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Support Specialist

Atlanta, Georgia, United States; Boston, Massachusetts, United States; Louisville, Kentucky, United States

Crunchtime helps multi-unit restaurants operate every location like their best one. Trusted by 850+ brands across 150,000+ locations worldwide, Crunchtime connects the full operations management lifecycle across inventory management, labor and scheduling, kitchen management, and operations execution, in the industry’s only complete, AI-powered suite. Top operators, including Jersey Mike’s, Five Guys, Smoothie King, Wingstop, and Chili’s, rely on Crunchtime to achieve profitability and deliver great guest experiences every day in every store. To learn more, visit Crunchtime.com.

Crunchtime helps multi-unit restaurants operate every location like their best one. Trusted by 850+ brands across 150,000+ locations worldwide, Crunchtime connects the full operations management lifecycle across inventory management, labor and scheduling, kitchen management, and operations execution, in the industry’s only complete, AI-powered suite. Top operators, including Jersey Mike’s, Five Guys, Smoothie King, Wingstop, and Chili’s, rely on Crunchtime to achieve profitability and deliver great guest experiences every day in every store. To learn more, visit Crunchtime.com.

About the role

As a Customer Support Specialist on the Cruise team, you will be a key part of making sure that we can keep delivering high-quality support to our customers. You will be able to explore new technology and develop processes to help other team members, grow within our company and make a huge impact from day one. 

What you’ll do as a Customer Support Specialist

  • Help customers solve problems in the CrunchTime platform and keep them updated on ticket progress.

  • Use internal tools to troubleshoot customer-reported tickets.

  • Translate technical details from our development teams into non-technical language that our customers can understand.

  • Analyze data discrepancies between multiple tools to confirm accuracy based on customer inquiries and reassure the customer that the data displayed is accurate.

  • Build and optimize dynamic SQL scripts to maintain data integrity and support enterprise reporting.

  • Accept requests for Technical Resource assistance from the Customer Support Analysts on your team.

  • Work side-by-side with the development teams of our Cruise and Xchange product teams to research and resolve customer-reported issues.

  • Empathize with the customer’s situation and take pride in finding them a resolution on tickets submitted.

What we’re looking for

  • 3-5 years of remote application support experience.

  • 2-4 years of customer-facing experience in any industry, but the hospitality industry is preferred.

  • Excellent interpersonal and communication skills (written and verbal).

  • Bachelor’s degree in Computer Science, Information Technology, or a similar field.

  • Advanced SQL knowledge with the ability to write and execute multi-table queries to locate missing keys, duplicate records, or diagnose sync issues between databases.

  • Ability to read and analyze code (e.g., to understand application logic, trace errors in system logs, or review scripts) to assist in deep-dive troubleshooting.

  • Intermediate understanding of database replication concepts and offline-capable/distributed environments.

  • Prior experience troubleshooting e-commerce platforms, vendor portals, or EDI failures.

  • Able to work in a fast-paced environment with multiple competing priorities.

  • Ability to prioritize tasks independently based on an understanding of the business impact for the customer.

Nice to haves

  • Experience working with a distributed/remote team across multiple time zones.

  • Familiarity with database schema comparisons.

  • Experience with Jira, Confluence, and Zendesk.

  • Familiarity with SFTP troubleshooting (file transfers, connection failures, and credential management).

  • An understanding of REST APIs and XML, including the ability to troubleshoot.

  • Able to troubleshoot networking and communication protocols.

  • Experience supporting cruise line operations, inventory management, or enterprise procurement verticals.

What you’ll get

  • Great mission-driven team members from diverse backgrounds with a strong company culture

  • Competitive pay

  • Unlimited PTO

  • Paid company holidays

  • Yearly team off-sites

  • International travel opportunities

  • Medical, dental, and vision benefits (FSA, HSA & HRA options)

  • Basic & Voluntary Life Insurance

  • 401k employer match

  • Wellness benefits

  • Work in an open environment on solutions that are reshaping the way businesses operate

  • Fun team events

  • 10 weeks of paid parental leave

  • Fitness reimbursement

  • Learning & development funds

 

Compensation:

The annual base compensation range for this position is $77,000 - $85,000. The reasonably estimated total cash compensation (base + variable) range for this full-time position will be $82,775 - $91,375.

 

Actual compensation is based on factors unique to each candidate, including, but not limited to: job-related skills, qualifications, education, experience, and location. Crunchtime has a location-based compensation system, so someone doing the same job in a different city might have a different pay range.

 

Accessibility Accommodation Statement

Crunchtime complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact recruiting@crunchtime.com. 

 

Equal Employment Opportunity Statement

At Crunchtime, we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic.

We have an inclusive and diverse workplace where every team member is respected and valued. As a global software development company, we believe that our diverse employee population enriches our work environment.

Join us in our mission to provide the best software solutions to the food industry. We encourage you to apply regardless of your background or experience; even if you don’t meet all the qualifications, because we believe unique experiences and perspectives make us a stronger team.

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