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.

Our Customer is seeking a Customer Support Representative on a contract basis to help support their business needs. In this role, you will be joining a small team responsible for ensuring that they are able to successfully execute deliveries with a 0% error rate. This role is focused on Live Operations and will include proactive outbounds to the delivery drivers and merchants to drive exceptional quality. To succeed in this role you will need to have strong communication, troubleshooting and organizational skills, and a desire to continue learning. You’ll be a strategic problem solver and become a subject matter expert in all things related to the new product. You will be the first line of defense, ensuring that the company provides an exceptional service experience when something goes wrong.

This role is 100% remote and time-zone flexible (between ET and PST). This role will focus on deliveries in CT - you will need to be available between 8am - 6pm CST, Mon - Sat.

• Proactively identify issues and potential failures and implement mitigation tactics
• Address merchant & delivery driver issues with empathy and urgency
• Spearhead & execute workflows that ensure exceptional SLAs are met
• Identify trends & communicate findings to the broader teams to improve the processes
• Develop a deep expertise in product, processes, systems, tools

• Bachelor’s degree or equivalent amount of work experience
• 2+ years of work experience in a fast-paced customer service role in technology, hospitality or healthcare
• Highly-motivated individual that can work independently
• Natural problem solver, willing to triage problems that may not have a pre-defined solution
• Can speak fluent English and have above average technical fluency (typing speed of 40 WPM)
• Effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually using the brand voice and tone
• Above average in technological fluency - and are especially comfortable with Google Sheets
• Bonus points for... Familiarity with G-Suite, Slack, Atlassian, Salesforce
• Previous experience in healthcare Note on Logistics a plus

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.