Customer Support Representative

🕒 February 20

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Vori

WebsiteLinkedInAll Job Openings

11 - 50 employees

🍽️ Food & Beverage

📦 Logistics

🛍️ eCommerce

💰 $10M Series A on 2022-08

Food & Beverage • Logistics • eCommerce

Vori is the only modern operating system for the grocery industry, giving small and mid-sized supermarkets a performance edge to compete against retail giants and combat macroeconomic forces such as inflation, the labor crisis, the rise of e-commerce, and supply chain issues. Vori’s grocery OS combines inventory management workflows and a modern point-of-sale system into a single platform, seamlessly connecting data across the food supply chain. By digitizing manual tasks, streamlining operations, and aggregating data into actionable insights, Vori helps grocers make more precise decisions about replenishment buying, retail pricing and margin, product merchandising and promotions, shopper marketing, labor, vendor collaboration, and more. Vori was founded in 2019 in East Palo Alto and is led by Stanford engineers from Space X, Google, and Facebook. Vori proudly boasts a world-class and diverse team with backgrounds in artificial intelligence, machine learning, fintech, logistics, and grocery store operations.

📋 Description

• Provide phone, chat, and ticket-based support for grocery stores using our iOS POS system • Troubleshoot issues related to iPad POS terminals, payment devices, receipt printers, barcode scanners, scales (if applicable), and cash drawers • Support core POS workflows including checkout, scanning, payments, refunds, drawer balancing, inventory updates, and reporting • Assist customers with basic iOS device settings, connectivity issues, and peripheral pairing • Diagnose and resolve common software issues within the POS app and back-office tools • Clearly document issues, steps taken, and resolutions within the support ticketing system • Escalate complex or unresolved issues to higher-level support or engineering teams with proper context • Collaborate with onboarding and installation teams to support newly live stores • Identify recurring issues and provide feedback to product and support leadership • Maintain a calm, professional demeanor when supporting customers in high-pressure retail environments

🎯 Requirements

• 1–3 years of experience in technical support, customer support, or retail technology support • Familiarity with iOS devices (iPads, basic iOS settings, Bluetooth/WiFi troubleshooting) • Experience supporting POS systems or retail software • Basic understanding of grocery store front-end operations • Strong problem-solving and troubleshooting skills • Excellent verbal and written communication skills • Ability to work scheduled shifts, including evenings or weekends if required • Experience supporting grocery, retail, or hospitality POS systems (Preferred) • Familiarity with payment processing and EMV devices (Preferred) • Experience using ticketing systems such as Zendesk, Freshdesk, or similar (Preferred) • Comfort working in a fast-paced, high-volume support environment (Preferred)