Customer Support Specialist - Southeast

Odeko is seeking motivated individuals to join our customer support team! The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Odeko community. You must have excellent communication skills, and a strong sense of empathy. 

Key responsibilities: 

• Act as the first point of contact for all customer support questions via email, chat, and social media 
• Create an exceptional, personalized service experience for Odeko customers by providing friendly and timely support for the Northeast Region customers 
• Troubleshoot user problems with the Odeko’s Order Ahead app and Supply Portal
• Assist in incoming questions from our ecommerce, shipping and bulk customers 
• Maintain all support contacts and history in Hubspot, Odeko’s CRM 
• Cross-functional partnership with the Account Management, Sales, Tech, and Operations team to resolve customer issues in a timely manner
• Review delivery reconciliations and issue credits when necessary
• Make recommendations to better the customer experience in the form of feature requests, fixing bugs reported by users, product inquiries, etc.
• Proactively create expert customer content (e.g. helpdesk articles, videos, webinars) to guide our customers
• Own performance to goal on customer satisfaction metrics (NPS, CSAT) and suggest ways to drive improvements in our metrics

Qualifications:

• Passion for customer care and a genuine desire to help our customers resolve issues 
• 1+ years experience in customer service, support or success 
• Hubspot and Shopify experience are a plus 
• Advanced problem-solving skills with the ability to think creatively to resolve difficult situations
• Strong writing skills and impeccable attention to detail
• Computer proficiency required
• Comfortable in a fast-paced environment, subject to rapid change and uncertainty
• Experience balancing multiple tasks and customer needs simultaneously
• Ability to prioritize your workday independently.
• Flexible schedule, willing to work off hours and weekends

Remote position, Central timezone preferred. Schedule will be Monday - Friday 9 AM CT - 5 PM CT

Position is an L1 with compensation between $52,000 - $60,000