Customer Support Representative

Fooda•Minneapolis, MN

1d•$18 - $20•Onsite

About The Position

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.

Requirements

0 - 3 year of customer service experience, preferably in a high-volume setting
Experience with customer service software, HubSpot proficiency preferred
Excellent verbal and written communication skills
Strong problem-solving abilities with a proactive approach
Genuine empathy and a positive attitude in customer interactions
Ability to collaborate effectively with internal teams
Flexibility to adapt to changing priorities and scenarios
Proven ability to take initiative in issue resolution

Responsibilities

Customer Support & Ticket Management
Handle 80-100 tickets per day with a target SLA of 80%+
Address team inquiries and independently resolve complex tickets using best practices
Ensure all tickets are completed by the end of the day and accurately tagged
Follow up on customer inquiries and provide timely updates on ongoing cases
Make independent support decisions regarding order cancellations, delays, and delivery issues
Collaboration & Communication
Work closely with external departments (sales, marketing, product, finance) to resolve complex issues
Share new insights with the team to improve performance
Attend all team and company meetings
Actively participate in daily team standups, occasionally leading or backing up
General Responsibilities
Perform in-office duties and participate in LDRS
Onboard and train new hires
Update support policies and procedures in OneNote
Identify and implement improvements in customer support processes
Handle ad-hoc projects assigned by the manager and manage RP Dashboard pop-ups