Customer Support Representative-II

Job Summary:The Customer Support Representative-II will be responsible for ensuring a smooth and error-free execution of a white glove grocery delivery service. The role focuses on proactive communication with delivery drivers to ensure exceptional quality and a 0% error rate. You will work within a fast-paced, collaborative environment and be a key player in driving service excellence by addressing delivery issues, managing workflows, and identifying trends to improve processes. Fluency in Spanish is required for this position.Key Responsibilities: • Proactively reach out to dashers to set clear delivery expectations and instructions. • Address ad-hoc dasher issues with empathy and urgency. • Spearhead and execute workflows to meet exceptional SLAs. • Identify trends and communicate findings to the broader teams for process improvements. • Develop a deep expertise in product, processes, systems, and tools. • Provide world-class customer service as part of a collaborative team. • Assist in troubleshooting and problem-solving for delivery-related issues. • Ensure Client's brand voice and tone are upheld in written and verbal communication.Required Qualifications: • Bachelor's degree or equivalent work experience. • 2+ years of experience in a fast-paced customer service role in technology, hospitality, or grocery & convenience. • Highly motivated and able to work independently. • Natural problem solver, capable of triaging problems without predefined solutions. • Fluent in English with above-average technical fluency (typing speed of 40 WPM). • Strong written communication skills, including top-notch grammar, spelling, and the ability to write in Client's brand voice and tone. • Comfortable using tools like Google Sheets and other tech platforms.Preferred Qualifications: • Familiarity with G-Suite, Slack, Atlassian, Salesforce. • Previous experience in grocery & convenience. • Conversational proficiency in Spanish.Location: San Francisco, CAEducation: Bachelors Degree

Created: 2025-01-30