Odeko

Customer Support

• Act as the first point of contact for all customer support questions via email, chat, and social media
• Create an exceptional, personalized service experience for Odeko customers by providing friendly and timely support for customers
• Troubleshoot user problems with the Odeko’s Order Ahead app and Supply Portal
• Assist in incoming questions from our ecommerce, shipping and bulk customers
• Maintain all support contacts and history in Hubspot, Odeko’s CRM
• Cross-functional partnership with the Account Management, Sales, Tech, and Operations team to resolve customer issues in a timely manner
• Review delivery reconciliations and issue credits when necessary
• Make recommendations to better the customer experience in the form of feature requests, fixing bugs reported by users, product inquiries, etc.
• Proactively create expert customer content (e.g. helpdesk articles, videos, webinars) to guide our customers
• Own performance to goal on customer satisfaction metrics (NPS, CSAT) and suggest ways to drive improvements in our metrics

Customer Support Specialist