Roadie Support Representative Tier 1

Why This Role Rocks

Love helping people and solving problems? As a Roadie Support Representative, you'll be the friendly voice and trusted resource for our customers. Whether answering questions, resolving concerns, or providing product support, you'll play a key role in creating an exceptional customer experience. Every day brings something new, giving you the opportunity to support customers through phone and email while making a real impact on their experience with Texas Roadhouse.

*This is an on-site position working a hybrid schedule (minimum 3 days in office weekly) at the Texas Roadhouse Support Center located in Louisville, Kentucky.

Your Recipe for Success

• High School Diploma or GED required

• 1+ year of customer service experience preferred

• 1+ year of restaurant industry experience preferred

• Strong communication skills with the ability to clearly assist customers via phone and email

• Excellent attention to detail and documentation skills

• Ability to multitask, prioritize, and manage multiple issues at once

• Patient, empathetic, and committed to delivering outstanding customer service

• Comfortable working independently and collaborating with a team

• Flexible schedule, including evenings, weekends, and holidays

• Bilingual (English/Spanish) communication skills preferred

What's On Your Plate

• Serve as the first point of contact for customer inquiries, concerns, and support requests

• Provide prompt, professional, and courteous assistance through phone and email channels

• Resolve customer complaints efficiently while ensuring a positive experience

• Escalate complex issues to the appropriate team when needed

• Identify and communicate priority issues and trends to management

• Use service desk software to log interactions and track support tickets

• Maintain accurate records and detailed documentation of customer interactions and resolutions

• Assist with data entry and special projects as needed

• Provide administrative support to the People Department and other business partners

• Help contribute to a positive, customer-focused team environment

Why You'll Love Your Job    

As our founder Kent Taylor said, “We’re a people-first company that just happens to serve steaks.” We believe in taking care of the whole Roadie: from professional development opportunities to a robust benefits package. Our culture is just one reason why many of our leaders started as servers, managers, and line cooks, and have grown Legendary careers with us. Here’s a taste of what we offer:  

• Best-in-class benefits including medical, dental, vision, and 100% paid maternity leave  

• Generous time off including vacation, parental, donor, and bereavement leave  

• Wellness perks like on-site personal trainers, massages, a full gym, and a registered nurse  

• Convenience services like car detailing, dry cleaning, and even spray tans  

• Financial support with 401(k), tuition reimbursement, stock units, and holiday bonuses  

• Delicious perks from Willie’s Joynt—our full-service café serving up legendary meals  

Support Center employees who meet benefit eligibility receive a comprehensive total rewards package starting the first day of the month after 31 days of employment.   

This job description includes essential functions and basic duties and is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as appropriate. This document is not a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.  

We are proud to be an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, gender, pregnancy, gender identity, disability, veteran status, sexual orientation, citizenship, national origin, or any other legally-protected status. We encourage and welcome all applicants to apply.