Customer Support Specialist
About the role
About Hostie
Hostie is your restaurant’s Virtual Concierge, making sure every call, text, or question gets answered in your voice. Behind the scenes, we handle guest communication, reservations, events, and takeout automatically, all in one place. Hostie takes care of the noise so your staff can focus on the service.
Restaurants across North America use Hostie to ensure no guest goes unanswered while giving their teams more time to focus on hospitality.
Hostie integrates with platforms like OpenTable, Toast, and SevenRooms and is backed by Gradient Ventures (Google’s AI fund), Obvious Ventures (founded by Ev Williams), and leading hospitality investors.
Who We Are
Hostie is your restaurant’s Virtual Concierge, making sure every call, text, or question gets answered in your voice. Behind the scenes, we handle guest communication, reservations, events, and takeout automatically, all in one place. Hostie takes care of the noise so your staff can focus on the service.
Restaurants across North America use Hostie to ensure no guest goes unanswered while giving their teams more time to focus on hospitality.
Hostie integrates with platforms like OpenTable, Toast, and SevenRooms and is backed by Gradient Ventures (Google’s AI fund), Obvious Ventures (founded by Ev Williams), and leading hospitality investors.
What You’ll Do:
- Responding to customer questions and issues across email, live chat, and Zoom, resolving as much as possible on first contact
- Breaking down technical or complex product issues into clear, friendly explanations for non-technical restaurant staff and owners
- Owning your queue and prioritizing dynamically throughout the day to hit response and resolution targets, including Time to First Response
- Writing organized, detailed bug reports and feature feedback for Product and Engineering, and following up until issues are resolved
- Spotting patterns in recurring issues and proactively flagging trends rather than just closing tickets one by one
- Contributing to and maintaining help docs, macros, and internal knowledge base articles to reduce repeat questions
- Staying calm and effective with frustrated or urgent customers, de-escalating where needed
- Participating in a weekend on-call rotation, since restaurants generate a meaningful share of support volume outside standard weekday hours
What We’re Looking For:
- Technical aptitude with the ability to explain complex issues simply and patiently
- Experience supporting customers across email, live chat, and video (Zoom or similar)
- Genuinely enjoys support work — motivated by solving problems and helping people, not just closing tickets
- Comfortable working with support metrics (Time to First Response, resolution time, CSAT) and using them to guide your day
- Experience partnering with Product and Engineering, including writing clear, actionable bug tickets
- Highly organized, able to manage a dynamic workload, and available to work occasional weekend shifts as part of a shared on-call rotation
Why Join Us:
- A fast-growing market and a chance to make a real impact: The restaurant technology space is expanding quickly, driven by rising demand for digital operations, reservations, and guest experience tools - and restaurants are under more pressure than ever to modernize. You'll join a lean, high-growth team where your work directly shapes how restaurants run better and where individual contributions have outsized impact on the business and the success of the customers we support.
- Collaborative environment: You'll receive support and guidance from experienced colleagues and managers, helping you learn, grow, and achieve your personal/professional goals.
What Else You Need to Know:
- The yearly total cash compensation for this role is $70-$77k. Actual compensation will be determined on an individual basis and may vary depending on location, experience, skills, and qualifications. Base salary is just one part of your total rewards package - full-time positions are also eligible for equity awards and benefits.
- Hostie is a remote-first company. Our HQ is in San Francisco, CA but our team is fully distributed with no onsite requirements.
