Customer Support 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 our 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.

Join a small and agile team dedicated to achieving a 100% successful delivery rate. This role focuses on live operations and requires proactive outreach to delivery drivers to ensure high-quality execution. Success in this role requires strong communication, troubleshooting, and organizational skills, along with a continuous learning mindset. The role involves strategic problem-solving and becoming a subject matter expert in the processes, systems, and tools supporting a new delivery product.

Responsibilities:

• Proactively contact delivery drivers to provide clear order expectations and special instructions.
• Spearhead and execute workflows to meet exceptional service level agreements (SLAs).
• Identify performance trends and communicate findings to cross-functional teams for process improvement.
• Develop expertise in products, systems, tools, and internal operations.
• Act as a first responder for live issues, providing frontline support when problems arise.
• Collaborate with a growing, service-oriented team dedicated to delivering outstanding customer experiences.

Qualifications:

• Bachelor’s degree or equivalent work experience.
• 2+ years of experience in a fast-paced customer service environment, ideally in technology, hospitality, grocery, or convenience sectors.
• Will need to be available between 9am - 7pm (Mon - Sun)
• Proven ability to work independently and take initiative.
• Strong problem-solving skills with a willingness to address undefined issues.
• Fluent in English, with strong written communication skills, proper grammar, and the ability to write professionally or conversationally as needed.
• Above-average technical fluency, including typing speed of at least 40 WPM.
• Proficient in Google Sheets.
• Conversational fluency in English.

Preferred:

• Familiarity with G-Suite, Slack, Atlassian, and Salesforce.
• Previous experience in the grocery, convenience, or last-mile delivery sectors.

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.