What are the responsibilities and job description for the Customer Support Representative-II position at Abacus?
Title
Customer Support Representative-II
Location
HQ, USA, CA, San Francisco, 2nd St
Description
About this Role - fluency in Spanish required DoorDash is piloting white glove grocery delivery service. You will be joining a small team responsible for ensuring that we are able to successfully execute deliveries with a 0% error rate. This role is focused on Live Operations and will include proactive outbounds to our delivery drivers to drive exceptional quality. To succeed in this role you will need to have strong communication, troubleshooting and organizational skills, and a desire to continue learning. You'll be a strategic problem solver and become a subject matter expert in all things related to our new product. You will be the first line of defense, ensuring that DoorDash provides an exceptional service experience by setting upfront expectations or working through solutions when something goes wrong. You're excited about this opportunity because you will... Proactively reach out to dashers to set clear delivery expectations and instructions Address ad-hoc dasher issues with empathy and urgency Spearhead & execute workflows that ensure we meet exceptional SLAs Identify trends & communicate findings to the broader teams to improve our processes Develop a deep expertise in our product, processes, systems, tools Be an early part of a collaborative team that prides itself with world-class customer service for a vital industry leading technology platform We're excited about you because... You have a Bachelor's degree or equivalent amount of work experience You have 2 years of work experience in a fast-paced customer service role in technology, hospitality or grocery & convenience You are a highly-motivated individual that can work independently You are a natural problem solver, willing to triage problems that may not have a pre-defined solution You can speak fluent English and have above average technical fluency (typing speed of 40 WPM). You have effective written communication skillsincluding top-notch grammar, spelling, and the ability to write both formally and casually using DoorDash's brand voice and tone You are above average in technological fluency - and are especially comfortable with Google Sheets Bonus points for... Familiarity with G-Suite, Slack, Atlassian, Salesforce Previous experience in grocery & convenience Conversational proficiency in Spanish Note on Logistics This role is 100% remote. The schedule typically start at 8am ET or 9am ET - the weekly schedule changes each week following a rotation in the team. The hours will range from 40-60 hours.
Classification
TAC : Temporary Agency Worker
Remote Work Address
Remote Address Time Zone
Holiday Schedule
Work Schedule
Start Date
Feb 10, 2025
End Date
Apr 30, 2025
Allow for Remote
Job Posting SLA Classification
LI / Customer Service
Laptop
