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For Companies At a Glance
- Tasks: Be the voice of our brand, helping restaurant operators with their inquiries and support.
- Company: Join Tenzo, a dynamic team transforming the restaurant industry with innovative tech.
- Benefits: Enjoy flexible working, stock options, and a supportive environment for personal growth.
- Why this job: Make a real impact by building our Support function from scratch in a thriving company.
- Qualifications: 1-3 years of customer support experience, preferably in SaaS or hospitality.
- Other info: Collaborate closely with a passionate team and enjoy perks like team lunches and offsite events.
The predicted salary is between 28800 - 43200 £ per year.
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 +
Customer Support Representative Customer Success · London · employer: Tenzo Limited
Contact Detail:
Tenzo Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Representative Customer Success · London ·
✨Tip Number 1
Get to know the company inside out! Research Tenzo's mission, values, and products. This way, when you chat with them, you can show off your passion for hospitality and tech, making you stand out as a candidate who truly gets what they're about.
✨Tip Number 2
Practice your communication skills! Since you'll be the voice of the brand, it's crucial to convey your thoughts clearly and empathetically. Try role-playing customer scenarios with friends or family to get comfortable with problem-solving on the spot.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This not only gives you insights into the company culture but also shows your genuine interest in joining the team at Tenzo.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to be part of the Tenzo journey from the get-go!
We think you need these skills to ace Customer Support Representative Customer Success · London ·
Some tips for your application 🫡
Show Your Passion for Hospitality: When writing your application, let your love for the hospitality industry shine through. Share any relevant experiences that highlight your enthusiasm for helping others and solving problems in a restaurant setting.
Be Clear and Concise: We appreciate straightforward communication! Make sure your application is easy to read and gets straight to the point. Use simple language to explain your skills and experiences, especially when discussing technical details.
Highlight Your Customer Support Experience: Since we're looking for someone with customer support experience, be sure to showcase any relevant roles you've had. Talk about how you’ve handled inquiries, resolved issues, and contributed to improving support processes in previous jobs.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to join our team at Tenzo!
How to prepare for a job interview at Tenzo Limited
✨Know the Product Inside Out
Before your interview, make sure you understand Tenzo's PerformanceOps platform and how it benefits restaurant operators. Familiarise yourself with the features and think about how you would explain them to a customer. This will show your enthusiasm and readiness to be the voice of the brand.
✨Showcase Your Hospitality Mindset
Since this role is all about delivering exceptional customer experiences, be prepared to share examples from your past where you've gone above and beyond for customers. Highlight your empathy and problem-solving skills, as these are crucial in a customer support role.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific customer situations. Think through potential scenarios related to troubleshooting or resolving issues, and practice articulating your thought process clearly. This will demonstrate your ability to think on your feet and provide effective solutions.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the company culture, team dynamics, or future growth plans for the support function. This shows your genuine interest in the role and helps you assess if Tenzo is the right fit for you.
