Support Specialist

inKind

Support Specialist providing customer service and resolving issues via Zendesk for inKind's restaurant partners and guests. Troubleshooting customer problems effectively and maintaining communication for successful resolutions.

Posted 7/8/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $55,000 - $65,000 per yearWebsite

About the role

Key responsibilities & impact

Provide email and phone support (inbound/outbound) to guests and merchant partners via our phone system on the Zendesk ticketing platform
Complete 70 tickets/day with a one-touch ticket percentage of 80% or higher and a QA score of 95% or higher
Maintain close and open communications with restaurant owners and guests until an issue has been resolved
Escalate complex issues to Tier 3 and Management appropriately
Communicate technical issues to our end users and development team and follow up with the team and end users according to our policies
Conduct user and partner support in line with documented procedures and act with integrity when assisting internal and external accounts
Provide your direct manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems
Use communication channels to inform the team of important issues and information which will help improve team performance

Requirements

What you’ll need

1-2 years Customer Service experience
Experience working with CRM software (Zendesk is preferred)
Good oral & written communication skills and the ability to communicate efficiently with the development team as well as our end users and merchant partners
Must be able to explain abstract concepts verbally and in writing
Excellent interpersonal and organizational skills.

Benefits

Comp & perks

Generous PTO and company holiday policy + company-paid Short Term Disability
100% employer-covered health and dental insurance for our direct employees (a set plan is covered, with higher tier healthcare coverage available at the employee’s additional cost; dependent coverage is at the employee’s cost);
vision plan available at the employee’s additional cost
Child Care Benefits and generous parental leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Ticket ManagementCRM SoftwareProblem ResolutionTechnical CommunicationQuality Assurance

Soft Skills

Organizational SkillsIntegrityTeam Communication