Analyst, Customer Happiness

Location: San Francisco, CA

Department: 1990

Type: Contracted to Full Time

Min. Experience: Entry 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

You are a customer-minded problem solver with 1-2 years experience obsessing over all aspects of user experience and customer support: how to identify and resolve user issues, how to translate customer-reported issues into actionable recommendations for improving customer support processes and the core product. You have worked for 1-2+ years interfacing directly with users of a software app (preferably an ecommerce app), or you have worked as a concierge professionally, and have a proven track record of achieving customer happiness in that role. If you have worked at a software company, then you have worked closely with internal teams (e.g. Product, Engineering) to successfully identify necessary improvements and advocate for the most impactful of those improvements to be added to the product.

 

Responsibilities

  • Be a part of and strengthen an excellent support culture and help take it to the next level by providing amazing support
  • Professionally act as a “concierge” to help our users with their requests by responding to, and resolving, such requests in a time-sensitive way with high integrity
  • Efficiently and effectively resolve user issues within our marketplace food ordering app, always optimizing for customer happiness and loyalty
  • Work closely with internal teams (e.g. Product, Engineering) to successfully identify necessary improvements and advocate for the most impactful of those improvements to be added to the product.
  • Managing/updating a queue of tickets through Zendesk and JIRA
  • Light outbound calls to place orders via phone, follow up with restaurants within our network in regards to delivery times or order status.
  • Flag/escalate high priority communications as needed
  • Assist in updating the consumer facing FAQ

 

Key Qualifications

  • 1-2+ years interfacing directly with people either as a support person for a mobile software application (preferably an ecommerce application)
  • Excellent interpersonal communication skills
  • Commitment to doing whatever it takes to make the customer happy, going “above and beyond” to be proactive and helpful
  • Strong motivation to being a team player in a fast-moving, startup culture where customer happiness is critical to the success
  • Effective self learning skills
  • Working knowledge of Zendesk a plus
  • Outstanding verbal and written communication skills
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