Mad Mobile is leading the charge in building the next generation of retail and restaurant experiences. In today's rapidly evolving market, customer expectations continue to change, and Mad Mobile is at the forefront of innovation. We empower customers to engage and purchase from brands seamlessly, whether they're in-store, outside the four walls, or on the go. Our platform already supports some of the biggest brands, and we're always looking for new ways to engage with Customers, increase in-store productivity and ultimately drive transactional value. If you're passionate about creating exceptional experiences and shaping the future of retail and restaurants, Mad Mobile is the place for you!

Location: The role will be located at our Tampa HQ.

In this role, you will:

• Own the customer support process and ensure timely and effective resolution of customer inquiries.
• Define customer support protocols and procedures, maintaining a high level of professionalism and adherence to company policies.
• Develop a deep understanding of CAKE products and services to provide accurate and comprehensive support.
• Deliver exceptional customer service by actively listening to customers, providing relevant solutions, and maintaining a positive rapport.
• Communicate effectively with customers via phone, email, SMS, and Chat, offering product guidance, troubleshooting assistance, and alternative solutions.

We are looking for someone who has:

• Excellent written and verbal communication skills to engage effectively with customers.
• Strong problem-solving and deductive reasoning abilities to diagnose and resolve customer issues.
• The ability to document troubleshooting steps and solutions accurately.
• Demonstrated conflict resolution skills to handle challenging customer interactions.
• The ability to thrive in a fast-paced, service-oriented environment with high expectations.
• Strong collaboration skills to work effectively with the support team and other departments.

You may be a good fit if you have these additional skills and/or educational background:

• 1 years of customer service experience in a phone call-center, chat/SMS customer communication environment, or front-of-house restaurant position.
• Experience in the hospitality industry (restaurants, hotels, or retail) in front-of-house operations.
• Knowledge of point-of-sale (POS) systems or other hospitality/retail technology.
• Familiarity with networking or technical troubleshooting.

Why Mad Mobile?

Mad Mobile is the #38 fastest-growing company in Florida and #9 on the Tampa Bay Times Top 100 Workplace List. We’re proud of our culture and promote diversity and a healthy work-life balance.