Customer Support Representative

Overview

7shifts is a scheduling and payroll platform designed to help restaurant teams thrive. With an easy-to-use app and industry-specific solutions, 7shifts saves time, reduces errors, and helps keep costs in check for over 55,000 restaurants. Our mission is to simplify team management and improve performance for restaurants, with a long-term vision of creating a thriving restaurant industry through the power of connected & engaged teams.

Role

As the Customer Support Representative at 7shifts, you will play a key role in the satisfaction and retention of our customers by empowering them to use 7shifts to its full value, and growing their business by providing personalized and trusted support. As the first point of contact for customers via chat, email, and phone, you will serve as a key contributor to the success of 7shifts as we continue to foster our vision of being the leading team management platform for restaurants.

We’re not actively hiring for this role right now, but we hire for it often. If you’re interested, we encourage you to apply so we can keep you in mind for future openings. We’re building an inclusive work environment that is representative of the diverse industry we have the pleasure of serving, and encourage candidates from all backgrounds to apply.

We are currently offering two different shifts during the week, Sunday to Thursday and Tuesday to Saturday. Please note that the working schedule is subject to change depending on business needs. If a change is needed, there will be adequate notice and communication.

What you’ll do

• Act as the first point of contact with 7shifts customers via chat, email, and phone channels to effectively troubleshoot and problem-solve concerns
• Educate customers on basic product training, including developing training materials and videos that help new customers use 7shifts to its fullest potential
• Identify new ways customers can benefit from the product, understanding their business challenges and finding creative solutions to their problems
• Proactively track requests and commonly occurring issues, identifying and reporting software bugs to the appropriate teams
• Collaborate closely with the Support team by actively participating in team meetings and discussions

What you bring

• Previous experience in a technical customer support role (or similar) for at least 1-2 years
• Strong written and verbal communication skills - you will be the first point of contact for customers, and being able to communicate clearly and effectively address customer questions and concerns is key
• Experience working or interacting with various web and mobile apps, with the ability to effectively troubleshoot customer issues
• Resilience and resourcefulness to use the tools at your disposal and find the best approach to solving problems, leveraging strong attention to detail
• The ability to learn quickly to stay up to date on new features and product releases, and to adapt to current offerings to effectively assist customers
• Curious to learn new things and take on new challenges, taking ownership of contact with customers and ensuring all necessary steps, investigation, troubleshooting, education, and communication are completed with both the customers and the applicable internal teams
• The ability to put yourself in the customers’ shoes to fully understand their point of view and address their needs

It’d be even cooler if you had

• Experience working in the Support function of a SaaS company
• Experience supporting a US Payroll software
• Experience working in the restaurant industry
• Fluency in Spanish or French

Our commitment to our Shifties

• Opportunity: Our product is evolving in exciting ways, and we’re focused on delivering even more value to restaurants. This momentum creates real opportunities to learn and grow. Whether you’re honing your craft or exploring new paths, you’ll be supported and empowered to own your growth and impact a product shaping the future of the restaurant industry.
• Challenge: We’re tackling real problems in a fast-moving, complex industry. The work is scrappy and ambiguous, but meaningful. You’ll think critically, act with intention, and shape solutions that make a real difference for restaurant teams.
• Culture: We’re proud to be recognized among the best workplaces in North America. Guided by our mission and values, we move fast to solve meaningful problems and celebrate wins together. Whether through in-office and remote events, team offsites like Sparks, or everyday moments of connection, we create space for shared growth, collaboration, and fun.
• Equity: We’re a Series C, VC-backed SaaS company, and we believe everyone should share in the success they help create. When we build together, we grow together.
• Health and Wellness: We support Shifties in and outside of work, knowing that what people need can change over time. From day one, you’ll have access to benefits like health and dental, lifestyle spending accounts to a parental leave program built with flexibility in mind, to help you bring your best self to work.
• Flexibility: Our team is intentional around how and where we work, whether remotely, in person, or a mix of both. We prioritize candidates who thrive in a hybrid work environment with offices in Saskatoon and Toronto, ensuring in-person collaboration and connection when possible. Plus, we offer a flexible vacation policy to encourage everyone to recharge when needed. Oh, and our ‘90 Day Shift’ program lets Shift work from (almost) anywhere because who wouldn’t want to trade their desk for a beach view once in a while?
• Support: We set Shifties up for success with the tools they need, like the latest Apple tech, a home office setup, and some 7shifts swag to make it official. But support goes beyond day one. We’re serious about professional growth, offering coaching, feedback, development planning, and opportunities to grow from within.

We know you might not check every box, and that’s okay. If you’re excited about this role, inspired to contribute to a meaningful product, and eager to share ideas that drive real change, we’d love to hear from you. We’re building an inclusive team that reflects the diverse industry we serve, and we welcome applicants from all backgrounds.

We thank you for your interest in joining the 7shifts team!

Are you legally entitled to work in Canada? Selected...

Are you currently located in Vancouver, BC? Please note that this role is a remote or hybrid opportunity in British Columbia.

Our Support team is the first point of contact for our customers and shifts are scheduled based on business needs. Currently we have a set schedule from Sundays to Thursdays. Would you be able to accommodate weekend hours as a part of the scheduling requirements? Select...

How did you hear about 7shifts or this position? *

If you heard about us from someone on our team, please let us know who!

Can you provide an example of a time when you encountered a complex customer inquiry that required resilience? Please share the situation, the steps you took to troubleshoot, and the outcome. *