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Customer Support Supervisor - Remote

Company: Ordermark
Location: Denver
Posted on: April 9, 2021

Job Description:

Ordermark's mission is to become a trusted partner to restaurants everywhere, offering products and services that help restaurants adapt to changing consumer trends and technology. We pride ourselves in building a team of world-class thinkers and innovators to revolutionize the restaurant industry, empowering our customers to tap into new markets. Ordermark helps restaurants and virtual kitchens aggregate mobile orders across all the major online ordering service providers into a single dashboard and printer. Powered by Ordermark's leading restaurant technology platform, Nextbite serves the fast-growing food on-demand revolution by empowering existing restaurants everywhere to serve more customers and earn more revenue. Nextbite, creates delivery-only restaurant concepts with high-quality, chef-inspired menus available through delivery apps. This combined offering helps restaurants increase efficiency and grow profits, creating successful food service across the country. By joining Ordermark you will have a front row seat to the rapidly changing restaurant landscape and the explosive online ordering industry. About the Role We're looking for a Customer Support Supervisor to continue excellent consumer-facing support, oversight and troubleshooting over weekend and evening hours. The ideal candidate is motivated to both provide a world-class consumer experience, and work with the team to constantly improve our processes. *This is an evenings/weekends support function. Between two people, we will cover the hours roughly 5pm-2am Mon-Fri and 9am-5pm/5pm-2am Sat-Sun. Final shift hours TBD. Note: this role will be permanently remote. The impact you will have:

  • Provide support to CSRs needing assistance in handling questions and further research to allow CSR to be ready for the next call.
  • Maintain steady workflow by assigning tasks and monitoring breaks and lunches
  • Monitor inbound cases and supervise workers on their shift to ensure all cases are worked and closed
  • Uses knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems
  • Use Active Listening skills to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response
  • Inspire confidence and trust with the client, be our brand representative.
  • Understand and strive to meet or exceed performance metrics while providing excellent consistent customer service
  • Triage with management and other departments when emergencies or outages occur
  • Respond to all email cases, determine if they can be assigned to on-shift CSRs
  • Handle escalated client calls requesting to speak with a supervisor
  • Provide a daily report to management including client reports and escalations, status on workload and channels, information and statuses on emergencies, metric report - did we make our goals?
  • Be able to support the Director with any situation that may arise
  • Additional responsibilities as designated by the Director What you bring to the role:
    • Must have 2-3 years of experience supporting clients via phone, e-mail, chat, and/or in person
    • At least 1 year in managing and/or leadership experience
    • Must have at least 1 year of experience with tech support or willingness and ability to learn and execute
    • Bonus points for Salesforce CRM, Slack skills, or restaurant experience!
    • Have open availability- mornings, nights, weekends and holidays
    • Ability to self-manage and work independently in a fast-paced business setting that is rapidly changing
    • Ability to use all forms of communication including, but not limited to email, social media, phone, texting, and LiveChat
    • Passion for customer service and ownership of the client experience including comprehensive issue resolution
    • Effective time management including ability to multi-task, organize and prioritize
    • Familiarity with online restaurant ordering
    • Ability to respond to common inquiries or complaints from clients
    • Negotiation and analytical skills
    • Excellent written and verbal communication skills
    • Follow-through and attention to detail
    • Ability to apply basic mathematical concepts-- What we offer:
      • A team that has transitioned to remote work impressively, and remains highly collaborative and connected
      • Excellent growth opportunity, and stock options for all full-time employees
      • Medical, dental and vision (90% covered by Ordermark; 50% for dependents) - eligible immediately
      • Flexible PTO and paid company holidays
      • 401k - eligible immediately
      • $60/month reimbursement for online-ordered meals
      • Bonusly - a team recognition platform with fun rewards
      • We pride ourselves in having a team that promotes diversity, inclusion, leadership, mindfulness, high initiative, energy and passion. ___________ Ordermark participated in Techstars, Boulder in Spring 2018, and has raised $150 million. We are headquartered in Los Angeles, and are looking to significantly grow our team while continuing to reach restaurants and consumers across the country. Our team is made up of people from diverse backgrounds, collaborating daily across time zones. We believe cross-pollination is one of the best ways to foster community and new ideas. For that reason we encourage people from all backgrounds to apply to any of our positions. Thank you for your interest in Ordermark - we're reviewing impressive candidates every day, and will do our best to reach out to you as quickly as possible!

Keywords: Ordermark, Denver , Customer Support Supervisor - Remote, Other , Denver, Colorado

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