Our Opportunity:

As a Customer Support Associate on our Customer Success Team, you will provide an unparalleled experience for our Couriers while investigating issues, providing solutions, and contributing to the success of Fetch’s team. We are looking for someone with a passion for helping people and a love for finding creative solutions that drive customer satisfaction.

You will become an expert on the Fetch process and platform, and be an advocate for the needs and concerns of our Couriers. You will have the ability to learn multiple aspects of operations and sales, and be in a position that directly impacts the efficiency and long-term viability of the business.

What you'll do:

  • Respond to resident inquiries on ZenDesk via phone, e-mail, text, and live chat.
  • Relay operational issues with local warehouse teams and operations managers.
  • Troubleshoot technical problems and deliver clear outcomes and solutions.
  • Prioritize tasks in a fast-paced and high pressure environment.
  • Look for patterns in customer communications to create actionable feedback and enhance processes for the company as a whole.
  • Communicate with a professional and friendly tone.

What you'll need:

  • A passion for creating an amazing customer experience
  • Demonstrate empathy, patience, and the ability to take initiative on doing the right thing for the customer
  • The ability to adapt to resolve potentially difficult situations
  • Strong analytical, listening, writing, and oral skills in English
  • Ability to learn web-based user support applications quickly
  • Dependable and punctual with time management skills
  • Flexible schedule, willing to work weekends
  • High level of comfort and familiarity with smartphone applications (iOS and Android)
  • Undergraduate or equivalent degree required

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