Customer Care Specialist In Office

About Owner Owner is the AI-native system local business owners use to succeed, starting with restaurants. It powers everything from the restaurant's website, online ordering, CRM, POS, and more. Product philosophy Most small business software makes owners do the work to get what they want: sales growth and profit growth. We're starting by helping independent restaurants succeed online. But it's not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive. Once we nail the solution for restaurants – we'll scale it into every other local business type. In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age. Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. More importantly, we've helped over 20,000 restaurant owners, and saved them nearly $200 million in fees. We've got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe. Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. As a Customer Support Representative, you are often the first human connection a restaurant owner or guest has with Owner. You bring a hospitality-driven, empathetic tone to every interaction—especially when customers are stressed, frustrated, or unsure—so they feel respected, supported, and cared for. We're looking for someone who is fluent in both Spanish and English (C1/C2) and can deliver calm, empathetic, and precise support in both languages. This is a performance-driven environment where quality, accountability, and judgment matter deeply. You'll be trusted with complex situations and expected to make decisions that balance immediate customer needs with durable, long-term solutions. This role is a strong fit for experienced support professionals who enjoy staying close to customers, take pride in doing things the right way, and want to contribute to a team that is reliable, thoughtful, and collaborative. 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. Deliver timely, accurate, and empathetic support across a high volume of inbound phone calls, as well as some chats and emails from restaurant owners and their guests Consistently meet or exceed a 90%+ customer satisfaction score while maintaining quality and accuracy Document customer interactions clearly and thoroughly in Salesforce to ensure continuity, visibility, and accountability Collaborate closely with teammates in Slack to provide consistent, high-quality support and a strong team experience Share knowledge, feedback, and best practices that raise the bar for the entire support team 3-5+ years of customer support or customer service experience, ideally in a B2B SaaS, technology, e-commerce, internet, or software-driven environment Proven success in a high-volume, fast-paced support role with clear performance expectations Fluency in Spanish and English (C1/C2), with strong written and verbal communication skills in both languages Demonstrated ability to support teammates through mentoring, training, or serving as a subject-matter expert Experience working in a CRM environment (Salesforce preferred), and familiarity with telephony systems such as Intercom, TalkDesk, or similar tools A reliable home workspace with stable, high-speed internet and minimal background noise Background in hospitality, restaurants, retail, or other high-volume, customer-facing service environments Experience supporting restaurant owners, small business owners, or hospitality-focused businesses Familiarity with support metrics such as CSAT, QA, FCR, and SLAs Experience working on a remote or distributed team and collaborating across time zones The estimated yearly compensation for this role is the local equivalent to $20,000 USD ($1666 USD/month) Other benefits include comprehensive health coverage, remote work, WFH Stipend, unlimited PTO
- plus extra fun perks 30-minute video call to align on your background, what you're looking for, and answer any early questions. 30-minute video interview to go deeper on your experience and how you work. 45-minute mock role play video interview with team leaders to see how you handle real customer interactions. The team lead will play the role of the customer while you act as one of our Customer Support Agents. 30-minute video conversation with a sen