Customer Care Agent

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

📋 Description

• Handle incoming and outgoing support inquiries through email, phone, chat, SMS, and internal messaging platforms.

• Address and resolve B2C, B2B, and internal requests while adhering to specified service levels.

• Carefully document cases to establish responsibility for delivery-related issues.

• Collaborate closely with team leads and departments such as Customer Success, Tier 2, Back Office, Menu, and ePayments.

• Assist in the creation and enhancement of customer care playbooks, templates, and policies.

• Utilize cloud-based solutions, delivery company portals, and internal dashboards to oversee support tasks.

• Manage support inquiries via HubSpot, email, chat, Slack, phone calls, and WhatsApp.

• Gather evidence, investigate problems, and ensure a smooth customer experience.

• Availability to work weekends and one of the designated EST shifts: 8 AM–5 PM, 12 PM–9 PM, or 4 PM–1 AM, subject to modifications.

⛳️ Requirements

• Demonstrated experience in high-paced, real-time support settings, preferably in the restaurant, food delivery, or related sectors.

• Knowledge of HubSpot, Slack, and other support applications.

• Experience with delivery driver dispatch or company portals is advantageous.

• Excellent written and verbal communication skills in English are crucial.

• Proficiency in additional languages is an asset, though not mandatory.

• A dedicated and quiet workspace at home is required.

• Access to reliable high-speed internet.

• Essential technology for remote working.

• Capability to meticulously document cases and communicate effectively with both B2C and B2B clients.

• Personal computer or laptop with current software.

• Keyboard, mouse, functioning webcam, and headset with a microphone.

• Primary 24” monitor; an additional 24” monitor is preferred.

• Willingness to work weekends and follow assigned 9-hour shifts with a 1-hour meal break.

🏝️ Benefits

• Strong & Competitive Compensation Package.

• Flexible Work Environment.

• Paid Personal/Vacation Days.

• Paid Sick Days.

• The Opportunity to Build Something that Changes the Delivery Tech Industry for the Better!