Customer Service interacts with every domain at Peach such as: launching new features and delivery locations, uncovering customer-facing technical issues, and solving complex operational issues. Our team excels in making Peach a fun and easy to use lunch experience for our customers. We are continually advocating for an above and beyond customer experience.

Peach is looking for a full time Customer Service Associate to assist the CS lead with daily operations of the team. The successful candidate will embody strong verbal and written communication skills and have the ability to prioritize customer concerns and problem solve operational issues. They will act with a sense of urgency to support the time-sensitive needs of our customers. They will have experience interacting with customers, as well as pushing for the best customer experience. Additionally, they will have experience developing standardized processes that enable scalability.

Reporting to the Customer Service Lead, the Customer Service Associate will manage the daily operations of the customer service team by ensuring accurate and friendly fast response times. The assocaite will also act as a team player, answering customer texts and emails, customer reviews, and solving missing orders. The associate plays a key role in defining the Peach ‘voice’ by coaching customer service team members on our unique tone and approach.

What we're looking for in you:

• Prioritization skills: When presented with 5 problems at the same time, you quickly decide what is the most urgent, and take immediate action.
• Strong communication skills: You understand the root cause of a customer’s concern and clearly communicate a resolution with patience, wit and empathy.
• Process orientated: You love to develop and implement standardization in work flows to make your team more efficient and scalable.
• Team player: You know how to work collaboratively and effectively across groups to advocate for your customers and team.
• Strategic thinker and product driver: You see the bigger picture and can drive changes in the core product to improve customer experience.
• Excited by details: You understand the little things matter and affect customer experience.
• Food lover: are obsessed with food. You are passionate about different cuisines and the unique experiences that are created around having a delicious meal.

Responsibilities:

• Ensure smooth daily operations of the customer service team
• Design and build a growing customer service organization
• Respond to customer emails/texts during daily Peach operations
• Troubleshoot and quickly resolve tech and delivery issues
• Report operational issues to the right folks in the organization and prioritize customer issues to drive product changes and improve the overall Peach experience

Requirements:

• 2+ years online customer service in start-up or growing environment
• Proven experience in designing and implementing processes and standardization
• Excellent written and verbal communication skills
• Team metrics and data analytics experience
• Minimum 65 WPM typing speed

Preferred:

• Experience scaling customer service organizations through rapid expansion
• Prior Start-up Experience
• Prior role as a customer service associate
• Familiarity with Zendesk, Desk.com and/or other customer support tools