About ZayOS
ZayOS is a Florida based software company. We give restaurants their own online ordering system, so their customers order directly from them instead of through DoorDash or Uber Eats. The restaurant keeps 100 percent of the food revenue and 100 percent of the tips.
Our customers are restaurant owners in the United States. They are busy, they are usually standing in a kitchen when they call us, and their problem is almost always urgent.
The role
We are hiring a remote customer service representative in Jordan to support our restaurant customers. You work from home, in English, and some in arabic on the phone, on email and on live chat.
You are the person an owner reaches when something is wrong during a dinner rush. That is the job, and it is a real one. Getting it right is the difference between a restaurant staying with us for years and leaving in month two.
What you will do
• Answer calls, emails and chats from restaurant owners and their staff.
• Solve the problems that actually come up. A paid order that did not reach the kitchen tablet. A delivery driver who has not moved in twenty minutes. A menu price that is wrong on the website. An item that sold out and needs to come off the menu right now.
• Update menus, prices, hours and holiday closures for owners who would rather call than click.
• Walk a new owner through their first week. Show them the dashboard, the tablet and the order tracker.
• Track every issue in our system so the next person who picks it up knows what happened.
• Tell our engineers when something is broken, clearly enough that they can fix it. A good bug report from you saves a restaurant's night.
• Follow up. If you promised a call back, you make the call back.
What we are looking for
• Excellent spoken and written English. This is the first requirement and it is not negotiable. You will be on the phone with American restaurant owners all day, often while they are busy and frustrated. Clear and easy to understand matters far more than a perfect accent. Shortlisted candidates will be asked to record a short voice note in English.
• Patience under pressure. An owner losing orders during a dinner rush is not calm. You need to stay calm for both of you.
• Comfortable with software. You do not need to be technical, but you should be the person friends ask when their phone does something strange.
• 1 year or more in customer service, support, hospitality or a call center. Restaurant or food service experience is a real advantage.
• Genuinely good at writing. Half this job is email and chat, and a clear written answer prevents the next three calls.
• A quiet place to work, a reliable computer, stable internet and a headset.
Hours
We cover American restaurant hours, seven days a week, on two shifts of 8 hours. You will be hired onto one of them.
DAY SHIFT
10:30 AM to 6:30 PM US Eastern time.
In Jordan that is 5:30 PM to 1:30 AM, and 6:30 PM to 2:30 AM from November to March.
NIGHT SHIFT
6:30 PM to 2:30 AM US Eastern time.
In Jordan that is 1:30 AM to 9:30 AM, and 2:30 AM to 10:30 AM from November to March.
You work a minimum of 5 days a week, and up to 6 if you want. The sixth day pays more, so that one is your choice. We cover all 7 days, so your days off rotate.
Tell us in your application which shift you want. Both are real jobs and we are hiring for both.
Please be honest with yourself about this before applying. These are not normal Jordanian hours. The day shift ends after midnight. The night shift starts in the middle of the night. We would much rather you tell us now than discover it in week three.
What we offer
• 450 to 600 USD per month. Where you land in that range depends on your experience and on how many days you work. Five days a week sits at the lower end, six days at the higher end.
• Full-time, fully remote from Amman.
• Real training on the product, not a script you are left alone with.
• A small team where the person answering the phone talks directly to the people building the software.
We provide the phone system, the helpdesk and the training.
