Customer Success Specialist

KellyOCG; San Francisco (CA); Sur place; USD 39 000 - 52 000; Plein temps

Résumé du poste

KellyOCG is seeking a Customer Support Representative II in San Francisco to provide operational and customer support for a growing meal delivery program and emerging categories. You will interact with customers, merchants, and partners while contributing to quality management and process improvements.

The role involves learning internal tools, supporting pilots, and helping resolve fulfillment issues. Strong attention to detail and the ability to adapt to changing priorities are essential.

Qualifications

• Strong attention to detail.
• Ability to adapt effectively to changing contexts and priorities.
• Experience using Slack and customer support tools like Zendesk or Salesforce.
• Experience in last-mile logistics, delivery operations, or delivery-focused customer service.

Responsabilités

• Provide customer, merchant, and delivery-partner support.
• Monitor and support daily operational quality.
• Follow and provide feedback on standard operating procedures.
• Learn and effectively use internal tools and support systems.
• Identify fulfillment issues before they become widespread or persistent.
• Document customer and operational issues accurately.
• Collaborate with internal teams to resolve escalated or recurring problems.
• Support the launch, testing, and refinement of new pilot initiatives.
• Adapting to changing priorities, processes, and business requirements.

Connaissances

Attention to detail

Adaptability

Customer service

Last-mile logistics

Outils

Slack

Zendesk

Salesforce

SQL

Description du poste

Pay Rate: $33.16/hour

Visa Sponsorship: not applicable

Schedule: Saturday through Wednesday - 9:00 a.m. to 6:00 p.m. Central Time (flexibility to adjust the weekly schedule as business needs require).

Position Summary

The Customer Support Representative II will provide operational and customer support for a growing meal delivery and emerging categories program. This role will support daily quality management, execute standard operating procedures, and provide feedback to improve operational processes.

The representative will use internal tools and support platforms while interacting regularly with customers, merchants, delivery partners, and internal teams. This position will help identify fulfillment challenges early, support issue resolution, and contribute to the launch and testing of new pilot initiatives.

An account management background may be beneficial for this role.

Key Responsibilities

• Provide customer, merchant, and delivery-partner support.
• Monitor and support daily operational quality.
• Follow, execute, and provide feedback on standard operating procedures.
• Learn and effectively use internal tools and support systems.
• Identify fulfillment issues before they become widespread or persistent.
• Document customer and operational issues accurately.
• Collaborate with internal teams to resolve escalated or recurring problems.
• Support the launch, testing, and refinement of new pilot initiatives.
• Adapt to changing priorities, processes, and business requirements.

Required Qualifications

• Strong attention to detail.
• Ability to adapt effectively to changing contexts and priorities.
• Experience using Slack.
• Experience with customer support tools such as Zendesk or Salesforce.
• Experience in last-mile logistics, delivery operations, or delivery-focused customer service.

Preferred Qualifications

• Experience using SQL.
• Experience supporting operational pilots or newly launched programs.
• Familiarity with fulfillment, delivery, or marketplace operations.