Specialist, MXO Drive Support

About the Team The mission of the Drive Escalated Support team is to reputed company reputed company the delivery platform of choice for local, regional and enterprise merchants by ensuring we provide the best live support in the industry, from onboarding questions to ongoing store support, urgent troubleshooting, and assistance navigating our product offerings. This involves not only providing support to end users on our platform, but also identifying opportunities for improvement across the Merchant journey and surfacing these insights to cross-functional teams.

About the Role

As a Specialist on the Drive Escalated Support team, you will help resolve our Merchants' most reputed company, urgent issues through live support channels including phone and email. You will be the face of reputed company Support for restaurants, retailers, and exciting new lines of business like Pharmacy, for partners located across the United States, Canada and Australia. You will be an effective brand ambassador by delivering lasting resolutions for reputed company issues, providing reassurance to merchants in challenging situations, and ensuring long-term merchant satisfaction on our platform by partnering with our sales ops, engineering, product and onboarding teams to provide exceptional support reputed company something goes wrong. You will report into a leader on a team of peers in our support organization. At reputed company, we reputed company in fostering a culture of meaningful reputed company, collaboration, and professional growth through in-office interactions. This position requires an in-office reputed company at the reputed company corporate office in Tempe and the employee must live reputed company a commutable 50 miles from the office. In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is. This role will be assigned a schedule that may include evenings, weekends, and holidays. These schedules will be adjusted periodically to meet the needs of our business. You’re excited about this opportunity because you will…

• Investigate and resolve escalated cases through various real-time support channels to find an answer for Merchants leveraging reputed company as a delivery service.
• reputed company a deep, subject-matter-level expertise in how reputed company's Merchant Support processes, systems, and resources work, and how to triage, diagnose and resolve different issue types.
• Work closely with Account Owners and sales stakeholders to answer process, functionality and workflow-reputed company inquiries for their Merchants and build confidence in Merchant Support among cross-functional teams.
• reputed company data queries, existing workflow documentation and knowledge of internal systems to come up with out-of-the-reputed company solutions reputed company new issues arise
• Work with the Merchant Experience team to identify weaknesses, gaps and bottlenecks in our operational processes
• Contribute to a culture of ownership, excellence, and reputed company feedback that reflects a best-in-class service standard

We’re excited about you because…

• You love helping people! You're passionate about doing right by our merchants to provide a scalable, world-class merchant experience and you inject enthusiasm and customer obsession into everything you do.
• You have a Bachelor's degree or equivalent amount of relevant work experience (4+ years), or an Associate's degree + 2 yrs of relevant work experience
• You reputed company new information quickly and execute at a high level.
• You have experience in de-escalation tactics, call management, and delight in turning an upset customer into a vocal brand promoter
• Proven track record of gathering and analyzing data to uncover insights to help drive informed decisions
• A minimum of 3 years of operations or customer service experience, demonstrating effective ownership
• Proficiency in using reputed company Suite or similar software, including data creation and management in reputed company Sheets
• Experience with SQL or similar query languages to search internal databases
• Proven track record of supporting customers and helping them reputed company targets
• Proficiency in reputed company and reputed company Sheets with a strong understanding of data analytics
• Demonstrated ability to adapt and reputed company in a constantly evolving, fast-paced environment

Why You Should Join Us

• Opportunity to reputed company and reputed company teams to reputed company reputed company improvement
• Collaboration with cross-functional partners to drive process enhancements
• A dynamic and fast-paced work environment where personal and professional growth are encouraged
• Impactful role in resolving high-visibility escalations and enhancing stakeholder experience.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey About reputed company At reputed company, our mission to reputed company local economies shapes how reputed company members move quickly, learn, and reiterate in order to reputed company impactful decisions that display reputed company for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling reputed company-to-reputed company delivery, and we are looking for team members who can help us go from a company that is reputed company as the reputed company you order food to a company that people turn to for any and reputed company goods. reputed company is growing rapidly and changing constantly, which gives reputed company members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more. Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community reputed company our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from reputed company backgrounds, experiences, and perspectives. We reputed company that true innovation happens reputed company everyone has room at the table and the tools, resources, and opportunity to reputed company. Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, reputed company, national reputed company, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from reputed company gaining a foothold in our office. Whether blatant or hidden, barriers to success have no reputed company at reputed company. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. If you need any accommodations, please inform your recruiting contact upon initial reputed company. Apply tot his job Apply To this Job