Support Specialist

Responsibilities

• Provide direct support to customers and drivers whose issues have been escalated to the Tier 3 support team
• Handle VIP, high-profile, and executive escalations with urgency and discretion
• Support customer retention efforts following critical issues to reduce churn
• Investigate and resolve complex, sensitive, high-risk, or high-value contacts
• Take end-to-end ownership of assigned issues including investigation and cross-functional coordination
• Provide resolution guidance and subject matter expertise to outsourced support supervisors
• Identify recurring escalations, process issues, and system limitations
• Recommend improvements to reduce repeat contacts and customer effort

Requirements

• Bachelor's degree or equivalent experience
• 2+ years of experience in a Tier 3 role handling complex or escalated issues
• Strong investigation, problem-solving, and decision-making skills
• Strong written and verbal communication skills
• Professional fluency in English and Spanish is strongly preferred
• Ability to interpret and apply policies and manage individual workload

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Savings Plan
• 25% employee discount & FAM Membership
• Vacation and Sick Time
• EAP through AllOne Health

About the Company

Gopuff delivers all your wants and needs in just minutes, bringing a new age of convenience and predictability to an unpredictable world.