What you will do

Resolve tickets via email and (occasionally) on the phone with clear, concise, empathetic communication, helping to identify, debug, and escalate higher priority issues to our engineering and product teams

Help to collect and analyze customer feedback, using ticket data to identify recurring issues that, when fixed, improve both the customer experience and the product, driving our mission to reduce food waste

Help to build and improve upon our debugging, triaging, and escalation protocol to make support at Afresh effective, timely, and a delightful experience for our end users

Deeply understand our Client’s customers’ needs, how our different Partners’ needs differ, and serve as the voice of the customer

Grow with the organization and our needs as a team, potentially specializing in specific Partner needs, and/or helping to build out the team by training future teammates.

• Strong strategic and analytical thinker with exceptional execution and problem solving capabilities
• Acute attention to detail; you live for the thrill of connecting the dots
• A clear, concise, empathetic writer and exceptional communicator who can internalize customers’ feedback and effectively advocate for their needs
• SQL experience, both writing and understanding queries, and familiarity with data stores and databases
• Organized and self-motivated individual, comfortable operating within ambiguity
• Strong self-starter who thrives in a dynamic, fast-paced, small team environment that is capable and willing to wear multiple hats and own end-to-end processes and follow-up
• 1+ years of experience in technical customer support
• Experience in retail or grocery would be advantageous