Hops
Helpdesk & Training Specialist - Hospitality Software
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Hospitality Software Support
Hops is looking for a Helpdesk & Training Specialist to support and train customers using our hospitality software platform.
This role would suit someone from a hospitality background who is technically confident, patient with people, and ready to move away from the day-to-day pressure of service while still using their industry knowledge.
You may have worked with EPOS, stock control, purchasing, inventory, recipes, suppliers, or hospitality back-office systems. You do not need to be a developer, but you should be comfortable learning software, investigating issues, and explaining things clearly to customers.
The role is focused on helping customers get the best from Hops. You will handle support queries through our helpdesk, speak directly with customers, deliver training, create helpful documentation, and work with our internal team to spot recurring issues or improvement opportunities.
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What You'll Be Doing
- Responding to customer support queries through our helpdesk.
- Speaking directly with customers to understand questions, issues, and training needs.
- Helping users understand how to use the platform effectively.
- Delivering remote training sessions for new and existing customers.
- Investigating reported issues and recreating problems where needed.
- Escalating bugs or product feedback clearly to the internal team.
- Creating and improving help articles, guides, and FAQs.
- Sharing customer feedback to help improve the product and support process.
- Supporting testing and UAT where needed.
What We're Looking For
- Experience in hospitality, ideally pubs, bars, restaurants, hotels, groups, or multi-site operations.
- Good understanding of stock, purchasing, inventory, EPOS, or hospitality systems.
- Strong communication skills and confidence engaging with customers.
- Patience, empathy, and a calm approach when customers need help.
- Good problem-solving skills and attention to detail.
- Confidence learning software and explaining technical information in plain English.
- Ability to work remotely, manage workload, and stay organised.
- Experience in software support, helpdesk, training, QA, or UAT would be useful, but is not essential.
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Location
This is a remote-first role, with a requirement to attend the office in Hemel Hempstead around once per month.
Salary
Up to £30k per annum, depending on experience.
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