Offer summary

Qualifications:

3-5 years of relevant customer support experience, Demonstrated track record of positive customer interactions, Ability to operate in ambiguous and rapidly changing environments, Above average technological fluency, experience with Zendesk is a plus..

Key responsabilities:

Answer approximately 80 emails and text messages daily

Address time-sensitive customer issues with professionalism

Work cross-functionally to resolve customer order issues

Identify trends and escalate them to management promptly.

SuperStaff is a comprehensive outsourcing solutions provider dedicated to delocalizing your workforce, reimagining your systems and model, and putting cost savings to work to grow your enterprise. Founded in 2009, we launched our suite of services with technical specialist offerings like programming, design, and information technology. We’ve since expanded to add customer-facing services like customer support, and more recently, recruitment support. Led by a team of experts in outsourcing, we understand both the day-to-day challenges of business and how to address them as part of the big picture to support growing companies. Because successful outsourcing is about more than just reducing your overhead. It’s about breaking free of boundaries and adding real value through exceptional people and service. WHAT MAKES US DIFFERENT SuperStaff was established specifically to service our parent company in 2009. We grew as an extension of a family owned business and now service an enterprise that is the largest of its kind in the private sector. The company itself dates back to the 1930’s, but our utilization of technology leads the industry and reflects our focus on innovation which is our staying power. Because of our humble roots, we can connect with smaller businesses that want to grow and dominate their industries, because your story is our story too.

Job description

The Customer Success Associate I is responsible for the daily customer interactions . Your goal will be to provide an excellent customer experience and work cross-functionally to address customer-related questions. You will engage with our customers over email and text to resolve their order-related issues and be the eyes and ears of our customer’s experience.

What You’ll Do:

● Answer approximately 80 emails and text messages per day

● Address time-sensitive issues, such as payments, account questions, Fridge issues, or troubleshooting with professionalism.

● Develop expertise in all Farmer’s Fridge customer service platforms including, but not limited to: Customer Management Systems, ordering processors, payment systems, Zendesk

● Work cross-functionally with the App Opps and Tech teams to resolve issues that arise with customer orders or specific locations

● Identify trends and escalate to your manager promptly

● Issue refunds and provide coupons when appropriate to customers who have had an issue with their purchase

● Effectively resolve customers’ questions and issues promptly

● Engage positively with customers sharing their experience

Requirements

● 3-5 years of experience relevant to the above

● A demonstrated track record of positive customer support interactions

● Experience in a high-growth, rapidly changing environment, preferably in the food space

● The ability to operate in ambiguous situations and be flexible as the organization changes and grows - we are in a new place every quarter!

● A highly-motivated individual who excels when working autonomously and can attain daily KPis.

● Above average in technological fluency