Tovala

Support Engineer

• Support data-informed workforce strategies across Customer Support Operations
• Handle day-to-day scheduling, real-time workforce management, analytics, and reporting
• Serve as a point of escalation for support troubleshooting issues
• Partner closely with Operations leadership to keep workforce plans and daily operations running smoothly
• Monitor relevant Slack channels for operational issues, volume spikes, and escalations impacting staffing
• Analyze historical and real-time performance data to surface trends, risks, and improvement opportunities

Customer Support Operations Analyst

Customer Support

• Monitor and respond to email inquiries.
• Answer questions and resolve issues in real-time via online chat.
• Answer calls and phone customers to provide live support when necessary.
• Provide Tech Support help when troubleshooting the oven or App.
• Educate customers around all aspects of our service and product.
• Use Zendesk and other CRM software to maintain records of customer interactions.
• Document common trends to detect underlying problems and update customer-facing product manuals and assets for better customer self-help.
• Share perspective on trending topics to the business and engineering teams to help improve our product and services.
• Maintaining high customer satisfaction.
• Have fun! We want our customers to feel like they are truly a part of the Tovala family. A family that supports, solves problems, educates and celebrates together while sharing the goodness of eating better.

Customer Support Operations Analyst

Customer Support Specialist