Customer Support Representative-II

Customer Support Specialist, Live Operations
 
 Location: Remote – USA
 Contract: 6months with possibility to be extended
 Contract Type: W2 under staffing supplier 
 Pay Rate: $22/h
 Start date: Mid August
 

This is a Customer Support role focused on Live Operations for the client's new offering in the health sector. You'll join a small team responsible for ensuring 0% error rate for deliveries. This will involve proactive outreach to delivery drivers and merchants to drive exceptional quality. To succeed, you'll need strong communication, troubleshooting, and organizational skills, along with a desire for continuous learning.

What You'll Do

You'll be a strategic problem-solver and a subject matter expert for our new product, acting as the first line of defense to ensure the client provides an exceptional service experience when issues arise. You'll be excited about this opportunity because you will:

• Proactively identify issues and potential failures, implementing mitigation tactics.
• Address merchant and Dasher (delivery driver) issues with empathy and urgency.
• Spearhead and execute workflows that ensure we meet exceptional SLAs.
• Identify trends and communicate findings to the broader teams to improve processes.
• Develop a deep expertise in our product, processes, systems, and tools.
• Be an early part of a collaborative team that prides itself on world-class customer service for a vital, industry-leading technology platform.

What We're Looking For

We're excited about you because you:

• Have a Bachelor’s degree or equivalent work experience.
• Have 2+ years of work experience in a fast-paced customer service role in technology, hospitality, or healthcare.
• Are a highly-motivated individual who can work independently.
• Are a natural problem-solver, willing to triage problems that may not have a pre-defined solution.
• Can speak fluent English and have above-average technical fluency (typing speed of 40 WPM).
• Have effective written communication skills—including top-notch grammar, spelling, and the ability to write both formally and casually using the client’s brand voice and tone.