About Us:

We’re Cloudkitchens, a fast-moving restaurant technology company that builds solutions to help our partners succeed in delivery. Restaurants large and small trust Cloudkitchens to power their delivery business. Headquartered in Los Angeles, we’re a team that wears a million hats – constantly learning, innovating and problem-solving. Join us on our mission to build a better infrastructure for food!

About the Role:

We're looking to hire a Customer Support Specialist who will play a key role in helping our customers achieve their goals through our platform. The ideal candidate is an excellent communicator, passionate about customer support, and able to understand and resolve customer needs timely via Email, Chat, or Calls. 

Responsibilities: 

• Respond to and resolve support tickets from customers in a timely and professional manner through our ticketing system.
• Troubleshoot technical issues 
• Collaborate with cross-functional teams to identify and escalate high-priority issues to ensure timely resolution and customer satisfaction.
• For more complex issues, proactively engage with customers to identify potential issues and provide timely, effective solutions, leveraging our knowledge base and best practices.
• Training customers on tools, acting as a key interface with customers via phone and email support in a professional and efficient manner
• Serve as the link of communication between key customers and internal teams as well as work with our Product and Engineering teams to escalate issues about bugs, and feature requests

What you need:

• 1-3 years of professional experience in a similar, customer-facing or support role
• Ability to thrive in chaos: handle high-pressure situations, take responsibility for actions, respond well to constructive feedback, and an ability to focus on the task at hand 
• Communication: emotionally intelligent, strive to always be helpful, empathetic with customers

Competencies 

• Problem Solving: Can understand our complex product and internal systems, can deep dive / hustle to solve issues: 
• Analytically Inclined: Can interpret data, can prioritize their customers ,can navigate a spreadsheet and shows an inclination and willingness to learn Google Sheets.
• High Ownership: Do whatever it takes to get the job done, and ensure customer satisfaction. Ability to maintain a positive attitude and composure in a fast-paced environment