Responsibilities
- Manage incoming customer inquiries from business clients and smart fridge users through support platforms like Zendesk.
- Respond promptly and accurately to questions about smart fridge access, meal purchases, wallet balances, payments, and bulk orders.
- Resolve support tickets efficiently while ensuring high satisfaction and adherence to response and resolution SLAs.
- Support corporate clients by assisting office managers with operational questions and program-related issues.
- Facilitate bulk meal order coordination, including scheduling, changes, and delivery logistics.
- Address and troubleshoot problems related to workplace meal programs, escalating when necessary.
- Assist end-users experiencing difficulties with app access, QR code scanning, or transaction processing.
- Support users with wallet top-ups, payment issues, account settings, and reward program inquiries.
- Investigate incidents involving smart fridge availability, access failures, or scanning errors.
- Collaborate with technical and operations teams to escalate and resolve system or hardware issues.
- Examine customer reports on delivery delays, food quality, or platform errors and document findings.
- Escalate technical or logistical issues to the appropriate internal teams with clear context.
- Follow up on escalated cases to confirm resolution and maintain transparent communication.
- Identify recurring customer issues and report patterns to relevant departments for improvement.
- Provide actionable feedback to operations, product, and logistics teams to enhance service delivery.
- Contribute to the development and refinement of support documentation, macros, and knowledge bases.
- Support updates to internal playbooks as workflows and processes evolve over time.
- Maintain accurate records of all customer interactions and support activities.
- Use internal tools and workflows consistently to ensure process compliance.
- Follow defined procedures for issue escalation and incident reporting.
- Help maintain and improve internal knowledge base content for team reference.
- Ensure all support actions align with established operational standards and policies.
Benefits
- Compensation paid in USD
- Fully remote work setup
- 15 days of paid vacation from start date
- 16 fully paid public holidays observed in Argentina
- Monthly healthcare stipend for use with preferred provider
- 4-week paid sabbatical after 5 years of employment
- Paid leave for family-related events
- Compassionate leave of 3 to 5 days per occurrence
- Customizable benefits including wellness, learning, and lifestyle perks
- Personalized English language coaching
Compensation
USD
Work Arrangement
remote
Team
B2B customer support
Responsibilities
- Ticket Management & Customer Support: Handle inbound requests via Zendesk; respond to queries on fridge usage, meal purchases, wallet balances, bulk orders, and deliveries; ensure timely resolution and SLA compliance.
- B2B Client Support: Assist corporate clients and office managers with operational issues, bulk orders, scheduling, delivery coordination, and escalate concerns professionally.
- Smart Fridge User Support: Guide end-users on app access, QR scanning, payment processing, wallet top-ups, and resolve account or rewards issues; coordinate with tech teams when needed.
- Issue Investigation & Escalation: Investigate delivery, food quality, or system issues; document incidents; escalate to logistics, operations, or tech teams; follow up for resolution.
- Operational Feedback & Continuous Improvement: Track recurring issues; provide feedback to improve processes; contribute to support documentation and internal playbooks.
- Process Adherence & Documentation: Maintain accurate records; use internal tools consistently; follow escalation protocols; support knowledge base updates.
Benefits
- Get paid in USD.
- Work remotely: design the life that you want
- Enjoy 15 days of vacation each year from the start date
- 16 fully paid Argentinean holidays
- Healthcare Benefit: Monthly stipend to use with your preferred healthcare provider
- 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical
- Paid Family leave
- Compassionate Leave: 3-5 days each time the need arises
- Customize the benefits that suit your needs! Access a range of perks tailored to you, including learning opportunities, wellness memberships, delivery apps, and more, through our comprehensive benefit platform
- Personalized English coach
not specified
