Customer Support Representative

Location: San Francisco, CA

Department: Zipongo

Type: Full Time

Min. Experience: Mid Level

About Zipongo

Zipongo is a digital nutrition platform that takes the guesswork out of healthy eating with personalized meal recommendations based on biometrics and food preferences. We work with employers, health plans and wellness companies to reduce chronic disease and improve the health of their employees and members. Our solution delivers real-time support for all the places a person makes food decisions – at home, at work, at the grocery story, and at restaurants. Pointing users to the healthiest recipe and menu choices reduces the likelihood of making poor food choices based on convenience, cost and other factors.

We're on a mission to reduce chronic disease by making it easy to eat well. Are you ready to join our team and make a difference?

About You

We are looking for a talented Support Representative, driven by the pride and satisfaction of taking care of our end users.

You enjoy communicating clearly, setting expectations and collaborating with internal teams to deliver results. Attention to detail is second nature for you, and you have experience asking the right questions in order to gather enough information about the end user's experience to reproduce their issue(s). You love a challenge and thrive on opportunities to innovate collaboratively. You want to be part of a fast-moving startup environment. You have a personal interest in health and wellness and can get behind Zipongo's mission.

You are located on the East Coast or in the Midwest US, and are comfortable communicating with end users. You demonstrate great empathy in your communications, and are driven by a desire to ensure each interaction is a positive experience for the end user.


Responsibilities

  • Manage the Zipongo support ticket queue; ensure new questions and issues are addressed within Zipongo Support SLAs
  • Drive the growth and scalability of the Zipongo Support team through process and workflow improvements
  • Become a Zipongo product expert to quickly address common questions and issues
  • Interact with Zipongo's partners' support teams to effectively and efficiently transfer user questions and issues to the appropriate party
  • Reproduce  users' issues and submit internal tickets via Jira for bug fixes and product improvements

What we're looking for:

  • A customer support professional with experience in software-as-a-service and/or platform-as-a-service offerings
  • An empathetic, diligent, and dedicated team player interested in health and nutrition
  • A problem solver who can clearly document issues and the steps to reproduce them

Bonus points for:

  • Experience working with and (especially) managing or administering Zendesk
  • Supporting native Android and/or iOS native apps
  • Previous experience managing, growing, and/or scaling a support team, especially across multiple timezones and countries


To all recruitment agencies (unless otherwise notified in writing): Zipongo does not accept agency resumes. Please do not forward resumes to our job alias, Zipongo employees or any other Zipongo company location.  Zipongo is not responsible for any fees related to unsolicited resumes.

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