated Customer Support Specialist who is relentless in helping customers as quickly and efficiently as possible. 

ABOUT US:

At Cuboh, we’re passionate about helping restaurants streamline their operations while keeping their customers happy. We’re revolutionizing the restaurant industry with our cutting-edge platform that integrates multiple delivery apps and online ordering systems, allowing restaurants to manage all of their orders in one place. Our goal is to make the online ordering process simple and stress-free for restaurant owners. We're here to help restaurants focus on what they do best: creating delicious food, while we take care of the rest!

Since 2018, we’ve been pursuing our shared vision of making a positive impact on the restaurant industry. Our team is built on honesty and seeing beauty in the struggle— we believe that great things take time. We’re made up of dedicated individuals from various backgrounds, all united by a common goal: to help restaurants succeed. We take pride in our work, and our focus on innovation has resulted in our graduation from the 2019 Y Combinator batch, being awarded VIATEC’s Victoria Start-up of the Year in 2019, and thousands of happy customers across North America.

In 2024, everything changed and Cuboh has now become a part of the ChowNow family.

ChowNow’s vision is to become the leading North American platform connecting diners and independent restaurants for at-home dining. The ChowNow Platform continues to grow its product offerings and bring restaurants and diners closer together. Our marketplace provides commission-free ordering for restaurants nationwide and diners with an ever-growing selection of independent restaurants. Our demand network provides diners with the ability to order where they’re already online, including Google, Yelp, Instagram, Snap, and many others. And our white-labeled online ordering system provides restaurants with a branded experience for diners on their website and their own iOS and Android apps for a reasonable monthly fee regardless of order volume. To date, we’ve created over 20,000 apps for our restaurant partners – something that’s never been done before in our category. We operate this way because of our belief in being fair, sustainable, and equitable with our restaurant partners and the same goes for our culture.

Diversity, teamwork, and mutual respect are among our core company values. We pride ourselves on giving our teams plenty of opportunities to make their mark.

About the Position:

Customer Support plays an indispensable role in our success as a company as an essential customer-facing team. As a Customer Support Specialist, you are the voice of ChowNow & Cuboh, helping our restaurants have a positive experience via the phone, chat, text, and email. You must be calm, caring, and compassionate with a strong sense of empathy. This role requires organization and balance with difficult situations and a sense of urgency. 

This is a remote position based in Victoria, BC where Cuboh’s HQ is located.

WHAT WE LOVE ABOUT YOU:

You put restaurants first. You deeply understand the importance of local restaurants and put them at the center of everything you do. You aim to help them not only survive but thrive.

You celebrate diversity. You recognize that diversity and inclusivity matter. You’re committed to progress, which means everyone gets the support and resources they need, no matter who they are. You have an ability to listen to other team members' ideas and can thrive in an environment that embraces individuality. Everyone’s voice counts.

You raise your hand. You consistently go above and beyond what is asked of you. You help your peers accomplish their tasks while also excelling at accomplishing your own. When you have a smart idea, you raise your hand and share it.

You keep reaching. You set clear ambitious goals. You don’t allow yourself to become complacent with where you’re at and what you’ve done, so you seek out new opportunities and challenges.

WHAT SUCCESS LOOKS LIKE: 

Within 30 days, you'll:

• Complete the ChowNow & Cuboh Onboarding. Learn about Cuboh and about the restaurant industry, gaining an understanding of our product and our customers. 
• Complete all scheduled pieces of training to learn how to use all internal tools and how each of the features of the product work, including basic features as well as all add-on features.
• Ask questions and get started on hands-on experience.

Within 60 days, you'll:

• Consistently handle customer inquiries within set SLAs 
• Prioritize and escalate issues in way that focuses on the most critical customer needs

Within 90 days, you'll:

• Gain a solid understanding of Cuboh platform and services
• Bring process improvement ideas and documentation skills to the table

YOU SHOULD APPLY IF:

• You have experience with ticket-based systems (Helpscout, Salesforce, Zendesk, etc.) 
• You’re available to begin a shift as early as 7:00am and end as late as 11:00pm, including weekends. In order to mirror our Restaurant Partners' busiest times, a majority of scheduled shifts occur in the afternoon and evening.
• You’re available to work some holidays (with additional benefits for doing so).
• You have a solid foundation in customer service including written and verbal communication with customers. Past experience in technical customer service (email, phone, chat or live) is definitely a plus.
• You are smart, independent, self-motivated, empathetic, passionate about supporting our customers, and a team player even in stressful situations. 
• You’re incredibly organized, detail-oriented, and are capable of handling multiple responsibilities at the same time, specifically a high-volume of inbound phone calls.
• You have a mindset for using technology and can quickly learn how to use new tools.

ABOUT OUR BENEFITS:

• Expected pay range: $23.08/hr CAD
• Ongoing training and growth opportunities.
• Mental Health Coverage - we offer several programs to support your mental health and wellness goals.
• Unlimited paid vacation 
• Flexible work space (remote, hybrid, or travel-friendly)
• Fun and inclusive culture, summer and holiday get-togethers and lots of committees you can get involved in
• Comprehensive benefits plan (health, dental and short-term counseling)
• Dog-friendly downtown office in Victoria, BC (accessible by transit and close to a diverse range of restaurants) 
• In-office perks - building gym, regular team building activities, unlimited coffee, tea and hot chocolate, town hall snacks
• Employer-contributing student loan assistance program or continuing education reimbursement program 
• Employee Stock Incentive Plan.
• Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly.
• Enough freedom to spread your wings while still holding you accountable.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties and skills required.

As one of ChowNow’s core values, “Celebrates Diversity”, we are committed to an inclusive and diverse work environment. ChowNow is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. We are committed to developing a barrier-free recruitment process and work environment, if you require any accommodation, please let us know at your earliest convenience and we’ll work with you to meet your accessibility needs.

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