Job Summary:This role involves joining a dedicated team focused on piloting a premium grocery delivery service. As a Customer Support Representative I, you will ensure high-quality, error-free deliveries through live operations support. Responsibilities include proactive outreach to delivery drivers to clarify expectations and resolve any issues with urgency. Success in this role requires strong communication, troubleshooting, and organizational skills, and a commitment to ongoing learning. This position is ideal for strategic problem-solvers who can become subject matter experts and uphold an exceptional service experience.
Key Responsibilities:- Proactively reach out to drivers to set clear delivery expectations and provide detailed instructions.
- Address ad-hoc driver issues with empathy and efficiency.
- Execute workflows to maintain high service level agreements (SLAs) and support seamless delivery.
- Identify trends and communicate findings to improve overall processes.
- Develop expertise in company products, processes, and tools.
- Work collaboratively to establish world-class customer service within a high-impact technology platform.
Required Qualifications:- Bachelor's degree or equivalent work experience.
- Fluency in both English and Spanish.
- 2+ years of customer service experience in a fast-paced environment, ideally in technology, hospitality, grocery, or convenience sectors.
- High motivation, independent work capability, and problem-solving aptitude.
- Strong written communication skills, including grammar and adaptability to formal and casual tones.
- Typing speed of at least 40 WPM with high technical proficiency, especially in Google Sheets.
Preferred Qualifications:- Familiarity with G-Suite, Slack, Atlassian, and Salesforce.
- Previous experience in grocery and convenience sectors.
- Additional proficiency in customer support tools and processes.
Education: Bachelors Degree