Description
Our client, a leading platform that powers membership and subscription programs for top restaurants and chefs, is seeking a Customer Experience (CX) Agent to provide seamless customer support and maintain high service standards. This role is ideal for a problem-solver with strong communication skills, attention to detail, and the ability to handle customer inquiries efficiently in a fast-paced environment.
Location: Remote, Full-Time, 11 AM - 7 PM EST
Key Responsibilities:
- Manage and respond to customer inquiries via email, chat, and ticketing systems, ensuring timely and high-quality resolutions.
- Resolve subscription, payment, and order fulfillment issues for end-customers across multiple restaurant partners.
- Troubleshoot technical issues, escalating complex cases to internal teams when necessary.
- Assist in transitioning to a new CX platform (e.g., ZenDesk, Intercom), ensuring a smooth migration of customer support operations.
- Implement and support live chat functionality, helping define coverage hours and engagement strategies.
- Track and analyze customer support metrics, providing insights to improve response times and service quality.
- Maintain a deep understanding of the platform and services to provide accurate and helpful support.
What Success Looks Like:
- Quick and effective customer issue resolution.
- Seamless implementation of live chat support.
- Efficient transition to a new CX platform.
- Improved customer experience measured through support metrics and satisfaction ratings.
Key Qualifications & Skills:
- 1+ years of experience in customer support ideally in e-commerce hospitality SaaS or subscription-based services.
- Experience with FreshDesk ZenDesk Intercom or similar customer support platforms.
- Strong written and verbal communication skills with professionalism and empathy.
- Ability to problem-solve quickly ensuring a positive customer experience.
- Comfortable supporting multiple merchants simultaneously in a fast-paced environment.
- Tech-savvy with the ability to learn adapt new tools systems.
- Previous experience in hospitality food & beverage or restaurant-adjacent industry is a plus.
Why Join?
- Competitive salary based on experience.
- Flexible remote work schedule.
- Opportunity to work with fast-growing company in hospitality tech space.
- Professional development opportunities.
Application Process:
To be considered for this role these steps need to be followed:
1. Fill in the application form
2. Record video showcasing your skill sets