At Fooda, we bring better lunch experiences to office workers everywhere. We are on a mission to mobilize a global network of people, restaurants, and businesses to make food delivery more affordable, sustainable, reliable, efficient, and delightful for everyone. Our team is guided by the shared belief that it is not just about the food—it is about how food makes us feel and what it enables us to achieve. We take risks, embrace failure, ask questions, and learn from our mistakes because we know it is what we need to grow and succeed, both as individual contributors and together as a team

Position Overview:
In the role of Customer Support Representative, you will be instrumental in providing outstanding customer service that reflects our core values. You’ll be responsible for efficiently resolving customer concerns and managing escalated calls, emphasizing a proactive and authentic approach. Your commitment goes beyond the norm, as you actively pursue solutions that not only address customer issues but also enhance the satisfaction of both our customers and restaurant partners.

Key Responsibilities:
Customer Support & Ticket ManagementHandle 80-100 tickets per day with a target SLA of 80%+Address team inquiries and independently resolve complex tickets using best practicesEnsure all tickets are completed by the end of the day and accurately taggedFollow up on customer inquiries and provide timely updates on ongoing casesMake independent support decisions regarding order cancellations, delays, and delivery issuesCollaboration & CommunicationWork closely with external departments (sales, marketing, product, finance) to resolve complex issuesShare new insights with the team to improve performanceAttend all team and company meetingsActively participate in daily team standups, occasionally leading or backing upGeneral ResponsibilitiesPerform in-office duties and participate in LDRSOnboard and train new hiresUpdate support policies and procedures in OneNoteIdentify and implement improvements in customer support processesHandle ad-hoc projects assigned by the manager and manage RP Dashboard pop-upsHow we measure success:Customer Satistication Score (CSAT)First Response SLA %Consistantly complete projects as directedLead and demonstrate support valuesQualifications:0 - 3 year of customer service experience, preferably in a high-volume settingExperience with customer service software, HubSpot proficiency preferredExcellent verbal and written communication skillsStrong problem-solving abilities with a proactive approachGenuine empathy and a positive attitude in customer interactionsAbility to collaborate effectively with internal teamsFlexibility to adapt to changing priorities and scenariosProven ability to take initiative in issue resolutionMust be authorized to work in the United States on a full-time basis. No recruiters please.