Customer Support Specialist

Job Description

Job Description

About Us

Odeko is the all-in-one operations and technology partner to more than 20,000 independent coffee shops, cafes and other food establishments.

Through the Odeko web portal and mobile app, customers can purchase supplies from hundreds of national and local brands, track ordering trends, finance equipment, and access insurance. Customers that use Odeko can increase their revenue, reduce their environmental footprint, and save significantly on their cost of goods and time spent on vendor management.

Odeko is on a mission to continuously develop technology to champion your neighborhood cafes, coffee shops, and other independent F&B establishments.

Local coffee shops and cafes are the backbone of any given community, and we're here to help manage the day-to-day tasks with a platform so intuitive, it's kinda like magic.

The Odeko team is diverse, passionate, and innovative. Our 400+ employees are spread across numerous departments and business lines, but are single-minded in our mission to develop technology to support the many needs of our customers. We believe that small businesses need support now more than ever, and that Odeko is uniquely positioned to provide that support.

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 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, Eastern timezone preferred. Schedule will be Tuesday - Friday, 9am-5pm, Saturday, 8am - 4pm ET.

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

What you'll love about Odeko:

• Fast-paced environment and growth opportunities - plenty of room for you to directly impact the company and enhance your career!
• Competitive compensation, healthcare benefits, and opportunity for equity
• Other great perks - Full lists of benefits available upon request

Odeko is proud to be a diverse, equitable, and inclusive employer. We encourage all to apply regardless of educational background, race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.