Job details
About this role
Role overview
Be the first voice, inbox, and chat reply for customers of a meal solutions brand, helping people resolve account updates, platform questions, and service issues with empathy and accuracy. The position suits a flexible communicator who enjoys high-volume support work and contributing to a culture of continuous improvement.
Responsibilities
- Answer inbound phone calls and maintain a steady pace of roughly 10 calls per hour, with up to 24 hours per week on the voice channel. - Reply to inbound email and web form tickets at approximately 12 replies per hour, ensuring all replies are handled within 24 hours. - Support customers via AI-assisted live chat, responding to each within defined SLAs for up to 12 hours per week. - Join daily and weekly stand-ups to share trends and collaborate on solutions. - Research recurring issues and contribute to root-cause analysis of new bugs, operational misses, and service disruptions. - Adapt fluidly across channels as ticket mix and business priorities shift throughout the week.
Requirements
- Previous experience in customer support or related customer-facing roles such as restaurants or retail. - High school diploma or equivalent. - Positive, team-oriented approach to customer communication. - Strong written and verbal communication skills. - Analytical instincts for spotting patterns and researching common themes. - Typing speed of at least 50 words per minute.
Benefits and work setup
- Hourly pay of $17.50 for California, Maryland, Illinois, and Georgia locations. - Monday–Friday, 10:00 AM to 6:30 PM CST shift, plus a mandatory three-week training program from 9:00 AM to 5:30 PM CST beginning Monday, October 26. - Medical, dental, vision, life, and disability insurance; 401(k) program; paid holidays, sick time, and vacation. - Flexible spending accounts for qualified medical, dependent care, parking, or transit expenses.