Demo

Customer Support Representative-II

LanceSoft
San Francisco, CA Full Time
POSTED ON 2/17/2025
AVAILABLE BEFORE 5/11/2025

About this Role -

fluency in Spanish required

  • 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

  • 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 collabor

    ative 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

  • 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.

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