Customer Support Representative – ChowNow

ChowNow is one of the leading players in off-premise restaurant technology. As takeout becomes a vital revenue stream for independent restaurants, our platform helps owners focus on what they do best—serving great food—by offering solutions across the entire digital dining experience. From building branded websites and mobile apps, to powering online orders, managing menus, consolidating delivery, and running targeted marketing, we give restaurants the tools to grow on their own terms.

We support over 20,000 restaurants across North America, helping process $1B+ in gross food sales while saving our partners over $700M in third-party commission fees. Through our white-label ordering solutions, a growing demand network (including Google, Yelp, Apple, and Snap), and a diner-friendly marketplace, we empower independent restaurants to own their customer relationships and avoid inflated pricing and fees charged by 3rd party delivery apps like Uber and Doordash.

Founded in 2012, we’ve navigated rapid growth and transformation—from startup roots through the pandemic boom—and are now beginning an exciting new era under our CEO, Kanika Soni. As we evolve with new leadership and cutting-edge tools, we’re deepening our commitment to helping local restaurants thrive in the digital economy.

As a Customer Support Representative, you are a dedicated advocate for our restaurant partners. This is not a high-volume generalist support role — you’ll be working through a lower case load of more complex, relationship-driven interactions that require ownership, critical thinking, and clear communication. You’ll serve as an escalation point for our support team, handling situations that require a deeper understanding of our platform, our partners’ businesses, and how to find the right resolution.

Success in this role is measured by the quality and resolution of your interactions, not ticket volume. You’ll be expected to handle under 500 cases per month while maintaining high-quality scores.

Reports to a Customer Support Manager; No direct reports.

This is a remote role based in the United States. Please note: ChowNow is not eligible to employ in every state and the recruiting team will confirm location and eligibility before moving past initial stages.

Responsibilities

• Managing escalated restaurant partner issues that require experienced judgment and a solutions-first mindset
• Handling retention conversations with partners who are at risk of canceling, using empathy and product knowledge to find a path forward
• Supporting account-focused needs including add-on services, account information updates, and platform questions
• Communicating with partners across phone, chat, and email

Requirements

• You have experience in customer-facing roles where you’ve handled escalated, sensitive, or relationship-driven situations
• You have strong written and verbal communication skills and can adapt your tone based on the situation
• You’re a calm, empathetic communicator who can hold difficult conversations without losing the relationship
• You’re organized and detail-oriented, capable of managing multiple open cases simultaneously
• You’re comfortable working with technology and can quickly learn new tools; experience with Salesforce or similar CRM platforms is a plus
• You’re available to work shifts between 6:00am–7:00pm PT (scheduling varies by time zone — for example, an East Coast-based rep might work 9:00am–6:00pm or 10:00am–7:00pm ET), including weekends
• You’re available to work holidays (with additional benefits for doing so)

FOR MORE REMOTE JOB OPPORTUNITIES FOLLOW OUR TELEGRAM CHANNEL