ABOUT THE ROLE

Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with a second office in Denver. Recently, Upserve Denver was recognized by the Denver Business Journal as one of the best places to work in Denver in 2019. We believe that culture is a competitive advantage, and treat it as such - our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

Our Customer Support team understands that our Customers are the magic ingredient. They make it easier for restaurant owners to run their businesses by problem-solving and efficiently resolving customer issues. This is a fast-paced, collaborative environment all working towards common goals.

A TYPICAL DAY MAY INCLUDE:

• ​Provide white glove technical support and high level of issue ownership to an assigned client base via phone, chat and/or email.
• ​Partner with the Implementation and Customer Success teams to ensure frictionless handoffs between departments.
• ​Work cross-departmentally to quickly resolve client issues.  
• ​Place outbound calls to monitor Support initiatives within client base.
• ​Handle Support escalations for client base.
• ​Serve as POC and liaison on Support issues for high-touch Executive Team escalations.

Above all else, Upserve employees are united in our shared optimism, passion, and enthusiasm for customers we support through our innovative product. In our daily work, we exemplify the values of grit, openness, empathy, impact, and curiosity.

QUALIFICATIONS

• Experience documenting and escalating product issues and bugs using common development tools.
• ​Non-sales Account Management experience preferred.
• ​Software and/or SaaS experience preferred.
• ​Exceptional communication skills; ability to relay technical information to non-technical audiences.
• ​Exceptional Customer Service skills; ability to de-escalate upset customers.

WHAT UPSERVE HAS TO OFFER YOU

We put family first. At Upserve that means making the choices that are right for you and taking the paid time off you need when you need it. We know it’s impractical to assume that work never bleeds over into our personal lives, and vice versa. Instead of fighting to keep the two separate, we make sure that our perspective on family reflects the values of our employees.

We’ll invest in your career. Upserve is growing quickly, and we’ll give you the opportunity to do the same. Through our internal learning and development resources and our partnership with Vista Equity Partners, you’ll have access to a number of professional development opportunities so that you can keep up with the company’s evolving needs.

We care about your well-being. We pay 100% of your medical and dental insurance coverage, offer tax savings plans for retirement and dependent care, subsidize your transportation costs, offer a generous and inclusive parental leave, and provide catered lunches. 

We’re creating an inclusive environment where everyone can thrive. Our customers are a diverse group, so we’re building a team that is too. Through our various D&I recruitment partnerships, intramural sports, quarterly engagement and feedback surveys, and more. We’re building an organization that provides our employees with the emotional and physical space to bring their best selves to work.