Customer Care Agent

• Respond to inbound and outbound support requests via email, phone, chat, SMS, and internal messaging platforms
• Respond to and resolve B2C, B2B, and internal requests within established service levels
• Meticulously document cases to determine accountability for delivery issues
• Work closely with team leads and Customer Success, Tier 2, Back Office, Menu, and ePayments departments
• Contribute to developing and refining customer care playbooks, templates, and policies
• Use cloud-based tools, delivery company portals, and internal dashboards to manage support tasks
• Manage support requests through HubSpot, email, chat, Slack, phone calls, and WhatsApp
• Collect evidence, investigate issues, and ensure a seamless customer experience
• Work weekends and one of the listed EST shifts: 8 AM–5 PM, 12 PM–9 PM, or 4 PM–1 AM, subject to change

• Proven experience in fast-paced, real-time support environments, preferably within the restaurant, food delivery or similar industries
• Familiarity with HubSpot, Slack, and other support tools
• Experience with delivery driver dispatch or company portals is a plus
• Strong written and verbal English skills are essential
• Additional languages are a bonus, though not required
• Dedicated, quiet workspace at home
• Reliable high-speed internet
• Necessary technology for remote work
• Ability to carefully document cases and communicate effectively with both B2C and B2B clients
• Personal computer or laptop with up-to-date software
• Keyboard, mouse, working webcam, and headset with a microphone
• Primary 24” monitor; an additional 24” monitor preferred
• Willingness to work weekends and assigned 9-hour shifts with a 1-hour meal break

• Strong & Competitive Compensation Package
• Flexible Work Environment
• Paid Personal/Vacation Days
• Paid Sick Days
• The Opportunity to Build Something that Changes the Delivery Tech Industry for the Better!