Job Description

Customer Support Representative

At Fooda, we bring better lunch experiences to office workers everywhere. We are on a mission to mobilize a global network of people, restaurants, and businesses to make food delivery more affordable, sustainable, reliable, efficient, and delightful for everyone. Our team is guided by the shared belief that it is not just about the foodit is about how food makes us feel and what it enables us to achieve. We take risks, embrace failure, ask questions, and learn from our mistakes because we know it is what we need to grow and succeed, both as individual contributors and together as a team.

Position Overview: In the role of Customer Support Representative, you will be instrumental in providing outstanding customer service that reflects our core values. You'll be responsible for efficiently resolving customer concerns and managing escalated calls, emphasizing a proactive and authentic approach. Your commitment goes beyond the norm, as you actively pursue solutions that not only address customer issues but also enhance the satisfaction of both our customers and restaurant partners.

Key Responsibilities:

• Handle 80-100 tickets per day with a target SLA of 80%+
• Address team inquiries and independently resolve complex tickets using best practices
• Ensure all tickets are completed by the end of the day and accurately tagged
• Follow up on customer inquiries and provide timely updates on ongoing cases
• Make independent support decisions regarding order cancellations, delays, and delivery issues

• Work closely with external departments (sales, marketing, product, finance) to resolve complex issues
• Share new insights with the team to improve performance
• Attend all team and company meetings
• Actively participate in daily team standups, occasionally leading or backing up

• Perform in-office duties and participate in LDRS
• Onboard and train new hires
• Update support policies and procedures in OneNote
• Identify and implement improvements in customer support processes
• Handle ad-hoc projects assigned by the manager and manage RP Dashboard pop-ups

• Customer Satisfaction Score (CSAT)
• First Response SLA %
• Consistently complete projects as directed
• Lead and demonstrate support values

Qualifications:

• 0 - 3 year of customer service experience, preferably in a high-volume setting
• Experience with customer service software, HubSpot proficiency preferred
• Excellent verbal and written communication skills
• Strong problem-solving abilities with a proactive approach
• Genuine empathy and a positive attitude in customer interactions
• Ability to collaborate effectively with internal teams
• Flexibility to adapt to changing priorities and scenarios
• Proven ability to take initiative in issue resolution

Pay: $18-$20/hr

Must be authorized to work in the United States on a full-time basis. No recruiters please.

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