Customer Service Representative (100% Remote)

Our Customer is a technology company that connects people with the best of their neighborhoods across the US, Canada, Australia, Japan, and Germany. They enable local businesses to meet consumers’ needs of ease and convenience, and, in turn, generate new ways for people to earn, work, and live. By building the last-mile logistics infrastructure for local commerce, they’re fulfilling their mission to grow and empower local economies.

We are seeking a Customer Service Representative on a contract basis to help support our Customer's business needs. This role is 100% remote.

Responsibilities:

• Triage and resolve inbound inquiries across chat, phone, and email.
• Escalate issues to specialized teams when necessary.
• Drive outbound communications and proactive updates during incidents, delays, or product changes.
• Monitor live deliveries in real time, intervene to unblock orders, and exercise judgment on compensation or goodwill gestures.
• Analyze support trends, document root causes, and recommend workflow or policy improvements.
• Design and operationalize scalable support processes, playbooks, macros, and tooling requests.
• Partner with cross-functional teams to implement changes that reduce escalations and improve support efficiency.

Skills and Qualifications:

• Strong written and verbal communication skills with the ability to communicate clearly under pressure.
• Calm, sound decision-making in high-stakes or fast-moving situations.
• Comfort using data, SQL, or dashboards to analyze patterns and make recommendations.
• Proven ownership mindset with a bias toward continuous improvement.

Preferred

• Experience in customer operations, support, or incident management.
• Familiarity with process design, automation, or tooling requests.
• Background in fast-paced, high-growth environments.
• Prior CSR experience in restaurants

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.