Customer Support Specialist

Summary

Join Tovala, a food-tech company revolutionizing home cooking, as a Customer Support Specialist! You'll provide exceptional support to customers via chat, calls, and emails, ensuring a seamless experience from ordering to cooking. This role involves troubleshooting, identifying product improvement opportunities, and collaborating with the team. You'll work remotely or in the office, covering shifts between 8:00 am and 11:00 pm CT, including weekends. You'll contribute to a positive customer experience and help shape Tovala's service and brand. The position offers a competitive hourly rate and the chance to be part of a fast-growing, innovative company.

Requirements

• At least 1-3 years of customer service experience (preferred)
• Knowledge of customer service operational best practices
• Physical demands: sitting, vision for machine or computer operations
• You are available to work extended business hours and weekend shifts

Responsibilities

• Meet daily, weekly, and monthly KPIs (key performance indicators)
• Monitor and respond to escalated inquiries
• Develop expert-level knowledge of Tovala and support processes
• Use ticket data analysis to identify opportunities for product improvements
• Identify urgent trends and communicate to Support Leadership
• Use the appropriate macros and shortcuts to respond to customer inquiries, be prepared to craft responses from scratch when necessary
• Help monitor daily workflows to take necessary action to meet service levels
• Responsible for creating a positive environment and demonstrating the Tovala values while collaborating with team members
• Continuous improvement mindset and comfortable with constantly changing environment
• Maintaining high customer satisfaction
• Have fun! We want our customers to feel like they are truly a part of the Tovala family. A family that supports, solves problems, educates, and celebrates together while sharing the goodness of eating better

Preferred Qualifications

• Experience troubleshooting IT device issues is a plus
• Experience with Zendesk or similar support tools (preferred)
• You’re extremely responsive and patient
• You are positive and proactive in resolving customer issues
• You live for good food, so you understand the importance of a good home-cooked meal
• Strong verbal and written communication skills
• Masterful problem-solving skills – identifying the root cause and customer needs
• Strong computer skills, fast typing skills, and light technical troubleshooting experience
• Ability to multi-task and work cross-functionally – we are a fast-growing and fast-paced company
• A sense of humor and a team player

Benefits

• $19 - $21 an hour
• As a Customer Support Specialist, you will have the option of working remotely and also the chance to come into the office to collaborate with the team