Customer Service & Live Operations Agent (Weekends & Nights)

Gopuff is a dynamic and fast growing online grocery delivery company dedicated to providing exceptional service and convenience to its customers. We are seeking motivated and customer-focused individuals to join our remote customer service team. As a Central Support Agent, you will be responsible for handling customer, driver and MFC (Micro Fulfillment Centre) inquiries and issues primarily through Live chat, Email, Phone and Slack tickets. Your role will be pivotal in ensuring our customers have a seamless experience from order placement to delivery and aftercare. You will:

• Manage incoming customer, driver and MFC inquiries via live chat, email, phone and Slack tickets promptly and professionally.
• Resolve customer, MFC & Delivery Partner issues efficiently, aiming for first-contact resolution whenever possible.
• Maintain a high level of customer satisfaction and retention through excellent service.
• Collaborate closely with other teams, including Operations to resolve complex customer issues.
• Identify and escalate priority issues that require urgent attention.
• Uphold company policies and procedures while adhering to service level agreements (SLAs).

You need:

• Proven work experience in customer service, ideally in a fast-paced environment.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills with a solution-oriented mindset.
• Ability to multitask, prioritise, and manage time effectively.
• Familiarity with CRM systems and ticketing platforms (experience with Slack & CXM platforms for customer support is a plus).
• Proficiency in typing and using technology for communication and data entry.
• Ability to work independently and as part of a team in a remote setting.
• Flexibility to work non-traditional hours, including evenings, weekends and holidays as needed.
• Secondary School/High school diploma or equivalent; additional education or certification in customer service is a plus.
• Conversational fluency in written and spoken English.
• All applicants must own their own laptop and a stable, private WiFi network.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.