Customer Experience Associate

Dines App Ltd; Remote; GBP 22,000 - 28,000; Full time

Job summary

A growing hospitality tech company is seeking a Customer Experience Associate to provide outstanding support to partners. This remote role involves responding to queries, onboarding clients, and troubleshooting issues while maintaining high standards of service. Ideal candidates are empathetic, resourceful, and thrive under pressure, with a background in customer service, preferably in hospitality. Join Dines App Ltd and help shape the future of hospitality tech!

Benefits

Remote & Flexible work

Generous leave policy

Personal budgets for well-being

Opportunity for impactful work

Qualifications

• Customer-facing experience, ideally in hospitality.
• Personable communication style.
• Organized and reliable.

Responsibilities

• Respond to partner enquiries over live chat, email and phone.
• Assist new hospitality traders in getting started with Dines.
• Help maintain excellent response times and service levels.

Skills

Customer service

Communication

Problem-solving

Organization

Adaptability

Tools

Hospitality POS systems

Slack

HubSpot

ClickUp

AirCall

Job description

Customer Experience Associate - Remote (UK)

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 atrusted 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 has a direct impact on 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 during the busiest and most exciting times of the year.

You’ll help maintain the high standards our clients expect by delivering top-tier service and supporting the team in running 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.

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
• 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 ExperienceExcellence

• 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, or at events
• Personable communication style – confident, friendly, and adaptable, without sounding scripted
• Organised and reliable – you stay on top of tasks and don’t need reminding to follow through
• Cool under pressure – when things get busy, 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

Nice-to-Haves

• Experience in a startup or tech-driven environment
• Familiarity with hospitality POS systems or any of: Slack, HubSpot, ClickUp 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 and up to 30 days abroad annually.
• Generous Leave: 30 days plus eight public holidays (five of which are flexible).
• Personal Budgets: Invest in your well-being, learning, and workspace.
• Impactful Work: Play a key role in shaping how top hospitality brands succeed.

Our Process

After reviewing applications (please submit a cover letter with your CV), we will invite selected candidates to our interview process, designed to be efficient and engaging:

• Introductions with People Operations
• Meet your Manager
• Chat with Senior Leadership
  

Ready to make an impact?Join Dines and help shape the future of hospitality tech!

We’re committed to building a diverse and inclusive team, and we welcome applicants from all walks of life. Whether you're new to tech, returning to work, or bringing valuable experience from hospitality or other service industries, we encourage you to apply. What matters most is your ability to connect with people, solve problems with empathy, and grow in a supportive environment. As a remote-first company, we champion flexibility, accessibility, and equal opportunity for everyone – regardless of background, identity, or previous career path.