Customer Support Specialist

Every evening, thousands of tables are booked, seated and turned through Dineplan. Since 2011 we've been building the reservation and management platform behind over 2,000 restaurants that use it daily to streamline reservations, bring guests through their doors and save time and money.

Our platform covers reservations and payments, guest and review management, SMS and email marketing, reporting, ticketing, digital menus and vouchers. Keeping all of that working for our restaurant partners is the job of a small, close-knit support team. We're looking for a new member to join them.

Purpose You'll be the first point of contact for our restaurant partners and the diners who book through us. Solving problems over email, phone and WhatsApp, and helping clients get real value from the platform every day.

This is not a scripted support role. You'll become a genuine product specialist who understands how a reservation platform works under the bonnet, and who can translate that into clear, practical guidance. Much of the time there'll be no script, decision tree or precedent to fall back on. You'll need to think on your feet, investigate methodically, and explain your solution with confidence.

What You'll Be Doing

• Support our clients across email, inbound and outbound phone, and WhatsApp. Adapting your approach for restaurateurs and diners, who need very different things from you
• Own your queue , prioritising against response targets and seeing issues through from first contact to full resolution, with nothing left hanging without a next step
• Become a product expert on bookings, account configuration, availability and seating rules, widget behaviour, integrations and reporting
• Troubleshoot properly ; reproduce the issue, find the root cause, then guide the client through the fix
• Escalate well to our Technical Support Lead, with full context: what you've tried, how to reproduce it, and the relevant detail
• Help clients get more from the platform , suggesting features and settings that suit how their business actually runs
• Spot the early signals of a frustrated client and flag them to Account Management with useful context
• Handle day-to-day operational tasks ; voucher builds, specials loading, trading hours, listing updates and keep accurate records in HubSpot.

Requirements

• 2+ years in customer support, hospitality, or another client-facing role
• Strong written and verbal communication in English
• Confidence and professionalism on the phone
• The ability to explain technical things in plain, accessible language
• Strong organisational skills and attention to detail
• Experience supporting both business and consumer customers

Nice to have

• Background in hospitality, restaurants or food and beverage
• CRM or ticketing tools experience
• Experience training or onboarding customers on software

Is this you? You'll thrive here if you want to understand why something broke, not just how to close the ticket. If you'd rather pick up the phone than hide behind email. If you're comfortable making a call when there's no procedure to follow.

Benefits

• A team that genuinely enjoys the work and each other.
• Serious investment in getting you up to speed.
• Room to grow
• A culture built on ownership, directness and continuous improvement