Customer Support Representative

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.

Key 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

How we measure success :

Customer Satistication Score (CSAT)

First Response SLA %

Consistantly complete projects as directed

Lead and demonstrate support values

Qualifications :

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

Pay : $18-$20 / hr

Must be authorized to work in the United States on a full-time basis. No recruiters please.

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