Customer Support Representative

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 Support Representative on a contract basis to help support our Customer’s business needs. This role is 100% remote in CST hours.You will be joining a small team responsible for ensuring that we are able to successfully execute deliveries with a 0% error rate. This role is focused on Live Operations and will include proactive outbounds to 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.What You'll DoProactively identify issues and potential failures and implement mitigation tactics Address merchant & dasher issues with empathy and urgency Spearhead & execute workflows that ensure we meet exceptional SLAs Identify trends & communicate findings to the broader teams to improve processes Develop a deep expertise in the product, processes, systems, tools Be an early part of a collaborative team that prides itself with world-class customer service for a vital industry leading technology platform Must-havesBachelor’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 A 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 Above average in technological fluency - and are especially comfortable with Google Sheets Familiarity with G-Suite, Slack, Atlassian, Salesforce Previous experience in healthcare Note on Logistics (preferred) 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.Please Note: In order to create a safe, productive work environment, our client is requiring all contractors to be fully vaccinated according to the CDC guidelines. Prior to coming into our offices, contractors will be required to attest that they are fully vaccinated.Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)Health Benefits: Medical, Dental, Vision, Life (including spouse & child), 401k, STD/LTD, AD&D, and Commuter Benefits program.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.