Customer Experience Agent at Project Growth

Key Responsibilities

• Manage and respond to customer inquiries via email, chat, and ticketing systems, ensuring timely and high-quality resolutions.
• Resolve subscription, payment, and order fulfillment issues for end-customers across multiple restaurant partners.
• Troubleshoot technical issues, escalating complex cases to internal teams when necessary.
• Assist in transitioning to a new CX platform (e.g., ZenDesk, Intercom), ensuring a smooth migration of customer support operations.
• Implement and support live chat functionality, helping define coverage hours and engagement strategies.
• Track and analyze customer support metrics, providing insights to improve response times and service quality.
• Maintain a deep understanding of the platform and services to provide accurate and helpful support.

What Success Looks Like

• Quick and effective customer issue resolution.
• Seamless implementation of live chat support.
• Efficient transition to a new CX platform.
• Improved customer experience, measured through support metrics and satisfaction ratings.

Key Qualifications & Skills

• 1+ years of experience in customer support, ideally in e-commerce, hospitality, SaaS, or subscription-based services.
• Experience with FreshDesk, ZenDesk, Intercom, or similar customer support platforms.
• Strong written and verbal communication skills, with professionalism and empathy.
• Ability to problem-solve quickly, ensuring a positive customer experience.
• Comfortable supporting multiple merchants simultaneously in a fast-paced environment.
• Tech-savvy, with the ability to learn and adapt to new tools and systems.
• Previous experience in hospitality, food & beverage, or a restaurant-adjacent industry is a plus.