Job type full-time
Full job description
At afresh, our mission is to make the fresh food supply chain more efficient, thus spectacularly reducing food waste and making fresh, nutritious food available and accessible to everyoneOur a.i.-powered solutions optimize ordering, forecasting, and store operations for fresh food departments for brick-and-mortar grocersThe results are powerful: grocers using afresh are on track to reduce more than 20m pounds of food waste, while increasing fresh sales by 3%, massively increasing their profitability.
Afresh is looking for a support specialist to help provide unparalleled support and guidance to our customersYou will help resolve customer inquiries that arise with afresh solutions, creating strong customer relationships, and cultivating promoters of our brand and product.
You`ll also help to build and improve our processes as a team, helping to develop internal documentation, canned responses, and repeatable sleuthing protocol to help scale our customer support function as we continue to grow our customer baseYou have email and phone based support experience, a love of problem-solving, and are driven to help reduce fresh food waste in the grocery industry!
We are a hardworking team united by our mission to make an impact - we hope you’ll join us!
What you`ll do:
Resolve tickets via email and (occasionally) on the phone with clear, concise, empathetic communication, helping to identify, debug, and raise higher priority issues to our engineering and product teams
Help to collect and analyze customer feedback, using ticket data to identify recurring issues that, when fixed, improve both the customer experience and the product, driving our mission to reduce food waste
Help to build and improve upon our debugging, triaging, and customer concern protocol to make support at afresh effective, timely, and a fabulous experience for our end users
Deeply understand afresh`s customers` needs, how our different partners` needs differ, and serve as the voice of the customer
Help escalate and resolve high priority incidents to ensure customers can place their orders without issue
Grow with the organization and our needs as a team, potentially specializing in specific partner needs, and/or helping to build out the team by training future teammates
What skills and experience do you bring?
Strong strategic and analytical thinker with exceptional execution and problem-solving capabilities
Acute attention to detail; you live for the thrill of connecting the dots
A clear, concise, empathetic writer and exceptional communicator who can internalize customers` feedback and effectively advocate for their needs
Sql experience, both writing and understanding queries, and familiarity with data stores and databases
Organized and self-motivated individual, comfortable operating within ambiguity
Strong self-starter who thrives in a dynamic, fast-paced, small team environment that is capable and willing to wear multiple hats and own end-to-end processes and follow-up
1+ years of experience in technical customer support
Experience in retail or grocery preferred, but not required
Where will you be working?
This is a remote position and you should be based in the eastern time zone of the united states or a european time zone (our home office is based in san francisco).
Afresh is the first a.i.-powered fresh food optimization platform for grocery chainsWe have partnered with several large grocers representing hundreds of stores and >$10b in revenueOur cutting-edge ai research has been published in top journals (e.g., icml)We’re backed by some of the top investors in grocery and tech including innovation endeavors (former google ceo eric schmidt’s firm), james mccann`s (former ceo at ahold usa, tesco, carrefour) food retail ventures, baseline ventures (first money in stitch fix, sofi, heroku, instagram), maersk growth, and impact engine.
We are building a vibrant, diverse, and inclusive team that embodies our company’s values: proactivity, kindness, candor, and humilityWe aspire to continually grow as individuals and as an organization to live these values and realize our missionWe earnestly believe that afresh represents a one-of-a-kind opportunity to have massive social impact at scale by employing novel technology—and to have a ton of fun along the way.
Afresh provides equal employment opportunities (eeo) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity/expression, marital status, pregnancy or related condition, or any other basis protected by law.