Customer Support Specialist

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August 27

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Tovala

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eCommerce • Retail • SaaS

Tovala is a meal service company that specializes in delivering fresh, mostly-prepared meals to your door, designed to be effortlessly cooked in their unique Tovala Smart Oven. The service aims to make meal preparation stress-free by providing meals that can be made in about 20 minutes with minimal prep, utilizing a QR code scanning system that automates the cooking process. Tovala offers a range of flexible meal plans to cater to different schedules and dietary needs, ensuring restaurant-quality meals at home with little cleanup required.

201 - 500 employees

🛍️ eCommerce

🛒 Retail

☁️ SaaS

💰 Series C on 2022-08

📋 Description

• Work with the Customer Support Team to help customers from ordering to cooking and troubleshoot issues • Greet incoming chats, calls, and emails and ensure timely, appropriate, and fun responses • Provide support above and beyond, adding surprise and delight to interactions • Provide insights to improve products and services • Option to work remotely two or three days per week during peak mid-November to end of year • Provide support during shifts between 9:00am to 9:00 pm CT, including weekends • 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 and update customer-facing product manuals and assets • Share perspective on trending topics to business and engineering teams to improve product and services • Maintain high customer satisfaction • Have fun and make customers feel part of the Tovala family

🎯 Requirements

• You constructively provide solutions via written communication that display empathy & active listening to customer issues • You love to listen to customer problems and don’t quit until you’ve found the best solution. • You’re passionate about handling complex issues. • You get excited in challenging situations, finding new ways to solve problems • You 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 • You are able to collaborate & bring ideas to a team setting while being productive independently in a remote setting • You love the excitement and challenge of working for a startup • You are available to work extended business hours and weekend shifts • You are able to start on or around mid November 2025 and work through the end of December 2025 • Bonus: experience with Zendesk, Slack or similar support tools.

🏖️ Benefits

• Tovala uses market data, geography, and placement of internal employees to determine appropriate hourly rate. • This position has the potential to become full time after the end of the year.