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About the Role
As the second member of Hotplate's support team, you will tackle tickets and help build out support systems as the company grows. You will be the primary point of contact for chefs, turning around their experiences when issues arise. This role involves proactively addressing tickets via phone, SMS, and email, while also focusing on scaling support functions through macros, documentation, AI tools, and product improvement suggestions.
Responsibilities
- Tackle tickets and help build out support systems.
- Proactively address tickets over phone, SMS, and email.
- Build out macros and documentation.
- Leverage AI tools to move faster.
- Suggest product improvements to better support chefs.
Requirements
- 6 months of customer support experience in tech, ideally early to midstage startup.
- Strong customer obsession and excitement to help small business owners succeed.
- Comfort with technical troubleshooting.
- Ability to clearly explain product behavior to both customers and internal teams.
- Excellent written and verbal communication across email, SMS, and phone.
- Experience with support tools like Intercom, Zendesk, Front, or similar.
- Experience using AI tools in your work, whether for drafting, summarizing, researching, or improving your own workflows.
- Strong judgment, ownership, and follow-through.
- Ability to prioritize well.
- Ability to stay calm under pressure.
- Ability to make customers feel taken care of.
Skills
- Customer support
- Technical troubleshooting
- Written communication
- Verbal communication
- Intercom
- Zendesk
- Front
- AI tools
Work Type
- Sunday - Thursday schedule
Experience Level
- 6 months of customer support experience in tech
About the Company
- Hotplate exists to enable anyone to start and scale a local food business without a brick and mortar.
- The traditional brick and mortar restaurant model is broken: it requires six figures in upfront capital and comes with high operating costs. Within their first year, 2/3 of all restaurants and bakeries close.
- The next wave of food entrepreneurship is emerging. These chefs and bakers run businesses from home, commissary kitchens, or mobile pop-ups. They generate hype and buzz on Instagram and run almost entirely on pre-orders. The result is 50-80% profit margins, over 10x the traditional 5% margin of a brick and mortar.
- Today’s e-commerce tools weren’t built for this way of selling food. Without Hotplate, chefs and bakers hack together DMs, Google Forms, Square, and Shopify. They spend more time managing logistics than growing their business.
- We support the top pop ups in the country, many of which are recognized by the New York Times, Infatuation, Eater, etc. and recently crossed 5,000 businesses and $80M paid out on the platform, but we're just getting started.
- By building the foundational tool for this new model, we have the opportunity to fundamentally change the food industry for the better: increasing the diversity and accessibility of food by making it possible for anyone to start a food business.
- If you want to read more to make sure Hotplate is a good fit, check out our philosophies on hiring, fundraising, and our values.
Equal Opportunity
- Hotplate is an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.