Customer Support

Picnic; Bogotá; Presencial; COP 27.900.000 - 46.872.000; Jornada completa

Descripción de la vacante

Picnic Bogotá is hiring a Customer Support Specialist to be the resident expert on our platform, processes, and policies. You will handle customer inquiries across email, chat, phone, and in-person interactions, using structured troubleshooting to resolve issues on the first contact and drive 100% customer satisfaction. You’ll collaborate with other teams to prioritize requests and help build scalable support practices.

Formación

• At least 1 year of experience in a track and trace or logistics role.
• English proficiency at C1 level.
• Strong problem-solving, service-oriented mindset, and organizational skills.
• Preferred: experience in a fast-paced, time-sensitive delivery environment.

Responsabilidades

• Become the resident expert on Picnic's platform, processes, and policies.
• Address customer complaints across email, chat, phone, and in-person channels using correct troubleshooting processes and language.
• Use good judgment to ensure escalations are solved on the first try.
• Respond quickly to customer inquiries to drive 100% customer satisfaction.
• Work cross-functionally with other departments to prioritize requests and allocate resources as needed.
• Help build best practices for the Customer Support Team.

Conocimientos

Problem solving

Service oriented mindset

Organizational skills

Descripción del empleo

Who we are

At Picnic, we’re reinventing the way employees experience lunch at work. By partnering with top local restaurants and batching hundreds of orders, we make it easy for companies to offer high-quality, individually packed meals, without fees or tips. Our mission is to create a seamless, affordable, and joyful lunch experience that benefits both employees and employers.

What you'll do

• Become the resident expert on our platform, processes, and policies.
• Use correct troubleshooting processes, language, and structure to address customer complaints over a variety of support channels (e-mail, chat, phone, in-person, etc.).
• Use good judgment and strong communication skills to ensure escalations are solved on the first try.
• Quickly respond to customer inquiries to ensure 100% customer satisfaction.
• Work cross-functionally with other departments to prioritize, coordinate and apply resources as needed.
• Help build best practices for our Customer Support Team.

What we're looking for

• At least one year of experience in a track and trace or logistics role.
• English proficiency at a C1 level.
• Strong problem-solving skills, a service-oriented mindset, and excellent organizational skills.
• Preferred: Experience in a fast-paced, time-sensitive delivery environment.

Why join us

• Drive real impact: Be part of building the operational engine behind a fast-growing startup that’s redefining how work gets done.
• Own your city: Take full ownership of your city’s performance and see the direct results of your ideas and execution every single day.
• Work with purpose: Join a mission-driven team focused on making the workplace experience better for thousands of people.
• Grow with us: At Picnic, there’s room to grow—personally and professionally as we scale and take on new challenges together.

What else you need to know

This role is based in our Bogotá office. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week.

Ready to join us as we serve those who serve others?

#LI-Onsite