Our client, a leading platform that powers membership and subscription programs for top restaurants and chefs, is seeking a Customer Experience (CX) Agent to provide seamless customer support and maintain high service standards. This role is ideal for a problem-solver with strong communication skills, attention to detail, and the ability to handle customer inquiries efficiently in a fast-paced environment.
Location: Remote, Full-Time, 11 AM - 7 PM EST
Key Responsibilities
Manage and respond to customer inquiries via email, chat, and ticketing systems, ensuring timely and high-quality resolutions.
Resolve subscription, payment, and order fulfillment issues for end-customers across multiple restaurant partners.
Troubleshoot technical issues, escalating complex cases to internal teams when necessary.
Assist in transitioning to a new CX platform (e.g., ZenDesk, Intercom), ensuring a smooth migration of customer support operations.
Implement and support live chat functionality, helping define coverage hours and engagement strategies.
Track and analyze customer support metrics, providing insights to improve response times and service quality.
Maintain a deep understanding of the platform and services to provide accurate and helpful support.
What Success Looks Like
Quick and effective customer issue resolution.
Seamless implementation of live chat support.
Efficient transition to a new CX platform.
Improved customer experience, measured through support metrics and satisfaction ratings.
Key Qualifications & Skills
1+ years of experience in customer support, ideally in e-commerce, hospitality, SaaS, or subscription-based services.
Experience with FreshDesk, ZenDesk, Intercom, or similar customer support platforms.
Strong written and verbal communication skills, with professionalism and empathy.
Ability to problem-solve quickly, ensuring a positive customer experience.
Comfortable supporting multiple merchants simultaneously in a fast-paced environment.
Tech-savvy, with the ability to learn and adapt to new tools and systems.
Previous experience in hospitality, food & beverage, or a restaurant-adjacent industry is a plus.
Why Join?
Competitive salary based on experience.
Flexible remote work schedule.
Opportunity to work with a fast-growing company in the hospitality tech space.
Professional development opportunities.
Application Process:
To be considered for this role these steps need to be followed:
Fill in the application form
Record a video showcasing your skill sets
