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Support Specialist

11 hours, 36 minutes ago
Anywhere
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Gopuff

Gopuff

Gopuff is an instant commerce platform that delivers groceries, alcohol, home essentials, and more to consumers in minutes. With a wide range of products including cleaning supplies, medicine, pet care, beauty items, and local brands, Gopuff offers a u...

Food Products
10K-50K
Founded 2013
$2400M raised
View All Jobs 5

Description

  • Provide direct support for customer and driver issues escalated to Tier 3.
  • Handle VIP, high-profile, and executive escalations with urgency, discretion, and sound judgment.
  • Investigate and resolve complex, sensitive, high-risk, and high-value support contacts.
  • Own assigned issues end to end, including investigation, communication, cross-functional coordination, documentation, and follow-up.
  • Support customer retention efforts after critical issues to help rebuild trust and reduce churn.
  • Apply policies and procedures while using judgment when situations are not clearly covered.
  • Escalate issues that require leadership, Legal, Compliance, or Safety review.
  • Provide guidance and subject matter expertise to outsourced support team supervisors and managers.
  • Identify recurring escalations, process issues, system limitations, and inconsistent policy interpretation.
  • Recommend improvements that reduce repeat contacts, unnecessary escalations, and customer effort.

Requirements

  • Bachelor's degree or equivalent experience.
  • 2+ years of experience in a Tier 3 role handling complex or escalated issues in customer support or a similar service environment.
  • Strong investigation, problem-solving, judgment, and decision-making skills.
  • Strong written and verbal communication skills.
  • 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 and recognize when further escalation is needed.
  • Ability to manage an individual workload and collaborate effectively with internal teams.

Benefits

  • Medical, dental, and vision insurance for full-time employees.
  • 401(k) retirement savings plan.
  • 25% employee discount and FAM Membership.
  • Vacation and sick time for eligible employees.
  • Employee Assistance Program (EAP) through AllOne Health.

Interested in this position?

Apply directly on the company website

Apply Now

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