Customer Support Specialist - Northeast

Odeko; United States; Remote; USD 52,000 - 60,000; Full time

Job summary

Odeko is on the lookout for a passionate Customer Support Specialist to join their remote team. In this role, you'll provide exceptional support to customers in the Northeast Region, ensuring their experience with Odeko is positive and fulfilling. Join a diverse team dedicated to enhancing the coffee shop experience through technology while growing your career in a fast-paced environment.

Benefits

Competitive compensation

Healthcare benefits

Equity opportunities

Growth opportunities

Qualifications

• 1+ years experience in customer service, support or success.
• Strong writing skills required.
• Ability to prioritize tasks independently.

Responsibilities

• Act as first point of contact for customer support.
• Create personalized service experiences for customers.
• Troubleshoot user problems with the Order Ahead app.

Skills

Customer care

Communication

Empathy

Problem-solving

Attention to detail

Tools

Hubspot

Shopify

Job description

Odeko is on a mission to champion your neighborhood cafes, coffee shops, and other establishments through technology. Whether we’re saving small business owners hours every week with our tech-based operating platform, reducing CO2 emissions by consolidating deliveries, or developing a user experience that makes every new customer feel like a regular, Odeko supports our small business partners from open to close. Local coffee shops and cafes are the backbone of any given community, and we’re here to help manage the day-to-day tasks with a platform so intuitive, it’s kinda like magic.

The Odeko team is diverse, passionate, and innovative. Our 400+ employees are spread across numerous departments and business lines, but are single-minded in our mission to develop technology to support the many needs of our customers. We believe that small businesses need support now more than ever, and that Odeko is uniquely positioned to provide that support.

Odeko is seeking motivated individuals to join our customer support team! The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Odeko community. You must have excellent communication skills, and a strong sense of empathy.

Key responsibilities:

• Act as the first point of contact for all customer support questions via email, chat, and social media
• Create an exceptional, personalized service experience for Odeko customers by providing friendly and timely support for the Northeast Region customers
• Troubleshoot user problems with the Odeko’s Order Ahead app and Supply Portal
• Assist in incoming questions from our ecommerce, shipping and bulk customers
• Maintain all support contacts and history in Hubspot, Odeko’s CRM
• Cross-functional partnership with the Account Management, Sales, Tech, and Operations team to resolve customer issues in a timely manner
• Review delivery reconciliations and issue credits when necessary
• Make recommendations to better the customer experience in the form of feature requests, fixing bugs reported by users, product inquiries, etc.
• Proactively create expert customer content (e.g. helpdesk articles, videos, webinars) to guide our customers
• Own performance to goal on customer satisfaction metrics (NPS, CSAT) and suggest ways to drive improvements in our metrics

Qualifications:

• Passion for customer care and a genuine desire to help our customers resolve issues
• 1+ years experience in customer service, support or success
• Hubspot and Shopify experience are a plus
• Advanced problem-solving skills with the ability to think creatively to resolve difficult situations
• Strong writing skills and impeccable attention to detail
• Computer proficiency required
• Comfortable in a fast-paced environment, subject to rapid change and uncertainty
• Experience balancing multiple tasks and customer needs simultaneously
• Ability to prioritize your workday independently.
• Flexible schedule, willing to work off hours and weekends

Remote position, East Coast timezone preferred. Schedule will be Sunday - Thursday. Sundays 9am-5pm EST, Monday - Thursday 10am-6pm EST.

Position is an L1 with compensation between $52,000 - $60,000

What you’ll love about Odeko:

• Fast-paced environment and growth opportunities - plenty of room for you to directly impact the company and enhance your career!
• Competitive compensation, healthcare benefits, and opportunity for equity
• Other great perks - Full lists of benefits available upon request

Odeko is proud to be a diverse, equitable, and inclusive employer. We encourage all to apply regardless of educational background, race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.

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