We are seeking experienced remote Customer Care Agents with a background in food delivery support or fast-paced, real-time customer service. This role involves managing both B2C and B2B support requests across multiple channels, including HubSpot, email, chat, Slack, phone calls, and WhatsApp. The successful candidate will be adept at collecting evidence, thoroughly investigating issues, and ensuring a seamless customer experience.
What You'll Do:
- Multi-Channel Support: Respond to inbound and outbound support requests via email, phone, chat, SMS, and internal messaging platforms.
- Ticket & Case Management: Have a sense of ownership to respond to and resolve B2C, B2B and internal requests within established service levels.
- Evidence Collection & Issue Resolution: Meticulously document cases to determine accountability for delivery issues.
- Cross-Functional Collaboration: Work closely with team leads and other departments (Customer Success, Tier 2, Back Office, Menu, ePayments) to address and resolve support issues.
- Process Improvement: Contribute to the development and refinement of customer care playbooks, templates, and policies.
- Tool Utilization: Utilize various cloud-based tools, including delivery company portals and internal dashboards, to efficiently manage support tasks.
What You Bring:
- Customer Service Expertise: Proven experience in fast-paced, real-time support environments, preferably within the restaurant, food delivery or similar industries.
- Technical Proficiency: Familiarity with HubSpot, Slack, and other support tools. Experience with delivery driver dispatch or company portals is a plus.
- Communication Skills: Strong written and verbal English skills are essential. Additional languages are a bonus, though not required.
- Remote Work Readiness: Must have a dedicated, quiet workspace at home, reliable high-speed internet, and the necessary technology.
- Detail-Oriented: Ability to carefully document cases and communicate effectively with both B2C and B2B clients.
Requested Technology & Equipment:
- Personal computer or laptop with up-to-date software
- High-speed internet connection
- Keyboard, mouse, working webcam, and headset with a microphone
- Primary 24” monitor (with an additional 24” monitor preferred)
Shift & Schedule
- Shift Options: Will include weekends; 8 AM - 5pm EST; 12 PM - 9pm EST; or 4pm - 1am EST - subject to change (9-hour shifts w/ 1 hour meal break).
- Additional shift flexibility available based on business needs.
What We Offer
- Competitive Compensation: A strong and competitive pay package based on performance.
- Flexible Remote Environment: Work from the comfort of your own space with a flexible schedule.
- Paid Time Off: A responsible and supportive paid time off policy.
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