Job Details

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**Customer Service Supervisor**

San Francisco, California / Customer Service / Full Time Food Rocket is a San Francisco-based FoodTech startup that provides the fastest grocery delivery in the US, promising door-to-door delivery within 10-15 minutes of placing an order. Its business model is based on AI-enabled technologies to manage inventory, forecast demand, and optimize delivery time by predicting the closest micro fulfillment center that offers the fastest delivery time and the lowest fulfillment and delivery cost. The startup is competing with the biggest players in the market DoorDash, GoPuff, Amazon Fresh, InstaCart.

**JOB DESCRIPTION:** At Food Rocket, Customer Service is at the core of our company. We want to be the worlds most customer centric company. We are building a world-class customer service organization - one that combines highly effective processes and systems with a customer experience that people love. We genuinely care about our customers and are completely committed to creating memorable experiences for each and every one of them. We are seeking a Customer Service Supervisor to join our Customer Service team and work primarily in live chat and email. The perfect candidate is someone who has a proven track record and passion for creating unforgettable customer experiences. Someone who knows what world-class customer service looks like, and who is itching to be the driving force in an amazing customer service team.

**JOB RESPONSIBILITIES:** - Previous experience in supervising customer service specialists or other related fields. - Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction. - Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their skills. - Provide assistance to team members who are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching. - Step in to attend to customers that are proving difficult to team members and resolve their complaints. - Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards. - Constantly think of ways to surprise and delight our customers. - Consistently exceed KPIs.

**QUALIFICATION:** - Customer obsessed You have an absolute passion for ensuring a great customer experience with every contact. - An expert in delivering effective solutions and identifying problems. - Able to bring out the positive in any situation. - Obsessed with food, have a good knowledge about food & grocery. - Showcase good leadership skills to carry team members along. - A strong written communicator.

**PREFERRED QUALIFICATIONS :** - You have experience working in live chat customer service. - Experience working in the food industry. - Have exceptional grammar. - Have experience working in an extremely fast paced environment. - Know how to use Customer Support

**REQUIREMENTS:** - The ability to work: Monday-Friday (Shifts available: 8am-4pm or 4pm-11pm) and occasionally weekends. - High School diploma/GED (required). - 5 year experience in a customer-oriented position e.g. call center, etc.

**What we Offer:** - Periodic discretionary performance bonus. - Great opportunity to build something you are proud of. - An awesome team spirit and an exciting workplace with a dynamic and international environment. - Transparent company culture with flat hierarchies and a high career growth trajectory at Food Rocket.