Customer Support Representative-III

LanceSoft Inc; San Francisco (CA); Remote; USD 40,000 - 70,000; Full time

Job summary

Join an innovative firm as a Customer Support Representative, where you'll play a crucial role in ensuring exceptional service delivery. This fully remote position offers a chance to work with a collaborative team dedicated to world-class customer support for a leading technology platform. You'll leverage your strong communication and problem-solving skills to address customer inquiries and set clear expectations. With a focus on continuous improvement, you'll develop workflows and identify trends to enhance service quality. If you're passionate about customer service and eager to grow in a dynamic environment, this opportunity is perfect for you!

Benefits

Medical Insurance Options

Dental and Vision Insurance

401(k) Contributions

Critical Illness Insurance

Life Insurance

Accident Insurance

Other Employee Perks

Qualifications

• 2+ years in a fast-paced customer service role in technology or hospitality.
• Fluent in English with above-average technical skills.

Responsibilities

• Ensure successful deliveries with a 100% delivery rate.
• Proactively communicate with delivery drivers to maintain quality.

Skills

Communication Skills

Troubleshooting Skills

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 Details:

Title: Customer Support Representative-III

Work Location: 100% Remote

Duration: 2+ months

Schedule: Willing to work an 8-hour shift 7 days/week

Job Description

1. You will be joining a small team responsible for ensuring successful deliveries with a 100% delivery rate.
2. This role focuses on Live Operations, including proactive outbound communication to delivery drivers to ensure quality.
3. Success in this role requires strong communication, troubleshooting, organizational skills, and a desire to learn.
4. You will be a strategic problem solver and a subject matter expert on our new product.
5. You will serve as the first line of defense, ensuring clients receive exceptional service by setting clear expectations and resolving issues.

Why you’ll be excited about this opportunity

• Proactively reach out to dashers to set clear expectations and instructions.
• Address dasher issues with empathy and urgency.
• Develop workflows to meet SLAs, identify trends, and communicate findings to improve processes.
• Gain deep expertise in our product, processes, and tools.
• Be part of a collaborative team that prides itself on world-class customer service for a leading technology platform.

Experience

• Bachelor’s degree or equivalent work experience.
• 2+ years in a fast-paced customer service role in technology, hospitality, or grocery & convenience.
• Highly motivated, able to work independently.
• Natural problem solver, willing to tackle undefined problems.
• Fluent in English with above-average technical skills (typing speed of 40 WPM).
• Effective written communication skills, with good grammar and tone adaptability.
• Comfortable with Google Sheets and technological fluency.
• Proficient in both Spanish and English conversationally.

Bonus points for

• Experience with G-Suite, Slack, Atlassian, Salesforce.
• Previous experience in grocery & convenience sectors.

Employee Benefits

• Medical insurance options.
• Dental and vision insurance.
• 401(k) contributions.
• Critical illness, life, and accident insurance.
• Other employee perks.