Customer Support Representative
Job summary
We're hiring an experienced Customer Support Specialist to own complex escalations. You'll handle high-volume calls with customers, vendors, and riders, using product knowledge and problem-solving to deliver empathetic service. It's fast-paced and demanding, often evenings or weekends, but a great chance to grow into support leadership at Chowdeck. A significant part of this role involves handling customer, vendor, and rider interactions over the phone. You should be comfortable making and receiving a high volume of calls, speaking confidently with different stakeholders, asking the right questions to understand an issue, and taking ownership of situations until they are resolved. You’ll combine deep product knowledge with excellent problem-solving and verbal communication skills to deliver delightful and empathetic service to customers, vendors, and riders. Beyond handling escalations, you’ll also play a key role in identifying recurring issues, collaborating with other teams to fix root causes, and raising the bar for what great support looks like at Chowdeck. This isn’t your typical support job. It’s fast-paced, demanding, and will often mean working late evenings, weekends, or holidays to keep our customers and partners happy. You’ll need to be comfortable switching between chats, calls, emails, and other support channels while managing multiple urgent issues at once. But if you’re resilient, empathetic, confident on the phone, and eager to grow, this is a chance to build a career in customer experience and operations at scale. You’ll gain exposure to how tech-driven companies run, work closely with seasoned operators, and develop the skills that can propel you into future leadership roles.
Job descriptions & requirements
Your mission, should you choose to accept it
- Act as the first point of escalation for junior customer support reps when they encounter complex or sensitive issues.
- Handle a high volume of inbound and outbound calls with customers, vendors, and riders, communicating clearly and professionally while working toward quick and effective resolutions.
- Resolve customer issues via phone calls, chat, email, and social media, maintaining a friendly, professional, and empathetic tone across every channel.
- Take ownership of phone-based escalations by investigating issues, coordinating with relevant teams, and following through until resolution.
- Handle priority customer cases, including high-value vendors, escalated rider/vendor disputes, and time-sensitive delivery issues.
- Develop expertise across our systems and processes, becoming a subject-matter expert others rely on.
- Coach, mentor, and support other support agents, including reviewing chats, emails, calls, and giving feedback.
- Track and analyze customer pain points, flagging patterns and collaborating with product, operations, and vendor teams to design solutions.
- Ensure CSAT scores remain high by setting the tone for excellent communication and empathy.
- Contribute to and maintain Chowdeck’s knowledge base and support documentation, keeping resources current and useful.
- Manage process documentation, onboarding, and regular training to make support more effective.
- Support Vendor/Rider Operations in meeting vendor/rider partner needs through excellent communication and issue resolution.
- Escalate complex order issues to the appropriate teams when necessary, ensuring no issue is left unresolved.
- Contribute to creating a culture of empathy, speed, and ownership in the support team.
- Take on side projects to improve customer experience, such as testing new support tools or piloting workflow changes.
You’re perfect for the role if you:
- Have 3–5 years of proven experience in customer support, preferably in e-commerce, logistics, fintech, mobility, or other high-volume customer-facing environments.
- Are comfortable handling a high volume of phone calls, including both inbound and outbound calls.
- Communicate clearly, confidently, and empathetically over the phone, especially when dealing with frustrated or difficult customers.
- Have prior experience with customer support tools and their workflows (e.g., Intercom, Zendesk, or similar).
- Have a strong track record of handling escalations and difficult customer situations with empathy and professionalism.
- Are comfortable switching between calls, chats, emails, and other support channels throughout the day.
- Are a natural coach who enjoys helping others grow and succeed.
- Are analytical and can spot patterns in customer complaints to suggest operational improvements.
- Are resilient and able to perform under pressure when dealing with urgent issues.
- Are detail-oriented but also able to step back and see the bigger picture.
- Take ownership of customer issues and are willing to make the calls and follow-ups required to get problems resolved.
- Thrive in a fast-paced, high-growth startup environment where every day brings new challenges.
We’ll be extra impressed if you have:
- A background in tech startups or similar fast-growing companies where processes evolve quickly.
- Experience working in food delivery, logistics, or other on-demand service industries.
- Experience in a high-volume phone-based customer support or contact centre environment.
- Experience handling complex customer issues primarily through phone conversations.
- Experience contributing to or maintaining a knowledge base or support documentation.
How To Apply: Click on the link to apply
Salary: Attractive
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