Customer Support Agent

At Avero, we're hospitality insiders creating SaaS solutions for hospitality professionals. We empower over 40,000 industry experts to transform their businesses and lives. We're dedicated to moving them out of the back office and into the heart of hospitality. Avero is a remote-first company with its headquarters based in New York City.

• Position Overview:
  Avero's Customer Support Team embodies the spirit of hospitality, just like the top brands in the Restaurant, Hotel, and Gaming industries that trust us as their technology partner. We are currently seeking a Customer Support Agent to join our team. In this role, you will be responsible for addressing customer inquiries and providing guidance and support to our valued clients. You will collaborate closely with our existing Customer Support team to resolve customer issues through our ticketing system. This position is 100% remote and reports to Avero's Senior Customer Support Manager. We're looking for a candidate who can work independently, is compassionate, seeks solutions, and uses empathy and creativity to deliver timely, comprehensive resolutions to all issues and questions. Hospitality experience is a plus.

Who You Are:
- Enjoys working with customers to understand and resolve their issues
- Natural problem solver with deep empathy
- Excellent written and verbal communicator who can explain concepts and technical instructions to non-technical individuals
- Finds satisfaction in helping customers utilize software tools and services effectively
- Thrives on tackling challenges and building long-lasting customer relationships
- Excited to work with an exceptionally talented, diverse, and motivated team
- A strong individual contributor who leads by example

Key Responsibilities:
- Respond promptly and professionally to customer inquiries and issues across all support channels
- Log and track customer inquiries and issues in our CRM system for accurate reporting and follow-up
- Provide technical support to customers regarding our software and data integrations
- Troubleshoot customer issues and escalate them to senior support team members when necessary
- Collaborate with other departments, such as Sales and Product, to ensure a seamless customer experience
- Identify opportunities for process improvement and provide feedback to the Customer Support Manager based on customer input and issues

Requirements:
- Minimum of 1-2 years of experience in a customer support role, preferably in the SaaS industry
- Strong communication and interpersonal skills, with the ability to engage with customers and team members at all levels
- Exceptional problem-solving and critical thinking skills to handle complex customer issues and find effective solutions
- Ability to work both independently and collaboratively within a team
- Proficiency in customer support software such as Zendesk, Freshdesk, or similar platforms
- Experience in the restaurant industry or with restaurant software is a plus
- Demonstrates initiative, creativity, and a desire for personal and professional growth

Why You'll Love Working Here:
- Competitive compensation with a focus on work/life balance
- Employer-sponsored benefits package, including Health, Dental, and Vision insurance
- Health Savings Account with quarterly contributions from Avero
- Medical and Dependent Care Flexible Spending Accounts
- Company-paid Disability, Life Insurance, and AD&D
- Commuter Benefits (for those in NYC!)
- 401k with Company Match
- Parental Leave
- ClassPass Discounts
- Equity in the company – all employees have a stake in our growth!

Disclaimers:
The above statements describe the general nature and level of work being performed in this role and are not an exhaustive list of responsibilities, duties, and skills required. All employees may be required to perform duties beyond their normal responsibilities as needed.

Please note that this is a remote position, and candidates will be considered only if they are located in the following areas: New York, New Jersey, Colorado, Texas, Nevada, Missouri, Indiana, Illinois, Georgia, Pennsylvania, Louisiana, Florida, Massachusetts, Oregon, Kansas, California, and Tennessee.

For candidates in Colorado: The base salary cash compensation range for this role is between $47,000 and $60,000. Final offers will be determined based on various factors, including experience and expertise. We also offer a comprehensive benefits package. Salary ranges for other locations will be discussed during the interview process.

Please note that we can only hire permanent residents (green card holders) or U.S. citizens at this time.

Avero is an equal opportunity employer and welcomes individuals of all backgrounds, appearances, races, religions, colors, national origins, genders, gender identities, sexual orientations, ages, marital statuses, veteran statuses, and disability statuses. If this role excites you and makes you look forward to work every day, please apply! We look forward to connecting with you.