Job Details

Customer Service Representative Location: Remote, any time zone Description: We're seeking a Customer Service Representative to support both our restaurant partners and Dashers with fast, empathetic, high-quality service. Job Role: You'll triage and resolve inbound inquiries across channels (chat, phone, email) and escalate to specialized teams when needed. You'll also drive outbound communications and proactive updates during incidents, delays, and product changes. In real time, you will monitor live deliveries, intervene to unblock orders, and exercise judgment on when to "make good" for customers or partners. You'll analyze patterns, document root causes, and recommend policy or workflow changes to reduce repeat issues. Over time, you'll design and operationalize scalable processes, playbooks, macros, and tooling requests that uplevel our support operation. Success looks like faster resolution times, improved CSAT/partner satisfaction, and fewer escalations through smarter systems. Requirements: Ideal candidates bring crisp written and verbal communication, calm decision-making under pressure, comfort with data/SQL or dashboards, and a bias toward ownership and continuous improvement.