Senior Customer Support Representative (Strategy & Operations).

Requirements;
– 3–5 years of proven experience in customer support (preferably in e-commerce, logistics, fintech, mobility, or other high-volume customer-facing environments).
– Comfortable handling high volume of phone calls (inbound and outbound).
– Clear, confident, empathetic communication over the phone (especially with frustrated/difficult customers).
– Experience with customer support tools and workflows (e.g., Intercom, Zendesk, or similar).
– Strong track record handling escalations and difficult customer situations professionally.
– Comfortable switching between calls, chats, emails, and other support channels.
– Enjoys coaching/mentoring others (a “natural coach”).
– Analytical—can spot patterns in customer complaints and suggest improvements.
– Resilient and able to perform under pressure.
– Detail-oriented, while also able to see the bigger picture.
– Takes ownership of customer issues and follows through to resolution.
– Thrives in a fast-paced, high-growth startup environment.

Responsibilities;
– Act as the first point of escalation for junior customer support reps on complex/sensitive issues.
– Handle high volume inbound/outbound calls with customers, vendors, and riders; resolve issues quickly and effectively.
– Resolve customer issues via phone, chat, email, and social media with a friendly, professional, empathetic tone.
– Take ownership of phone escalations by investigating, coordinating with relevant teams, and following through until resolved.
– Handle priority cases (e.g., high-value vendors, escalated rider/vendor disputes, time-sensitive delivery issues).
– Become a subject-matter expert in Chowdeck systems and processes.
– Coach, mentor, and support other support agents (reviewing channels and giving feedback).
– Track and analyze customer pain points; flag patterns and collaborate with product/ops/vendor teams for root-cause solutions.
– Maintain high CSAT through excellent communication and empathy.
– Maintain the knowledge base and support documentation (keep resources current/useful).
– Manage process documentation, onboarding, and regular training to improve support effectiveness.
– Support Vendor/Rider Operations through excellent communication and issue resolution.
– Escalate complex order issues to the appropriate teams so nothing is left unresolved.
– Contribute to a culture of empathy, speed, and ownership.
– Take on side projects to improve customer experience (e.g., testing tools, piloting workflow changes).

Benefits;
– Full medical coverage.
– ⁠MacBook Pro for work.
– Career development opportunities (mentorship; potential progression into leadership).
– Lunch allowance.
– Housing Assistance.
– Smart, kind colleagues invested in your growth.