Hotplate exists to enable anyone to start and scale a local food business without a brick and mortar.
The traditional brick and mortar restaurant model is broken: it requires six figures in upfront capital and comes with high operating costs. Within their first year, 2/3 of all restaurants and bakeries close.
The next wave of food entrepreneurship is emerging. These chefs and bakers run businesses from home, commissary kitchens, or mobile pop-ups. They generate hype and buzz on Instagram and run almost entirely on pre-orders. The result is 50-80% profit margins, over 10x the traditional 5% margin of a brick and mortar.
But today’s e-commerce tools weren’t built for this way of selling food. Without Hotplate, chefs and bakers hack together DMs, Google Forms, Square, and Shopify. They spend more time managing logistics than growing their business.
We support the top pop ups in the country, many of which are recognized by the New York Times, Infatuation, Eater, etc. and recently crossed 5,000 businesses and $80M paid out on the platform, but we're just getting started.
By building the foundational tool for this new model, we have the opportunity to fundamentally change the food industry for the better: increasing the diversity and accessibility of food by making it possible for anyone to start a food business.
If you want to read more to make sure Hotplate is a good fit, check out our philosophies on hiring, fundraising, and our values.
The opportunityAs the second member of Hotplate's support team, you will be charged with tackling tickets and helping to build out our support systems as we grow from 5,000 to 50,000 chefs. You are the person that chefs will talk to when it matters most, and you both enjoy and are energized by turning around a chef's experience when something goes wrong. You'll proactively tackle tickets over phone, SMS, and email, while still thinking about how you scale yourself and Hotplate's support functions. That could look like building out macros and documentation, leveraging AI tools to help you move faster, or even thinking about how the product can be improved to better support our chefs.
The role will start with a Sunday - Thursday schedule, with about 500 tickets / week.
6 months of customer support experience in tech, ideally early to midstage startup
A strong customer obsession and excitement to help small business owners succeed
Comfort with technical troubleshooting, and the ability to clearly explain product behavior to both customers and internal teams
Excellent written and verbal communication across email, SMS, and phone
Experience with support tools like Intercom, Zendesk, Front, or similar
Experience using AI tools in your work, whether for drafting, summarizing, researching, or improving your own workflows
Strong judgment, ownership, and follow-through: you prioritize well, stay calm under pressure, and make customers feel taken care of
Hotplate is an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.
Skills Required
- At least 6 months of customer support experience in technology, ideally at an early- to mid-stage startup
- Strong customer focus and enthusiasm for helping small business owners succeed
- Comfort with technical troubleshooting and clearly explaining product behavior
- Excellent written and verbal communication across email, SMS, and phone
- Experience with Intercom, Zendesk, Front, or similar support tools
- Experience using AI tools for drafting, summarizing, researching, or workflow improvement
- Strong judgment, ownership, prioritization, composure under pressure, and follow-through
What We Do
Running a food business is hard, too hard. About 2/3 of brick and mortar restaurants and bakeries fail within their first year, putting these types of businesses in the same risk category as startups. It is insane that that is the case. However, during COVID, as people were stuck at home, a new model for selling food emerged: people making and selling food in their home through social media via pre-order pickup. These new businesses opened pre-orders for a brief period at the beginning of the week and had their customers come to pickup their food at the end of the week. This seemingly small change has massive implications. By running on a pre-order pickup model, these chefs and bakers solved many of the problems traditional brick and mortars faced: - No ingredient waste or need to forecast demand. - Significantly less labor needed, a single creator can take the orders, make them, and hand them off to the customer over the course of the week. - No need for an expensive lease: customers can pickup from the creator's house or a local business they partner with. - Zero startup cost, anyone can start small and organically grow without needing to invest over $100,000 to start a traditional brick and mortar. As we saw this trend develop, we spoke to the people behind these businesses and found out that many of them were making upwards of 50% margins on their food sales, 10x the average of 5% for a standard brick and mortar. However, there was one big problem: no product existed to sell food this way. These businesses were taking orders via DMs, Google Sheets, or hacking the functionality of a Square or Ecommerce website to post their sales. They were spending most of their time trying to organize orders, remind customers about pickups, chasing down venmo payments, and tabulating spreadsheets. They were hitting a glass ceiling. By building the foundational tool for this new model, we have the opportunity to fundamentally change the food industry for the better.
