Customer Experience Associate

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Act as the primary point of contact between Home Chef and its customers.

• Address customer concerns, complaints, and inquiries through phone, email, and chat.

• Manage account updates and support customers in using the platform.

• Record incidents via live support channels.

• Interact directly with customers through chat, phone, and email.

• Manage voice tickets, including incoming calls, for up to 24 hours per week, averaging around 10 calls per hour.

• Manage email and web form tickets for up to 10 hours per week, averaging about 12 tickets per hour.

• Respond to inbound AI chat via Helpshift for up to 12 hours per week, adhering to defined SLA periods.

• Participate in daily and weekly team meetings and stand-ups.

• Recognize trends in customer inquiries.

• Investigate and resolve complex issues.

• Assist in root-cause analysis of bugs, operational errors, and service interruptions.

• Maintain scheduled online availability and keep the team lead informed about missed or declined calls.

⛳️ Requirements

• Previous experience in Customer Support or similar roles (restaurants, retail, etc.).

• General high school diploma or equivalent.

• A positive demeanor regarding customer interactions and team collaboration.

• Strong communication abilities – both verbal and written.

• Basic analytical skills – able to identify trends and research common themes.

• Capable of typing a minimum of 50 words per minute.

• Availability to work Monday through Friday from 10:00 AM to 6:30 PM CST.

• Commitment to attend the full 3-week training, Monday through Friday from 9:00 AM to 5:30 PM CST, starting Monday 10/26.

🏝️ Benefits

• Candidates have the opportunity to experience Home Chef as customers – use promo code PEOPLE30 for $30 off your first order!

• Medical, dental, vision, life, and disability insurance options available.

• Paid holidays, sick leave, and vacation time.

• 401k program.

• Flexible spending accounts for eligible medical, dependent care, parking, or transit expenses.

• Health care coverage.

• 401k matching.

• Paid time off.

• Reasonable accommodations for individuals with disabilities.