Customer Support Representative-III

HireTalent; Canada; Remote; CAD 40,000 - 65,000; Full time

Job summary

Join a forward-thinking company as a Customer Support Representative, where you'll ensure exceptional service in a fast-paced environment. This role focuses on Live Operations, requiring strong communication and problem-solving skills. You'll proactively engage with delivery drivers, ensuring clarity and quality in service delivery. With a commitment to excellence, you'll become a subject matter expert on innovative products while contributing to a team dedicated to world-class customer service. If you're motivated, adaptable, and ready to make a difference, this opportunity is perfect for you.

Qualifications

• 2+ years in a fast-paced customer service role.
• Fluent in English with strong written communication skills.

Responsibilities

• Proactively contact delivery drivers to set clear expectations.
• Handle driver issues with empathy and urgency.

Skills

Communication Skills

Troubleshooting

Organizational Skills

Problem Solving

Technical Skills

Education

Bachelor’s Degree or Equivalent Work Experience

Tools

Google Sheets

G-Suite

Slack

Atlassian

Salesforce

Job description

Job Title : Customer Support Representative-III

Job Location : Remote

Job Duration : 1+ Months on W2

Job Description :

• You will be joining a small team responsible for ensuring successful deliveries with a 100% delivery rate.
• This role focuses on Live Operations, including proactive outreach to delivery drivers to ensure quality.
• Success in this role requires strong communication, troubleshooting, organizational skills, and a willingness to learn.
• You will become a subject matter expert on our new product and a strategic problem solver.
• You will be the first line of support, ensuring an exceptional service experience by setting expectations and resolving issues.

Key Responsibilities :

• Proactively contact delivery drivers to set clear expectations and instructions.
• Handle ad-hoc driver issues with empathy and urgency.
• Lead workflows to meet high SLAs.
• Identify trends and communicate findings to improve processes.
• Develop deep expertise in our product, processes, systems, and tools.
• Contribute to a team dedicated to world-class customer service for a leading technology platform.

Requirements :

• Hold a Bachelor’s degree or equivalent work experience.
• Have 2+ years of experience in a fast-paced customer service role within technology, hospitality, or grocery & convenience sectors.
• Be highly motivated and capable of working independently.
• Be a natural problem solver, willing to address undefined problems.
• Speak fluent English and possess above-average technical skills, including a typing speed of 40 WPM.
• Have excellent written communication skills, with proper grammar and spelling, and the ability to adapt tone to brand voice.
• Be comfortable using Google Sheets and other technological tools.
• Proficiency in both Spanish and English is a bonus.
• Additional familiarity with G-Suite, Slack, Atlassian, Salesforce, and prior experience in grocery & convenience are advantageous.