Role Description The Support Specialist is a full-time, remote role responsible for providing timely and effective assistance to guests, partners, and internal team members through digital channels. In this role, the specialist will respond to inquiries about reservations, events, menu items, and tap offerings, ensuring clear, accurate, and friendly communication. Day-to-day tasks include troubleshooting common technical or access issues related to online reservations, event bookings, and guest accounts, as well as escalating complex matters to appropriate team members when needed. The Support Specialist will monitor support queues, document recurring issues, and provide feedback that helps improve internal tools, processes, and the overall guest experience. This role collaborates closely with operations and management to maintain consistent service standards and support Thistle Draftshop’s community-focused brand.
Qualifications
- Strong Customer Support and Communication skills, with the ability to interact professionally and empathetically across email, chat, and phone.
- Technical Support and Troubleshooting skills to resolve basic platform, login, and reservation issues, and to guide guests through online processes.
- Analytical Skills to interpret support trends, identify root causes, and suggest process improvements that enhance service quality.
- Comfort working in a remote, full-time environment, with reliable internet access and the ability to manage time and tasks independently.
- Previous experience in hospitality, retail, or customer service is beneficial; familiarity with reservation or POS systems is a plus.
- Ability to document interactions clearly, follow defined workflows, and collaborate effectively with onsite and remote team members.
- High level of integrity, professionalism, and adaptability in a fast-paced, guest-centric environment.
