Mar 13, 2023
You will help offer exceptional client experiences, support operations, and represent our firm to businesses that depend on our services in this full-time, entirely remote position. Support demands a team effort in a rapidly changing field, therefore this is the ideal chance to learn about all facets of a software firm that is scaling up quickly!
Responsibilities
Be an expert on our product and assist our customers in getting the most value out of our platform.
Respond to incoming customer inquiries with a smile on your face via phone, chat, email, and other channels within a specified SLA time.
Troubleshoot live delivery issues and manage them all the way through to the finish line, documenting as you go.
Process refunds within specified SLA times by filing with the appropriate delivery provider.
Take an active role in continuously improving our best practices and SOPs.
Appropriately escalate issues.
Communication: you will be responsible for keeping up to date with internal and external situations that arise when you are offline.
Be a team player: we are a 24/7 Support team with teammates across the globe. You will be responsible for building relationships within the team and helping build our culture.
Take on ad-hoc projects as needed.
1+ years of customer-facing experience
Comfortable dealing with ambiguity in a fast-paced environment
Empathy, a collaborative spirit, and the ability to work effectively with a team
Ability to document processes and identify areas for improvement
Analytical and problem-solving skills
Time-management skills
Ability to find the positive in any situation
Insight and knowledge of the on-demand delivery industry
Prior experience with startups or at high-growth technology companies
Experience implementing and/or working with Slack, Front, Aircall, HubSpot or similar tools
Early stage, well-funded startup - directly impact the company and grow your career!
Fully remote culture - work from home (or wherever!)
Quarterly in-person events to bond with teammates
Competitive compensation and opportunity for equity
Flexible paid time off
Health, dental, vision insurance
Other great perks, such as home office stipend