Support Analyst - Integrations & Analytics

About the company

At Crunchtime, we don’t just build software; we power the heartbeat of the hospitality industry. As the industry’s only complete, AI-powered restaurant operations management suite, Crunchtime is the market leader trusted by 850+ restaurant brands - including Pizza Express, Five Guys, Bone Daddies, and Wingstop.

With over 150,000 locations worldwide, we help operators master everything from inventory and labor to kitchen execution. We are expanding rapidly across Europe, and we’re looking for a Growth Marketing Manager to build the engine that fuels our EMEA expansion.

About the role

As a Customer Support Analyst, you will be a key part of making sure that we can keep delivering high-quality support to our customers. You will be able to explore new technology and develop processes to help other team members, grow within our company and make a huge impact from day one. 

What you’ll do as a Customer Support Analyst

• Help customers solve problems in the CrunchTime platform.
• Use internal tools to troubleshoot trouble tickets
• Analyze data discrepancies between multiple tools to confirm accuracy based on customer inquiries and reassure the customer that data displayed is accurate.
• Collaborate with a global team to deliver the ultimate customer experience
• Support Sales/Success teams with account management and technical support
• Be a voice of the customer, helping our product and engineering teams better understand our customers' needs
• Sympathize with the customer’s situation and take pride in finding them a resolution on tickets submitted.

What we’re looking for

• 1-2 years of remote application support experience
• 2-4 years of customer-facing experience in any industry, but hospitality industry is preferable.
• Excellent interpersonal and communication skills (written and verbal)
• Bachelors Degree 
• Able to work in a fast paced environment with multiple competing priorities
• Ability to prioritize tasks independently based on understanding business impact for the customer
• Some SQL knowledge and ability to write/execute multi-table queries
• Prior experience with POS systems i.e. Toast, Aloha, Brink and/or Simphony

Nice to haves

• Experience working with a distributed/remote team
• Successful track record collaborating cross-functionally across internal teams (Sales, Success, Product, Engineering, Marketing, Finance) to solve customer problems
• Experience with Jira and Zendesk
• Prior experience working with CIS systems like Netsuite, Workday, or Quickbooks
• An understanding of Snowflake cloud-based data platform
• Able to troubleshoot networking and communication protocols
• Experience supporting restaurant, convenience store, or grocery industry verticals
• A conceptual understanding of what an API is and its role in connecting different software applications.

Financial & Future Planning

• Pension Scheme: Workplace pension with 5% employer matching via auto-enrollment.
• L&D Stipend: $1100 GBP annual professional development budget.

Health & Wellbeing

• Sick Pay: Up to 5 working days of fully paid sick leave may be self-certified. After this period, Statutory Sick Pay (SSP) will apply in accordance with local regulations.
• Medical, Income Replacement & Life Insurance: Comprehensive private healthcare, income replacement, and death-in-service coverage.
• Dental Insurance: Fully subsidized dental care.
• Gym Allowance: $20 GBP monthly wellness credit.

Family & Flexibility

• Parental Leave: We offer an enhanced parental leave package of 10 weeks fully paid for employees with at least six months of service. From Day One, all employees are entitled to statutory leave and pay in accordance with UK government requirements.
• Time Off: 28 days inclusive of Bank Holidays
• Working Norms & Collaboration: At Crunchtime, we believe collaboration is the heartbeat of our success. To foster team cohesion and ensure local brand representation, our standard working model is hybrid, with an expectation of being in-office at least three days per month. This presence is vital for the cross-functional partnership and creative energy that drive our UK operations. In accordance with the Employment Rights Act 2025, all employees have the statutory right to request flexible working arrangements from Day One. We are committed to discussing individual needs alongside the collaborative requirements of each mission.

Equal Opportunity & Accessibility Crunchtime is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Reasonable Adjustments: We are committed to providing an inclusive recruitment process. If you require any reasonable adjustments or accommodations to participate in our application or interview process, please let us know by contacting [email protected]. We want to ensure you have the best opportunity to showcase your skills.

Right to Work: This role is based in the UK. All successful candidates must have the legal right to work in the UK prior to commencement. Crunchtime does not offer visa sponsorship for this position.

Data Privacy: By applying for this role, you agree to Crunchtime processing your personal data for recruitment purposes in accordance with our Candidate Privacy Notice and UK GDPR requirements.