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Job description
Hey, you! Wanna become #OneOfUs?
We are on the lookout 🕵🏻 for the next awesome customer-obsessed problem solver to join HKR.TEAM as a Customer Support Specialist, working for a US-based client in the restaurant technology space that serves as a Virtual Concierge AI for hospitality businesses. 🇺🇸
Btw, HKR.TEAM was remote before it was even cool! 😎
Remote is allowed, encouraged, and the norm. Now, and forever. There’s only one catch, and it comes from this guy:
“Whatever you are, be a good one” - Abraham Lincoln.
To apply, please fill out our external form. 🤞🏼
(You will be redirected to it automatically, once you click "Apply").
What you'll be doing?
🔸 Be the go-to hero for customers by responding to questions and issues across email, live chat, and Zoom, resolving as much as possible on the first contact.
🔸 Translate complex product issues into clear, friendly, and simple explanations for non-technical restaurant owners and staff.
🔸 Own your queue like a boss, prioritizing dynamically throughout the day to hit response targets like Time to First Response.
🔸 Team up with Product and Engineering by writing organized, actionable bug reports and feature feedback, and following up until they are fully resolved.
🔸 Play detective by spotting patterns in recurring issues and proactively flagging trends rather than just closing tickets one by one.
🔸 Keep the knowledge flowing by contributing to and maintaining help docs, macros, and internal knowledge base articles to reduce repeat questions.
🔸 Stay cool as a cucumber, effectively de-escalating frustrated or urgent customers when needed.
🔸 Participate in a shared weekend on-call rotation, making sure restaurants are supported during their busiest times outside standard weekday hours.
About you
🎧 You have a strong technical aptitude with the superpower to explain complex issues simply and patiently.
🎧 You've got the creds: proven experience supporting customers across email, live chat, and video platforms like Zoom.
🎧 You genuinely love support work—you are motivated by solving real problems and helping people, not just closing tickets.
🎧 You're super comfortable working with support metrics (Time to First Response, resolution time, CSAT) and using them to guide your daily workflow.
🎧 You have experience partnering seamlessly with Product and Engineering teams, including writing clear bug tickets.
🎧 You are highly organized, capable of managing a dynamic workload, and available to work occasional weekend shifts as part of an on-call rotation.
Perks
💰 Fair market pay
🏠 Remote, full-time job - work as an independent contractor from the comfort of your own home!
🕐 Afternoon US schedule in shifts (with 1 hour of lunch break 🍕)
🥳 Start-up culture, young team, no egos, no BS
About Us
✨ At HKR.TEAM, we're all about the start-up life—innovative and dynamic, not corporate and stuffy. We're on a mission to simplify global HR.
✨ Transparent culture, tech-savvy, and quick decision-making.
✨ Feedback fuels our growth, and we celebrate all wins. Meritocracy is our game; it's what you bring to the table that counts.
✨ Fantastic mix of US clients with more to come.
✨ We value ownership and getting things done. We ask, "How much did you care?" If you're passionate, you're nailing it.
✨ Ideal for creative minds who love contributing ideas and improving processes.
✨ Oh... and we don't waste time in useless meetings.
Location
🧭 Based in Bucharest and Cluj, Romania, we're remote-first. Whether you work from home or pop into the office, we support what works best for you. Embracing change is who we are.