Dines
Customer Experience Associate - Remote (UK)
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About Us
At Dines, our mission is simple yet powerful: "To serve those who serve." We empower hospitality businesses with a cutting-edge POS and payments platform, helping renowned festivals, events, theatres, and restaurants across the UK and Ireland operate seamlessly.
We're more than just a technology provider - we're a trusted partner built on three pillars: Relationships, Service, and Delivery. Our clients love us because we genuinely have their backs, and we take pride in being there when they need us most.
As we continue to grow, we're looking for passionate individuals who share our vision and want to be part of something exciting. If you thrive in a fast-paced, team-driven environment where your work directly impacts businesses, we'd love to hear from you.
The Role
We're looking for a Customer Experience Associate to join our expanding team. This role plays a pivotal part in supporting our partners day in, day out, especially when it matters most.
You'll help us maintain the high standards we hold ourselves to by delivering top-tier service and helping the team run as efficiently as possible. You'll thrive here if you're empathetic, resourceful, thrive under pressure, and genuinely enjoy solving problems. Ideally, you'll have frontline hospitality experience and understand what it's like to be on the other side of the counter - that insight goes a long way with our customers and their teams.
Hours & Flexibility
This role is 35 hours a week, and standard days are Monday to Friday for most of the year. Around a handful of our busiest events, your days may shift anywhere from Monday to Sunday (07:00-23:00), always agreed with you at least 4 weeks in advance, and any additional time is covered by TOIL.
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What You'll Do
Support & Communication
- Respond to partner enquiries over live chat, email and phone
- Deliver helpful, human, and thoughtful support without relying on scripts
- Stay calm and effective during high-pressure periods
Onboarding & Setup
- Assist new hospitality traders in getting started with Dines
- Build and edit menus within the platform
- Support smooth and accurate system setup during onboarding
- From time to time, attend client sites or events in person to support setup or troubleshooting
Team Collaboration
- Work closely with the wider Customer Experience and Operations teams
- Collaborate cross-functionally to identify and solve recurring issues
- Share feedback to help improve internal processes and tools
Customer Experience Excellence
- Help maintain our excellent response times and service levels
- Proactively troubleshoot issues and ask the right questions to get to the root cause
- Document findings and insights to aid continuous improvement
Who we’re looking for
We're after someone who's curious, calm under pressure, and genuinely enjoys helping others. You don't need to come from a tech background - if you've spent time in the fast-paced world of hospitality and know how to think on your feet, you'll fit right in.
Must-haves
- Customer-facing experience, ideally in hospitality - whether that's front of house, behind the bar, in a kitchen, at events - or in a customer service role
- Personable communication style - confident, friendly, and adaptable, without sounding scripted
- Organised and reliable, with the ability to multitask and prioritise - you stay on top of tasks and don't need reminding to follow through
- Cool under pressure and adaptable - when things get busy or change, you stay focused and keep a level head
- Problem-solving mindset - you ask "why is this happening?" not just "how do I close this ticket?"
- Proactive learner - you're not afraid to ask questions and are excited to grow week by week
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Nice-to-haves
- Experience in a startup or tech-driven environment
- Familiarity with hospitality POS systems or any of the following platforms: Slack, Google Workspace (Sheets, Docs), ClickUp, Plain CRM, or AirCall
Don't worry if you're not familiar with our tools yet - we'll teach you everything you need to know.
Why Join Dines?
- Remote & Flexible: Work from anywhere in the UK, with occasional travel to client sites or events. Up to 90 days abroad per year, worked around your rota
- Team & Culture: A friendly, personable bunch with a genuine can-do attitude. It's a remote role, but we make time to get together in person too
- Generous Leave: 38 days (including eight public holidays - five of which are flexible)
- Personal Budget: A dedicated monthly budget to support your wellbeing
- Impactful Work: Play a key role in shaping the success of top hospitality brands
Next Steps
After reviewing applications, we will invite selected candidates to our interview process, designed to be efficient and engaging:
- Introductions with People Operations
- Meet your Manager
- Chat with a Co-Founder
Ready to make an impact? Join Dines and help shape the future of hospitality tech!
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