B2B Customer Support Specialist

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Oversee incoming support inquiries from both B2B clients and Smart Fridge users.

• Address inbound support tickets through Zendesk or alternative support platforms.

• Deliver prompt and precise responses to inquiries related to:

• Smart Fridge usage and access queries.

• Meal purchase and scanning issues.

• Wallet balance and payment inquiries.

• Bulk meal orders and delivery questions.

• Ensure efficient resolution of tickets while upholding high customer satisfaction levels.

• Adhere to established service level agreements (SLAs) for response and resolution times.

• Assist office managers or program administrators with operational inquiries.

• Support bulk meal orders, including order modifications, scheduling inquiries, and delivery coordination.

• Assist in troubleshooting issues related to office programs or workplace meal services.

• Ensure client concerns are handled professionally and escalated as necessary.

• Aid users facing issues with:

• App login or access problems.

• QR scanning and purchase transactions.

• Wallet top-ups and payment processing.

• Account or reward-related issues.

• Investigate fridge-related incidents such as product availability, scanning difficulties, or access challenges.

• Identify operational issues and ensure they are escalated to the appropriate teams when required.

• Monitor recurring ticket themes and operational friction points.

• Maintain thorough records of support interactions.

⛳️ Requirements

• 2–4 years of experience in customer support, operations support, or service delivery roles.

• Familiarity with ticketing platforms like Zendesk and Salesforce.

• Excellent written and verbal communication skills.

• Ability to comfortably interact with both end-users and business clients.

• Strong problem-solving capabilities and attention to detail.

• Capacity to manage multiple tickets and priorities concurrently.

• Comfortable operating in a fast-paced environment.

• Preferred qualifications:

• Experience in supporting B2B services or workplace programs.

• Background in food service, logistics, or hospitality operations.

• Familiarity with mobile applications or connected hardware products.

• Experience collaborating with operational teams to resolve service challenges.

🏝️ Benefits

• 💸 Get paid in USD.

• 🗺 Work remotely: design the life that you want.

• ⛱ Enjoy 15 days of vacation each year from the start date.

• 🎄 16 fully paid Argentinean holidays.

• 🩺 Healthcare Benefit: Monthly stipend to use with your preferred healthcare provider.

• 🗓️ 5-year Sabbatical: After 5 years with CookUnity, you receive a 4-week paid sabbatical.

• 🐣 Paid Family Leave.

• 🕯 Compassionate Leave: 3-5 days each time the need arises.

• 🧘🏽‍♀️ Customize the benefits that suit your needs! Access a range of perks tailored to you, including learning opportunities, wellness memberships, delivery apps, and more through our comprehensive benefit platform.

• 🧑‍🏫 Personalized English coaching.