Support Specialist

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🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Gopuff

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2013

🍽️ Food & Beverage

🏥 Healthcare

🏨 Hospitality

💰 Funding Round on 2022-05

Food & Beverage • Healthcare • Hospitality

Gopuff is the go-to instant commerce platform, fulfilling consumers’ evolving, everyday needs. With an unmatched assortment that includes groceries, alcohol, home essentials, medicine, pet care, office supplies, beauty and wellness items, baby products, food and drinks, local brands, as well as alcohol and fresh prepared food in some markets, Gopuff brings a unique, reliable and magical experience to customers around the world. Founded in 2013 by Rafael Ilishayev and Yakir Gola, Gopuff created the instant needs category and continues to build the rails that define the future of commerce.

📋 Description

• Provide direct support to customers and drivers whose issues have been escalated to the Tier 3 support team • Handle VIP, high-profile, and executive escalations with appropriate urgency, judgment, discretion, and communication • Support customer retention efforts following critical issues • Investigate and resolve complex, sensitive, high-risk, or high-value contacts across support inquiry types • Take end-to-end ownership of assigned issues, including investigation, communication, cross-functional coordination, documentation, and follow-up • Apply judgment when policies or procedures do not clearly address a situation • Ensure resolutions align with company policies, customer experience standards, and business requirements • Escalate issues requiring leadership, Legal, Compliance, or Safety review • Provide resolution guidance and subject matter expertise to outsourced support team supervisors/managers • Identify recurring escalations, process issues, system limitations, and inconsistent policy interpretation • Recommend improvements that reduce repeat contacts, unnecessary escalations, and customer effort • Perform other responsibilities based on evolving business and operational needs

🎯 Requirements

• Bachelor's degree or equivalent experience • 2+ years of experience in a Tier 3 role handling complex or escalated issues in a customer support or similar service environment • Strong investigation, problem-solving, judgment, and decision-making skills • Strong written and verbal communication skills • Professional fluency in spoken and written English and Spanish is strongly preferred • Ability to interpret and apply policies while recognizing situations requiring further escalation • Ability to manage an individual workload and collaborate effectively with internal teams

🏖️ Benefits

• Medical/Dental/Vision Insurance (for full-time employees) • 401(k) Retirement Savings Plan • 25% employee discount & FAM Membership • Vacation and Sick Time for eligible employees • EAP through AllOne Health (formerly Carebridge)