Customer Support Specialist - Northeast - Remote

Overview

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.

In Short

• 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.

Requirements

• 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.

Benefits

• 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.