Customer Support Representative Customer Success · London · - Greater London - Tenzo Limited

Description

Overview

Location: London (Hybrid Remote). Job type: Full time.

Who we are

At Tenzo, we're transforming the way restaurants operate. Our restaurant 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 investors and guided by advisors. We partner with leading hospitality brands and we're just getting started. Join us on our mission to help restaurants move from surviving to thriving.

Diversity and Inclusion

Tenzo is an equal-opportunity employer and we value diversity at our company. We 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'll work closely with Customer Success, Product, Partners, and Engineering to ensure our 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.

If you're passionate about hospitality, love solving problems, and enjoy creating structure from ambiguity, you'll thrive here.

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 our 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 an equivalent support platform) to manage tickets and workflows
• Understands the customer's perspective and business impact, not just the technical issue
• Background in the hospitality industry (restaurant, cafe, bar, hotel, etc.) is strongly preferred
• Technical understanding of spreadsheets and formulas
• Excellent communication skills and the ability to translate technical details into simple, clear explanations
• A proactive individual who enjoys taking initiative in a fast-moving environment
• Someone excited about building processes, not just following them
• Strong problem-solving mindset and ability to think outside the box and creatively approach edge cases
• Empathy, patience, and ability to prioritise a multitude of tasks
• Strong attention to detail when verifying data and testing for quality assurance

What we offer

• The opportunity to build our Support function from scratch and have a meaningful impact on the company
• 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 and benefits

We are committed to improving the general well-being of our team members. We aim to create a supportive and diverse environment for growth, with responsibility from day one and dedicated time for personal development and clear career progression during a period of growth and development.

• Tenzo Swag We'll hook you up with workstation perks, Macbook and all software needed on your first day
• Work from Home You'll receive a £75 work-from-home setup budget, which renews every year
• Flexible Working A minimum of 2 days a week in the London office, plus any additional days such as trade shows, team quarterly meet-ups
• Stock Options Eligibility to our stock options program
• Pension ESG pension scheme
• Office Location WeWork Marylebone - North West House, 119 Marylebone Rd, London NW1 5PU
• Customer Lunches Every quarter we plan a team lunch at one of our customers' restaurants
• Tenzo Offsite A chance to meet fellow team members from all over the world at our annual team offsite
• Your Eyesight We cover tests and contribute £75 to spectacles (or equivalent in local currency)
• Your Development Dedicated time for personal & professional development (we're supportive of external L&D resources when needed)
• Annual Leave 25 days of holiday + bank holidays (increasing to 27 after 1 year and 29 after 2 years tenure)
• Work Abroad Up to 2 weeks during the UK summertime working abroad
• Start-up Life Working as part of a small team, you benefit from a level of responsibility from the get-go
• Socials Monthly events both in person and virtually

Please note: Exclusively no recruiter emails for this role. We have established recruitment partnership agreements in place and no need to work with additional recruitment partners at this time.