Customer Support Specialist

Tovala

38d•Hybrid

About The Position

As a Tovala Customer Support Specialist, you will work with the Customer Support Team to help our customers have a seamless and enjoyable experience with our company -- from ordering a Tovala Smart Oven to cooking a delicious Tovala Meal in their home, educating and troubleshooting anything in between. You’ll be the first line to greet incoming chats, calls, and emails and ensure that questions or concerns from our customers are addressed in a timely, appropriate, and fun manner. You will aim to provide support that is above and beyond and work to add an element of surprise and delight to all customer interactions. You will also be providing vital insights to the rest of the team to help improve our products and services. We are continuing to shape our service and building our brand, and customer support is an essential piece of that. As a Customer Support Specialist, you will have the option of working remotely and also the chance to come into the office to collaborate with the team. You will be providing customer support during shifts with times ranging between 9:00am to 9:00 pm CT, including weekends (Sunday to Thursday or Tuesday to Saturday).

Requirements

Constructively provide solutions via written communication that display empathy & active listening to customer issues
Love to listen to customer problems and don’t quit until you’ve found the best solution.
Passionate about handling complex issues.
Get excited in challenging situations, finding new ways to solve problems
Believe that the team is your best asset for being your best each day
Strong computer skills, fast typing skills (40+ wpm), and light technical troubleshooting experience
Able to collaborate & bring ideas to a team setting while being productive independently in a remote setting
Love the excitement and challenge of working for a startup
Available to work extended business hours and weekend shifts
Able to start on or around September 29th, 2025

Nice To Haves

Experience with Zendesk, Slack or similar support tools.

Responsibilities

Monitor and respond to email inquiries.
Answer questions and resolve issues in real-time via online chat.
Answer calls and phone customers to provide live support when necessary
Provide Tech Support help when troubleshooting the oven or App
Educate customers around all aspects of our service and product
Use Zendesk and other CRM software to maintain records of customer interactions
Document common trends to detect underlying problems and update customer-facing product manuals and assets for better customer self-help
Share perspective on trending topics to the business and engineering teams to help improve our product and services
Maintaining high customer satisfaction
Have fun! We want our customers to feel like they are truly a part of the Tovala family. A family that supports, solves problems, educates and celebrates together while sharing the goodness of eating better.