Customer Support Representative Level 1
2 weeks ago
Mad Mobile is leading the charge in building the next generation of retail and restaurant experiences. In today's rapidly evolving market, customer expectations continue to change, and Mad Mobile is at the forefront of innovation. We empower customers to engage and purchase from brands seamlessly, whether they're in-store, outside the four walls, or on the go. Our platform already supports some of the biggest brands, and we're always looking for new ways to engage with Customers, increase in-store productivity and ultimately drive transactional value. If you're passionate about creating exceptional experiences and shaping the future of retail and restaurants, Mad Mobile is the place for you
About the Role:
The L1 Customer Support Representative will play a vital role in providing superior customer support to CAKE product users. Reporting to the Customer Support Manager, you will be responsible for answering and documenting customer calls, resolving inquiries, and ensuring customer satisfaction. Success in this role will depend on your ability to deliver excellent service, demonstrate strong problem-solving skills, and collaborate effectively with the team.
Location: The role is a Hybrid role at our Tampa, FL Office
In this role, you will:
Own the customer support process and ensure timely and effective resolution of customer inquiries.
Define customer support protocols and procedures, maintaining a high level of professionalism and adherence to company policies.
Develop a deep understanding of CAKE products and services to provide accurate and comprehensive support.
Deliver exceptional customer service by actively listening to customers, providing relevant solutions, and maintaining a positive rapport.
Communicate effectively with customers via phone, email, SMS, and Chat, offering product guidance, troubleshooting assistance, and alternative solutions.
We are looking for someone who has:
Excellent written and verbal communication skills to engage effectively with customers.
Strong problem-solving and deductive reasoning abilities to diagnose and resolve customer issues.
The ability to document troubleshooting steps and solutions accurately.
Demonstrated conflict resolution skills to handle challenging customer interactions.
The ability to thrive in a fast-paced, service-oriented environment with high expectations.
Strong collaboration skills to work effectively with the support team and other departments.
You may be a good fit if you have these additional skills and/or educational background:
1+ years of customer service experience in a phone call-center, chat/SMS customer communication environment, or front-of-house restaurant position.
Experience in the hospitality industry (restaurants, hotels, or retail) in front-of-house operations.
Knowledge of point-of-sale (POS) systems or other hospitality/retail technology.
Familiarity with networking or technical troubleshooting.
Our core values:
Customer – WE believe that our customers deserve the best from us every day.
Accountability – WE take ownership and make things happen.
Teamwork – WE win as a team and have fun doing it.
Innovation – WE innovate
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