Level 1 Customer Service Representative

Summary

Join Cut+Dry, a fast-growing FoodTech startup, as a Level 1 Customer Service Representative! This fully remote, North America-based position is perfect for a flexible, results-oriented individual. You will be the first point of contact for customers, providing friendly and efficient support via phone, email, and chat. You'll troubleshoot issues, escalate complex problems, and contribute to process improvements. This role requires excellent communication and problem-solving skills, along with a passion for helping people. Cut+Dry offers a results-driven culture, stock options, comprehensive health benefits, unlimited PTO, and a flexible remote work environment.

Requirements

• Proven ability to provide exceptional customer service and build rapport with customers
• Excellent written and verbal communication skills, including active listening and clear articulation
• Strong problem-solving skills and the ability to think creatively to find solutions
• Comfortable using computers and learning new software applications
• Ability to work effectively in a team environment and collaborate with others
• A passion for customer service and a commitment to exceeding customer expectations

Responsibilities

• Provide friendly and helpful support to customers via phone, email, and chat, addressing their questions and basic technical issues with the Cut+Dry platform
• Guide customers through common troubleshooting steps and provide clear instructions on how to use our product's features
• Accurately log and track customer interactions in Jira Service Management, ensuring all relevant information is captured
• Escalate complex technical issues to Level 2 Support Specialists, providing detailed information about the customer's problem
• Proactively identify and communicate recurring customer issues to the team, contributing to process improvements and a better customer experience
• Contribute to the knowledge base by documenting solutions to common customer questions and creating easy-to-understand FAQs
• Collaborate with other team members to ensure seamless customer support and a positive team environment
• Stay up-to-date on product updates and new features to provide accurate and helpful information to customers
• Participate in on-call rotation to provide after-hours support for critical issues, ensuring 24/7 coverage for our customers

Preferred Qualifications

• Experience in a customer service role, preferably in a call center or technical support environment, is an asset
• Familiarity with Jira Service Management is a strong asset

Benefits

• Results-driven company culture that encourages a balanced lifestyle
• Stock options package
• Paid Medical, Dental, and Vision
• Unlimited PTO
• Flexible remote (work-from-anywhere) environment
• Laptop provided