Gopuff Hiring for Customer Support Advocate at Boston, MA Full Time

Gopuff’s mission is to make daily life effortless. We want to be the go-to solution for immediate, everyday shopping needs. Whether you’re shopping for grocery, home, baby or pet essentials, we want your experience to be shockingly fast, frictionless and unmatched. Gopuff has a network of small warehouses, called micro-fulfillment centers, in hundreds of cities and towns across the U.S and UK. We store about 3,000 products in each micro-fulfillment center, so when you order, your stuff comes directly from us to you. We don’t charge crazy surge pricing because we’re not a courier service, and because we’re delivering directly instead of picking it up from the store, we deliver fast. Our motto is: “Order in seconds, delivered in minutes.”

Do you have a desire to help others, and enjoy engaging in meaningful troubleshooting conversations? Our Customer Service mission is to reduce our customers effort and retain their trust by delivering personalized and knowledgeable support with empathy and ownership. We are looking for individuals who want to be advocates for our customers and ensure Gopuff is the go-to solution for their everyday needs. You’ll play a vital role in upholding our core values which are the foundation of our customer-centric approach.

You Will:

• Work within a 24/7 Customer Support environment, serving as the voice of our customers, assisting them with issues and standing up for their needs to ensure they feel valued and supported.
• Work remotely to engage directly with our customers via multiple communication channels, including phones, app and web based chats, emails, and social media posts, ensuring each interaction is in line with our mission and core tenets.
• Proactively identify opportunities for process improvements based on customer feedback and advocate for changes to enhance the overall experience.
• Maintain detailed records of each customer interaction providing feedback on actions taken, and resolutions provided.

You Have:

• The ability to communicate in a casual, friendly, and respectful manner, reflecting a genuine desire to help and connect with customers.
• The ability to tailor available support options to meet the individual needs of each customer.
• Schedule availability to work overnights (9 pm – 6 am), weekends (Saturdays Sundays), and early mornings, along with the flexibility to shift schedules and work overtime as needed by the business.
• A growth mindset and openness to feedback, with a willingness to learn and grow.
• Proficiency using computers for rapid navigation between systems and using our internal Gopuff applications to search for information related to customer issues, and then offer solutions.
• Reliable wired, high speed internet and broadband connection You must have a cell phone or tablet device that can be used for two-factor authentication through Okta Verify.

Compensation:

• This role pays $17/hour.

Benefits

We want to help our employees stay safe and healthy! We offer comprehensive medical, dental, and vision insurance, optional FSAs and HSA plans, 401k, commuter benefits, supplemental employee, spouse and child life insurance to all eligible employees.*

We also offer*:

• Gopuff employee discount
• Career growth opportunities
• Internal rewards programs
• Annual performance appraisal and bonus
• Equity program
• Not applicable for contractors or temporary employees.

At Gopuff, we know that life can be unpredictable. Sometimes you forget the milk at the store, run out of pet food for Fido, or just really need ice cream at 11 pm. We get it—stuff happens. But that’s where we come in, delivering all your wants and needs in just minutes.

And now, we’re assembling a team of motivated people to help us drive forward that vision to bring a new age of convenience and predictability to an unpredictable world.

Like what you’re hearing? Then join us on Team Blue.

Gopuff is an equal employment opportunity employer, committed to an inclusive workplace where we do not discriminate on the basis of race, sex, gender, national origin, religion, sexual orientation, gender identity, marital or familial status, age, ancestry, disability, genetic information, or any other characteristic protected by applicable laws. We believe in diversity and encourage any qualified individual to apply.