Customer Support Specialist

MealSuite, , is a privately owned SaaS organization comprising 190+ team members across the globe, with hub locations in Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Our suite of end-to-end foodservice technology solutions helps professionals across healthcare and aging services streamline their operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on what matters most: improving the quality of patient and resident care.  

We’re looking for our next thorough and resourceful Customer Support Specialist to join our Customer Experience team.  Reporting to the Team Lead, Customer Support, you’ll be an expert problem solver as you delve deep to provide tailor-made solutions to our customers and and help pinpoint product issues as we continuously hone and refine our technology. 

A day in the life as a Customer Support Specialist: 

• Ensure delivery to customers – facilitate the timely and successful delivery of solutions according to customer needs and objectives. 

• Be the point of contact – Field support calls, chats and emails coming into the queue for internal and external users  

• Manage incoming queries – Prioritize tickets, reassign based on subject and skill level, and update and track assigned tickets 

• Improve the technology – Troubleshoot reported issues and create defects for product to review and participate software/hardware testing 

• Continue to grow professionally – Research and consult manuals and training material for self-guided continued learning  

If the below describe your knowledge, experience and character, this role could be for you:  

• I have experience in the foodservice, acute care, or tech industry 

• I gained my knowledge through 1-3 years of direct experience in customer support roles. 

• I have some kind of a foodservice certification, such as Food Service Manager, Certified Dietary Manager, Registered Dietician, Dietary Technician, Hopsitality Manger, or equivalent.  

• I have experience with Customer Success Management tools, such as Zendesk, Salesforce, or other foodservice tech software. 

• I’m exceptional at being flexible in stressful situations and being able to thrive under pressure, especially when it comes to delivering top-notch strategic solutions for customer issues.  

• I get most excited about investigating issues, solving highly analytical problems, and not stopping or following up until I have found a resolution. 

• I’m extra passionate about being able to explain complex topics easily and succinctly and I show a keen eye for detail. 

• I’m willing to occasionally travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA (and Vietnam if required for role). 

• I thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate 

• I love to be directly involved in projects and initiatives that offer continued learning and endless opportunity to express my ideas and build my leadership skills.

We know imposter syndrome can be REAL when applying for a new role, but please don't let the confidence gap prevent you from taking a leap and applying for your dream job. Your future self will thank you!  

More to love about working at MealSuite:  

• We are passionate people that care about others. The heart of what we do comes down to our mission to Deliver smiles and satisfaction to the continuum of care through an all-in-one foodservice management technology. .
• We’ve built a progressive culture that values teamwork and innovation. We listen to all voices and entrust team members with tasks that make a significant impact on the communities we serve.
• We’re growing sustainably. A career with MealSuite offers the innovation and agility of a startup matched with the stability of an established company in a growing industry.
• We take care of our employees too! Here are just a few of the great +things we offer:
• Unlimited paid time off – yeah, you read that right! We trust our employees to build their own version of balance so they can bring their best every day.
• Health benefits – this includes medical, dental, and vision options, life & disability insurance, paid maternity and parental leave, and an on-site gym.
• Hybrid flexibility – we value the collaboration, mentorship and learning that come from physically working next to one another, as well as the benefits that remote work can offer.
• Work-life balance – this is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.
• An inclusive workplace – women account for 53% of our employees and 58% of people leaders.
• Participation in our equity program and 401(k) plan – we are committed to helping you plan for your future!
• Opportunities for career development and advancement – we support our employees in pursuing and achieving their professional goals.
• Purposeful work with a positive community impact – more than 90% of our North American employees agree that the company’s purpose aligns with their personal values. Learn more about our values at .

Have we got your attention? Great! Here’s what’s next: 

Apply today with your resume and answers to our application questions.  

We’ll start reviewing candidates within two weeks of this position being posted and will reach out to you if we’d like to get to know you a bit better.  We often get hundreds of applications for our roles (we feel very honoured that so many people are interested!) and try our best to get back to each person.  If there’s a delay in our response, please don’t think we’ve forgotten about you.  We may be taking our time to thoroughly review each candidate before deciding who to interview.  

We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact .