Client Support Representative

1 week ago


Portland, Oregon, United States Odeko Full time
Job OverviewCompany Background

Odeko is dedicated to empowering local cafes, coffee shops, and similar establishments through innovative technology solutions. Our mission is to streamline operations for small business owners, reduce carbon footprints through optimized deliveries, and create a user-friendly experience that fosters customer loyalty. We recognize that local coffee shops and cafes are vital to community life, and we aim to simplify their daily operations with our intuitive platform.

The Odeko team is composed of diverse, passionate, and forward-thinking individuals. With over 400 employees across various departments, we are united in our goal to develop technology that meets the diverse needs of our clients. We understand that small businesses require support now more than ever, and Odeko is uniquely equipped to provide that assistance.

We are looking for enthusiastic individuals to enhance our customer support division. The ideal candidate is someone who is deeply committed to customer satisfaction and understands the importance of being a strong advocate for the Odeko community. Exceptional communication skills and a profound sense of empathy are essential.

Key Responsibilities:

  • Serve as the primary contact for all customer inquiries through various communication channels.
  • Deliver a personalized and exceptional service experience for Odeko clients by providing prompt and friendly support.
  • Assist users in troubleshooting issues related to the Odeko application.
  • Maintain detailed records of all customer interactions in a CRM system.
  • Provide insights and suggestions to enhance the customer experience, including feature requests and bug fixes.
  • Collaborate with Account Management, Sales, Tech, and Operations teams to resolve customer issues efficiently.
  • Proactively develop customer support content, such as helpdesk articles and instructional videos.
  • Take ownership of customer satisfaction metrics and propose strategies for improvement.
  • Work closely with warehouse operations teams to ensure a seamless customer experience.

Qualifications:

  • A genuine passion for customer service and a desire to assist clients in resolving their issues.
  • Minimum of 1 year of experience in a customer service role.
  • Strong problem-solving abilities with a creative approach to overcoming challenges.
  • Excellent writing skills and meticulous attention to detail.
  • Proficient in computer applications.
  • Ability to thrive in a fast-paced and dynamic environment.
  • Familiarity with smartphone applications (iOS and Android).
  • Experience managing multiple tasks and customer needs simultaneously.
  • Ability to independently prioritize daily tasks.
  • Willingness to work flexible hours, including evenings and weekends.
  • This position allows for remote work with occasional visits to client or warehouse locations.

Position is classified as an L1 with a salary range of $52,000 - $60,000.

What We Offer:
  • A dynamic work environment with opportunities for professional growth and direct impact on the company.
  • Competitive salary, comprehensive healthcare benefits, and potential for equity.
  • A variety of additional perks - full benefits details available upon request.

Odeko is committed to fostering a diverse, equitable, and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of education, race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status.



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