Customer Support Specialist - Northeast

Odeko provides software for coffee shops, streamlining inventory, ordering, and delivery to reduce operational costs. The company is seeking motivated individuals to join their customer support team, where the primary responsibility is to deliver exceptional service and support to customers in the Northeast Region. 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 Qualification: Passion for customer care and a genuine desire to help our customers resolve issues 1+ years experience in customer service, support or success 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 Preferred: Hubspot and Shopify experience are a plus Remote position, East Coast timezone preferred

Odeko provides software for coffee shops, streamlining inventory, ordering, and delivery to reduce operational costs.