Operations and Client Support Associate

CaterCow; Seattle (WA); Remote; USD 50,000 - 65,000; Full time

Job summary

CaterCow, a fully remote catering company, is seeking a Customer Support Associate to enhance customer experiences. This role focuses on providing exceptional support while maintaining a personal touch in communication. Ideal candidates need strong interpersonal skills and prior restaurant or catering experience.

Benefits

Competitive Salary

Subsidized Health and Dental Insurance

401k with company match

Unlimited Vacation

All necessary tech equipment provided

Fully distributed (remote) team

Qualifications

• Experience in restaurant or catering industry valued.
• Positive, honest, and humble. Passion for helping people.
• Ability to maintain relationships and provide personal communication.

Responsibilities

• Provide clear and personal support to customers via email, text, and phone.
• Track and address customer and restaurant issues.
• Collaborate with teammates on improving internal processes.

Skills

Empathy

Communication

Analytical Thinking

Job description

CaterCow is a small team doing big things in the food world. We are a fully remote company spanning all 4 time zones across the country. Our team loves providing above and beyond support to customers and restaurant partners alike, and our users love this about us and tell us we have "heart and soul." Each teammate has a passion and genuine excitement to continuously improve a product that our customers and restaurant partners find incredibly helpful. We love honesty, feedback, and a desire to constantly learn and improve (we hope you do, too!)

Your job will evolve as we grow. These are just some of the daily tasks and responsibilities:

1. Overall, your focus is to make our customers happy by providing clear, concise, yet personal support. You might be guiding them with recommendations for delicious catering options, answering any concerns they have, or troubleshooting food delivery issues, along with many more opportunities to provide top-notch support! Communication will be done via email, text, and phone. We are not a call center.
2. Think strategically and analytically in your decision-making. React empathetically, humbly, and thoughtfully when things go wrong. We don't slap bandaids on issues; we want to prevent them from happening again, so we try to fix the root cause.
3. Track customer and restaurant issues to ensure they are properly addressed and that underperforming restaurants are identified.
4. Work with your teammates internally to identify processes and product features that can be improved to make your job easier. Also, be the voice for our users when they need to be heard.
5. The Operations role allows you to develop a 360 view of everything here at CaterCow. As you progress, there may be opportunities to explore further areas such as account management, restaurant partnerships, sales, and business development.

Requirements

1. Above all, you are a positive, honest, and humble person that loves to help people, as well as build & maintain relationships.
2. Our support team is the foundation of our business. This role requires providing daily support to our user base. You'll be using a lot of empathy and will face challenging situations where you'll need to remain positive and helpful each day.
3. Recent restaurant/catering experience is valued, as the support associate will frequently interact with restaurant management.
4. You do not use ChatGPT etc. to write your emails for you. That's not how our team operates. One of the big reasons our customers love us is that we provide a personal touch in all our communication. AI cannot do what we do on this team.

Benefits

1. Competitive Salary, based on experience: $50k to $65k
2. Subsidized Health and Dental Insurance
3. 401k with company match
4. Unlimited Vacation (on top of the normal holidays)
5. All necessary tech equipment provided
6. Fully distributed (remote) team
7. Working Days: Monday-Friday
8. Working Hours: 9am - 6pm ET
9. Additional shift options: 10:30am - 7:30pm ET
10. All new employees will work one weekly "evening shift" from 10:30am - 7:30pm ET (same day each week)

Application

If you found us via AngelList/Wellfound or another platform, please apply via Workable (our applicant tracking system) and NOT on AngelList/Wellfound. We have specific application questions only visible on Workable.

We will need your resume, cover letter, and answers to 4 questions. Applications submitted outside this process will not be reviewed. Thank you for your understanding and your interest in joining us!