Customer Support Specialist

Responsibilities

• Manage customer conversations across support channels, providing timely, accurate, and helpful support.
• Resolve customer queries related to orders, deliveries, accounts, refunds, vouchers, gift cards, and other service-related issues.
• Monitor live orders when needed and proactively support customers when problems arise.
• Investigate customer concerns and escalate technical, operational, or complex issues to the relevant teams.
• Keep tickets and customer records accurately updated and ensure clear handovers where required.
• Follow company procedures, privacy requirements, and customer support quality standards.
• Work closely with Live Ops, Shopper
• Support, Product, Engineering, and other teams to resolve issues efficiently.
• Identify recurring customer issues and share feedback that can help improve processes, tools, and the overall customer experience.
• Support additional CX and operational tasks when required.

Languages