Customer Service - Merchant Support

Come help support the future of on-demand logistics. Postmates is currently looking for a Merchant Support Specialist to join our elite Customer Support team.

Did something go wrong with an order? You’re on the scene to figure out what happened. Does an issue need a second pair of eyes to provide to a sound solution? You’re there to make that judgement call. Does a Merchant need help with technical issues? You will be there to help them with troubleshooting!

Through a mix of real-time problem solving, process enactment, and cross-functional communication, Merchant Support Specialists hold the key to the success of every Postmates delivery.

Your responsibilities will include:

• Quickly resolving problems for our Customers, Merchants, and Postmates by e-mail and phone
• Acting as the primary resource for escalations stemming from internal and external tickets
• Following up on pending issues, both preemptively and ad-hoc
• Helping our Merchants with level 1 troubleshooting of tablets and applications
• Working closely with leadership to ensure individual and team goals are met
• Improving day-to-day processes and best-practices
• Weekend and Evening shifts are required

The perfect candidate is:

• A jack of all trades: every new task is an opportunity for you to learn and improve your skills
• A customer success strategist: you have previous experience working in customer service, preferably in the Consumer Services industry or with a start up
• Tech-savvy: you thrive using the latest web-based applications and equipment
• An empathetic personality: you get it when our merchants have issues and want to solve their problem
• A natural leader: you have experience collaborating with cross-functional teams in different physical locations, and work best in this environment
• Highly communicative: you can get your point across both interpersonally and asynchronously
• Proficient with Google Apps, MS Office, Slack, and CRM services
• 2+ years of customer service experience
• BA/BS degree preferred, but not required

Benefits

• Medical, dental and vision insurance
• Cool office at Cummins Station with stocked kitchen
• Awesome work environment at a company with a huge vision