Customer Support Representative
Location: London, England (Hybrid Remote)
Salary: £60K – £73K
Job Type: Full-time
Overview
At Tenzo, we’re transforming how restaurants operate. Our PerformanceOps platform brings together data from multiple systems to deliver real-time, actionable insights — helping operators boost sales, cut waste, and run smoother businesses.
We’re a team of food lovers and tech enthusiasts backed by top-tier Silicon Valley investors and guided by advisors like Jane O’Riordan and Floor Bleeker. We partner with leading hospitality brands such as IHG Hotels, Knoops, and Time Out Markets. Join us on our mission to help restaurants around the world move from surviving to thriving.
Diversity and Inclusion
Tenzo is an equal-opportunity employer. We celebrate diversity and do not discriminate on the basis of race, colour, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age, veteran status, or disability status.
About the Role
We’re hiring our first Customer Support Representative to own frontline support and deliver exceptional experiences to our users. You’ll be the voice of our brand, helping restaurant operators and teams get the most out of our product. You will work closely with Customer Success, Product, Partners, and Engineering to ensure customers feel supported, listened to, and successful.
As our first dedicated support hire, you’ll help define the boundaries between Customer Success and Support, evolving the role as we scale.
Your Mission
- Serve as the primary point of contact for customer inquiries via Zendesk
- Diagnose, troubleshoot, and resolve customer questions efficiently and professionally
- Maintain and improve support processes, workflows, and internal documentation
- Help build out our knowledge base and self-service resources
- Identify recurring issues and collaborate with Product and Engineering to advocate for customer needs
- Support the transition from a hybrid support model with Customer Success to a dedicated Support team
- Report on support trends and metrics to drive continuous improvement
- Bring a hospitality mindset to every interaction — empathetic, solution-focused, and customer-first
About You
- 1–3+ years of customer support experience in a SaaS company or hospitality tech environment
- Experience using Zendesk (or equivalent support platform)
- Strong understanding of customer perspective and business impact
- Background in hospitality (restaurant, cafe, bar, hotel, etc.) preferred
- Technical understanding of spreadsheets and formulas
- Excellent communication skills; able to simplify technical details
- Proactive and enjoys taking initiative in a fast-moving environment
- Passionate about building processes, not just following them
- Strong problem-solving mindset, creative approach to edge cases
- Empathetic, patient, able to prioritize multiple tasks
- Detail-oriented in verifying data and testing for quality
What We Offer
- Opportunity to build our Support function from scratch and make a meaningful impact
- Close collaboration with a small, passionate team
- Career growth opportunities as the Support team scales
- A culture that values hospitality, learning, and continuous improvement
Work Perks & Benefits
- Tenzo Swag: Macbook and software on day one
- Work from Home: £75 setup budget annually
- Flexible Working: Minimum 2 days/week in London office
- Stock Options: Eligibility for stock options program
- Pension: ESG pension scheme
- Customer Lunches: Quarterly team lunches at customers’ restaurants
- Annual Offsite: Meet team members worldwide
- Eyesight: Covering tests + £75 contribution for spectacles
- Professional Development: Dedicated L&D time and support for external resources
- Annual Leave: 25 days + bank holidays (increasing with tenure)
- Work Abroad: Up to 2 weeks during UK summertime
How to Apply
If you’re passionate about hospitality, love solving problems, and enjoy creating structure from ambiguity, join Tenzo and help restaurants move from surviving to thriving.
