Customer Support Agent

Customer Support Agent (Manchester, UK)

Location / Work Arrangement: Hybrid (UK) — early weekday shifts in-office, later weekday shifts and all weekend shifts from home

Contract Type: 35 hours/week

Working Hours: Shift-based, scheduled across Mon–Sun, between 9:00am–11:00pm (we'll talk through what patterns could work for you)

Role Purpose: You'll be the friendly, reliable voice our Restaurant Partners turn to when they need help — across chat, phone, and email. No two days are quite the same, and you'll get real ownership over resolving issues from start to finish.

What You'll Be Doing:

• Responding to Restaurant Partner queries across chat, phone, and email
• Helping partners with account changes, updates, and any complaints
• Looking into and resolving invoice-related questions
• Seeing issues through from first contact to resolution
• Teaming up with other departments when something needs a bit more digging
• Spotting the odd opportunity to mention relevant upsells during calls (commission available if it leads to a sale)

About You:

• You enjoy helping people and can stay calm and clear when things get busy
• You're comfortable communicating in writing and over the phone
• You're organised enough to keep track of an issue until it's fully resolved
• Previous customer service experience is helpful but not essential — we're happy to train the right person
• No specific qualifications required

Compensation:

• Base pay: £12.71/hour (contracted hours)
• Commission available on successful reactive upsells
• Performance bonus: up to £3,000/year, based on performance