1st Level Support (m/f/d)

When the terminal in a restaurant fails, the guest is already in line. That's exactly when someone contacts us.

SO'USE is a platform for digital ordering and payment in the gastronomy sector. Guests scan a QR code or tap on the self-order terminal, order themselves, and pay directly – the order lands directly in the cash register and on the kitchen display without detours. This also includes the webshop, tablet ordering, and the integration of delivery services like Lieferando, Wolt, and Uber Eats. Over 1,500 establishments use it daily: from food trucks and bakery chains to HANS IM GLÜCK.

This also means: Our software runs during peak lunch hours. The 1st Level Support is the first voice that restaurateurs hear when something is not working – and usually also the one that solves the problem.

Tasks

• You will handle our customers' inquiries via our ticketing system, primarily in writing and partly by phone.
• You will work closely with Account Management, relieve the team in daily operations, and ensure that customers receive a quick answer instead of being put on hold.
• For complex cases, you will decide whether to escalate to 2nd Level Support and coordinate the handover until resolution.
• After onboarding, you won't stop learning: you will delve deeper into the functions of our system so that you already know the cause of the problem next time.
• You will take on on-call duties: Gastronomy operates in the evenings and on weekends, so important tickets and calls will be handled outside regular working hours. We compensate these times additionally, and we will jointly determine how often and in what rhythm you will undertake them.

Qualifications

• Gastronomy Background. You have worked in service, in the kitchen, or in tech companies related to gastronomy, and you know what it feels like to have a full house. This is important to us – our customers notice immediately if someone understands their daily work.
• Clear Communication, both written and verbal. You explain technical things in a way that is understandable between two orders.
• Technical Affinity. You are not afraid of system settings, interfaces, or looking at a website's source code – and you already use AI tools as a matter of course to find answers faster.
• Quick Learner. New processes and product details are not an obstacle for you, but the interesting part.

Professional experience in support is a plus, but not a must. If you come from the gastronomy sector and are interested in the technical side, talk to us.

Benefits

• 45,000 to 50,000 Euros annual salary, depending on experience, plus a bonus system. On-call duties are compensated additionally.
• Perspective beyond support. Those who know our customers and product well are best suited for Key Account Management, Customer Onboarding, or Customer Success. These paths are open to you – we have already taken them internally multiple times.
• Workplace in the center of Leipzig or remote. We enjoy working together in the office, but if you work from elsewhere, it works just as well.
• Flexible working hours, flat hierarchies, and real scope for initiative in a rapidly developing field.
• A team that helps you grow: relaxed atmosphere, regular feedback, and workshops instead of annual reviews.

Does this sound like you?

Then write to us – a short cover letter and your resume are sufficient. Feel free to tell us which establishment you come from.

Would you like to know more about us beforehand? Visit our website or follow us on Instagram (@souse_germany) and LinkedIn (SO'USE).

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