Gopuff

Customer Support

• Manage incoming customer, driver and MFC inquiries via live chat, email, phone and Slack tickets promptly and professionally.
• Resolve customer, MFC & Delivery Partner issues efficiently, aiming for first-contact resolution whenever possible.
• Maintain a high level of customer satisfaction and retention through excellent service.
• Collaborate closely with other teams, including Operations to resolve complex customer issues.
• Identify and escalate priority issues that require urgent attention.
• Uphold company policies and procedures while adhering to service level agreements (SLAs).

Customer Service and Live Operations Agent

Chief of Staff

• Gopuff is an instant-delivery company redefining convenience with a tech-first, customer-obsessed approach.
• Work directly with the Senior Director of DTC and other senior leaders to drive high-impact growth initiatives across the UK business.
• Conduct deep-dive analysis on key performance metrics to identify growth opportunities and potential roadblocks.
• Support the development and execution of our UK growth strategy, from customer acquisition and retention to brand building.
• Collaborate with cross-functional partners in Product, Finance, and Operations to drive business goals and solve complex problems.
• Assist in managing and allocating marketing budgets, helping to balance aggressive growth with efficiency.

Founder's Associate – Growth

Accounting Manager

• Lead the month-end close process, ensuring timely and accurate journal entries, reconciliations, and financial reporting in accordance with U.S. GAAP
• Oversee day-to-day general ledger accounting operations and ensure compliance with internal policies, SOX controls, and audit requirements
• Review and execute complex or non-routine transactions, including technical accounting analysis, documentation, and stakeholder walkthroughs
• Prepare and review monthly financial statements and management reports; collaborate on GAAP tie-outs
• Partner cross-functionally with FP&A and Financial Reporting teams to support variance analysis and management reporting
• Key partner and point of contact for the GL team with external audit; focus on optimizing our work papers and influencing testing approach to minimize effort
• Identify and implement process improvements and automation initiatives to enhance efficiency and control effectiveness
• Develop and maintain accounting policies, procedures, and internal documentation
• Lead, coach, and develop a team of accounting professionals
• Support internal and external audit processes and lead ad hoc projects as needed

Customer Service and Live Operations Agent

Founder's Associate – Growth

General Ledger Accounting Manager