Support Specialist

Job Description

Job Description

Join Gopuff as a Support Specialist where you will be responsible for resolving the organization’s most complex support issues across Customer, Driver, and Acquisition Support.

As a member of the Tier 3 support team, this role serves as the final internal escalation point when frontline teams and outsourced partners are unable to achieve resolution. The Support Specialist takes ownership of assigned issues, conducts the necessary investigation, coordinates with internal teams, and ensures customers and drivers receive a clear and appropriate resolution.

You Will:

Provide Escalated Support

• Provide direct support to customers and drivers whose issues have been escalated to the Tier 3 support team.

• Handle VIP, high-profile, and executive escalations with the appropriate level of urgency, judgment, discretion, and communication.

• Support customer retention efforts following critical issues, helping rebuild trust and reduce avoidable customer churn.

• Investigate and resolve complex, sensitive, high-risk, or high-value contacts across all support inquiry types.

• Take end-to-end ownership of assigned issues, including investigation, communication, cross-functional coordination, documentation, and follow-up.

• Apply sound judgment when existing policies or procedures do not clearly address the situation.

• Ensure resolutions are clear, appropriate, and aligned with company policies, customer experience standards, and business requirements.

• Escalate issues requiring leadership, Legal, Compliance, or Safety review.

Provide Operational Support

• Provide resolution guidance and subject matter expertise to outsourced support team supervisors/managers who need assistance with complex issues.

• Identify recurring escalations, process issues, system limitations, and areas of inconsistent policy interpretation.

• Recommend improvements that reduce repeat contacts, unnecessary escalations, and customer effort.

• Perform other responsibilities based on evolving business and operational needs.

You Have:

• Bachelor's degree or equivalent experience

• 2+ years of experience in a Tier 3 role handling complex or escalated issues in a customer support or similar service environment.

• Strong investigation, problem-solving, judgment, and decision-making skills, with the ability to own difficult issues through resolution.

• Strong written and verbal communication skills and the ability to remain professional during sensitive or challenging interactions.

• Professional fluency in spoken and written English and Spanish is strongly preferred.

• Ability to interpret and apply policies while recognizing situations that require further escalation.

• Ability to manage an individual workload and collaborate effectively with internal teams.

At Gopuff, we know that life can be unpredictable. Sometimes you forget the milk at the store, run out of pet food for Fido, or just really need ice cream at 11 pm. We get it—stuff happens. But that’s where we come in, delivering all your wants and needs in just minutes.

And now, we’re assembling a team of motivated people to help us drive forward that vision to bring a new age of convenience and predictability to an unpredictable world.

Like what you’re hearing? Then join us on Team Blue.

Gopuff is an equal employment opportunity employer, committed to an inclusive workplace where we do not discriminate on the basis of race, sex, gender, national origin, religion, sexual orientation, gender identity, marital or familial status, age, ancestry, disability, genetic information, or any other characteristic protected by applicable laws. We believe in diversity and encourage any qualified individual to apply.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.