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 & verbal communication skills , with professionalism & empathy.
- Ability to problem-solve quickly , ensuring positive customer experience .
- Comfortable supporting multiple merchants simultaneously in fast-paced environment .
- Tech-savvy , with ability learn & adapt new tools & systems .
- Previous experience hospitality , food & beverage or restaurant-adjacent industry is plus .
Why Join?
- Competitive salary based on experience .
- Flexible remote work schedule .
- Opportunity work with fast-growing company 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 a video showcasing your skill sets