Customer Support Representative for Food Platform

About the role

Hotplate is looking for a Customer Support Representative to join its growing support team. You will be the primary point of contact for chefs and bakers using the platform, helping them resolve issues quickly and ensuring a smooth experience as the company scales from 5,000 to 50,000 users.

Key responsibilities

• Handle inbound tickets via phone, SMS, and email, processing roughly 500 tickets per week.
• Develop and maintain support macros, documentation, and knowledge‑base articles.
• Leverage AI tools to accelerate ticket resolution and improve workflow efficiency.
• Identify recurring product issues and collaborate with product teams to suggest improvements.
• Maintain a high level of customer satisfaction through clear communication and timely problem solving.

Required profile

• At least six months of customer support experience in a tech or early‑stage startup environment.
• Strong customer obsession and a passion for helping small business owners succeed.
• Ability to stay calm under pressure, prioritize tasks effectively, and take ownership of issues.
• Excellent written and verbal communication skills across email, SMS, and phone.

Required skills

• Experience with support platforms such as Intercom, Zendesk, or Front.
• Comfort with technical troubleshooting and explaining product behavior.
• Proficiency in using AI‑assisted tools for drafting, summarizing, or research.

What we offer

• Full‑time, permanent position with a Sunday‑to‑Thursday schedule.
• Opportunity to shape the support function of a fast‑growing food‑tech startup.
• Inclusive, equal‑opportunity workplace that values diversity.