About this role
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