Customer Care Representative – Retail & Restaurant SMB

About the Role

We're looking for a Customer Care Representative who genuinely understands the day-to-day realities of running a small business. This role sits at the intersection of customer support and domain expertise — you'll be the go-to resource for our retail and restaurant SMB customers as they set up, navigate, and get the most out of our platform.

What We're Looking For

The ideal candidate has 2+ years of hands-on experience working in or closely supporting retail or restaurant environments — whether that's as a manager, bookkeeper, or ops lead. You understand how a brick-and-mortar business closes out a shift, handles vendor invoices, tracks inventory, and reconciles cash.

What You'll Do

You'll handle inbound support requests via our ZenDesk support platform helping customers troubleshoot issues, understand product features, and resolve account concerns. A big part of the job is translating accounting concepts — chart of accounts, sales, cost of goods sold, end-of-day reconciliation, sales tax, tips, payments — into plain language that time-strapped owners and their staff can act on. You'll also document recurring issues, surface product feedback to the team, and occasionally walk customers through onboarding when they're getting started.

• 2+ years in a customer-facing support or operations role
• Demonstrated familiarity with retail or restaurant accounting workflows (QuickBooks, restaurant POS systems, or similar)
• Strong written communication skills
• Comfortable working across support tools like Zendesk

Nice to Have

• Experience at a SaaS company, payments company, or fintech
• Bookkeeping certification or coursework (QuickBooks ProAdvisor, accounting associate degree, etc.)
• Familiarity with platforms like Toast, Square, Lightspeed, or Clover