Customer Support Representative-II

Customer Support Specialist
 
 Location: Remote – USA
 Contract: 6 months with possibility to be extended
 Contract Type: W2 under staffing supplier 
 Shift: Monday - Saturday, 8 AM - 6 PM CST
 Pay Rate: $22/h
 Start date: Mid August
 

About the Role

Join a pioneering team as a Customer Support Specialist, focused on live operations for the client's new health sector offering. Your primary responsibility will be to ensure the flawless execution of deliveries, aiming for a 0% error rate. This is a highly proactive role that involves engaging with delivery drivers and merchants to maintain exceptional quality standards. You'll be the first line of defense, providing world-class service and becoming a subject matter expert in this vital new product.

What You'll Do

• Proactively identify potential issues and failures, implementing effective mitigation strategies.
• Address merchant and Dasher (delivery driver) concerns with empathy and urgency.
• Spearhead and execute workflows to meet and exceed service level agreements (SLAs).
• Identify recurring trends and communicate findings to broader teams to drive process improvements.
• Develop deep expertise in the client's product, processes, systems, and tools.
• Contribute to a collaborative team dedicated to providing world-class customer service in a leading technology platform.

What We're Looking For

• Must be bilingual in Spanish.
• A Bachelor's degree or equivalent work experience.
• 2+ years of experience in a fast-paced customer service role within technology, hospitality, or healthcare.
• A highly motivated individual who can work independently.
• A natural problem solver, capable of triaging issues without pre-defined solutions.
• Fluent in English with above-average technical fluency (typing speed of 40 WPM or more).
• Effective written communication skills, including excellent grammar, spelling, and the ability to adapt writing style.
• Above-average technological fluency, especially comfortable with Google Sheets.

Bonus Points For

• Familiarity with G-Suite, Slack, Atlassian, and Salesforce.
• Previous experience in healthcare.