Customer Support Specialist

We’re Tovala, a food-tech company reinventing home cooking to save consumers time. Through an innovative combination of hardware, software, and fresh food delivery, we make it incredibly simple for anyone to prepare and enjoy delicious, home-cooked meals without sacrificing time to do whatever matters to them. Through our superior technology, product experience and food quality, we have separated Tovala from the busy pack of other meal delivery businesses. In the process, we’ve amassed a loyal, rapidly growing following and our retention, product engagement and customer NPS are all best-in-class. We’ve raised over $100mm from great investors like Left Lane Capital, Origin Ventures, Y Combinator and Comcast Ventures and have invested strongly in building a unique culture that fosters growth, personal development and camaraderie.

As a Tovala Customer Support Specialist, you will work with the Support Team to help our customers have a seamless and enjoyable experience with our company -- from ordering a Tovala Smart Oven to cooking a delicious Tovala Meal in their home, educating and troubleshooting anything in between. You’ll be a front-line agent who greets incoming chats, calls, and emails and ensures that questions or concerns from our customers are addressed in a timely, appropriate, and fun manner. You will aim to provide support for the team that is above and beyond and work to add an element of surprise and delight to all customer interactions. You will also be providing vital insights to the rest of the team to help improve our products and services. We are continuing to shape our service and build our brand, and customer support is an essential piece of that.

As a Customer Support Specialist, you will have the option of working remotely and also the chance to come into the office to collaborate with the team. You will be providing customer support during shifts with times ranging between 8:00 am to 11:00 pm CT, including weekends.

How you'll spend your time at Tovala

• Meet daily, weekly, and monthly KPIs (key performance indicators)
• Monitor and respond to escalated inquiriesDevelop expert-level knowledge of Tovala and support processes
• Use ticket data analysis to identify opportunities for product improvementsIdentify urgent trends and communicate to Support Leadership
• Use the appropriate macros and shortcuts to respond to customer inquiries, be prepared to craft responses from scratch when necessary
• Help monitor daily workflows to take necessary action to meet service levels
• Responsible for creating a positive environment and demonstrating the Tovala values while collaborating with team members
• Continuous improvement mindset and comfortable with constantly changing environment
• Maintaining high customer satisfaction
• Have fun! We want our customers to feel like they are truly a part of the Tovala family. A family that supports, solves problems, educates, and celebrates together while sharing the goodness of eating better

Requirements

• At least 1-3 years of customer service experience (preferred)
• Knowledge of customer service operational best practices
• Experience troubleshooting IT device issues is a plus
• Experience with Zendesk or similar support tools (preferred)
• Physical demands: sitting, vision for machine or computer operations
• You are available to work extended business hours and weekend shifts

About You

• You’re extremely responsive and patient.
• You are positive and proactive in resolving customer issues
• You live for good food, so you understand the importance of a good home-cooked meal.
• Strong verbal and written communication skills
• Masterful problem-solving skills – identifying the root cause and customer needs
• Strong computer skills, fast typing skills, and light technical troubleshooting experience
• Ability to multi-task and work cross-functionally – we are a fast-growing and fast-paced company
• A sense of humor and a team player

The values we hold dear

Put the team first

We put what is best for the broader team ahead of what is best for ourselves or our immediate department.

Get s#!t done (well)

We celebrate people at all levels for delivering high impact work that expands the bounds of what we’re able to do.

Connect the dots

We engage with curiosity to learn how our work impacts others so that we can problem-solve holistically and work collaboratively.

Be Direct

We share our perspective openly and directly, even when it feels difficult to do so.

Embrace the obstacles

We rise to meet challenges with a sense of urgency, resolve, and optimism.

Champion the customer

We consider and prioritize our customer in all of our decisions 

At Tovala we‘re committed to building a workplace that represents a variety of backgrounds, skills, and perspectives and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here!