Customer Support Representative-II

3 weeks ago


San Francisco, United States LanceSoft Inc Full time

Description:

  • Company is launching a new offering in the health sector.
  • You will be joining a small team responsible for ensuring that we are able to successfully execute deliveries with a 0% error rate.
  • This role is focused on Live Operations and will include proactive outbounds to our delivery drivers and merchants to drive exceptional quality.
  • To succeed in this role, you will need to have strong communication, troubleshooting and organizational skills, and a desire to continue learning.
  • You’ll be a strategic problem solver and become a subject matter expert in all things related to our new product.
  • You will be the first line of defense, ensuring that Company provides an exceptional service experience when something goes wrong.
 
Responsibilities:
  • Proactively identify issues and potential failures and implement mitigation tactics
  • Address merchant & dasher issues with empathy and urgency
  • Spearhead & execute workflows that ensure we meet exceptional SLAs
  • Identify trends & communicate findings to the broader teams to improve our processes
  • Develop deep expertise in our product, processes, systems, tools
  • Be an early part of a collaborative team that prides itself on world-class customer service for a vital industry leading technology platform
 
Requirements:
  • Bachelor’s degree or an equivalent amount of work experience
  • 2+ years of work experience in a fast-paced customer service role in technology, hospitality or healthcare
  • Highly motivated individual that can work independently
  • Natural problem solver, willing to triage problems that may not have a pre-defined solution
  • Speak fluent English and have above average technical fluency (typing speed of 40 WPM).
  • Effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually using Company’s brand voice and tone
  • Above average in technological fluency
  • Comfortable with Google Sheets Bonus points for... Familiarity with G-Suite, Slack, Atlassian, Salesforce Previous experience in healthcare.

 

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