Customer Support Representative II

Title: Customer Support Representative-II - 32039 Location: Remote, Connecticut (CT), EST hours Classification: W2 under staffing supplier Contract Duration: 3 months Schedule: Wednesday - Sunday, 40 hours/week (weekend availability required) Compensation: $26.29/hour Visa Sponsorship: Not availablePosition OverviewA dynamic operations and support team is seeking an adaptable Customer Support Representative to deliver daily quality management and customer service across corporate and catering programs. This role involves proactive monitoring, direct customer/merchant interaction, feedback on procedures, and participation in pilot launches—all key to building and testing new business categories.Key ResponsibilitiesDeliver responsive, high-quality support for customers, merchants, and delivery partners with a focus on last-hour logistics.Monitor fulfillment performance, proactively identify challenges, and escalate to prevent widespread or persistent issues.Execute, review, and provide feedback on standard operating procedures for Corporate and Catering programs.Master internal tools for support and quality management, adapting to business and platform changes.Actively participate in pilot program launches and operational tests, contributing feedback and operational insights.Collaborate with cross-functional teams to optimize fulfillment and customer experience in emerging categories.QualificationsExcellent verbal communication skills and attention to detail.Strong adaptability in changing, evolving contexts.At least one year of customer service experience, especially in delivery/logistics or high-touch support environments (not call center).Experience supporting pilot launches or new operational initiatives is a strong plus.Reliable internet and remote work setup for consistent performance.Nice to Have:Experience using Slack or similar team communication tools.Bilingual (Spanish/English proficiency).