Senior Technical Support Specialist

almost 3 years ago
Full time role
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Company

Afresh is on a mission to reduce food waste and increase access to nutritious food globally by transforming the fresh ...

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Job Description

At Afresh, our mission is to make the fresh food supply chain more efficient, thus dramatically reducing food waste and making fresh, nutritious food available and accessible to everyone. Our A.I.-powered solutions optimize ordering, forecasting, and store operations for fresh food departments for brick-and-mortar grocers. The results are powerful: grocers using Afresh are on track to reduce more than 20M pounds of food waste, while increasing fresh sales by 3%, massively increasing their profitability.
Afresh is looking for a Senior Technical Support Specialist to help provide unparalleled support and guidance to our customers, and help develop scalable sleuthing processes and protocol for our nascent team. You will provide excellent customer support to our clients, creating strong customer relationships and cultivating promoters of our brand and product. You'll also help develop internal documentation, canned responses, and repeatable sleuthing protocol to help scale our customer support function as we continue to grow our customer base. You have support and commercial experience, love helping to define new processes in a fast-paced environment, enjoy problem solving, and are excited to reduce fresh food waste in the grocery industry!
We are a passionate team united by our mission to make an impact -- we hope you’ll join us!

What you'll do

  • Resolve tickets via email and (occasionally) on the phone with clear, concise, empathetic communication, helping to identify, debug, and escalate higher priority issues to our engineering and product teams
  • Help to collect and analyze customer feedback, using ticket data to identify recurring issues that, when fixed, improve both the customer experience and the product, driving our mission to reduce food waste
  • Work with the Support Manager to define scalable debugging, triage, and escalation processes and protocol, including writing internal support documentation for common issues, and building out support dashboards intended to make common SQL analyses more repeatable and efficient
  • Work with the Support Manager to effectively hire, onboard, and train new support team members
  • Deeply understand Afresh's customers' needs, how our different clients' needs differ, and serve as the voice of the customer

What skills or experience you need

  • The following represent attributes our ideal candidate possesses. We encourage all highly-qualified candidates to apply, even if they do not fulfill all the listed criteria.
  • 3+ years of experience in customer support
  • Experience with multi-tier customer support capability, including overnight support
  • Knowledge and experience working with a product that includes custom integrations and ML solutions
  • Comfortable writing and understanding SQL, with experience using database tools and dashboarding tools; basic to intermediate coding knowledge
  • Solid grasp with various data stores (traditional databases, data warehouses, key/value stores, etc.) preferred
  • Experience in retail or grocery preferred, but not required

Where will you be working?

  • This is a remote position and you should be based in the Eastern Time Zone of the United States or a European Time zone (Our home office is based in San Francisco).
Afresh is the first A.I.-powered fresh food optimization platform for grocery chains. We have partnered with several large grocers representing hundreds of stores and >$10B in revenue. Our cutting-edge AI research has been published in top journals (e.g., ICML). We’re backed by some of the top investors in grocery and tech including Innovation Endeavors (former Google CEO Eric Schmidt’s firm), James McCann's (former CEO at Ahold USA, Tesco, Carrefour) Food Retail Ventures, Baseline Ventures (first money in Stitch Fix, SoFi, Heroku, Instagram), Maersk Growth, and Impact Engine.
We are building a vibrant, diverse, and inclusive team that embodies our company’s values: proactivity, kindness, candor, and humility. We aspire to continually grow as individuals and as an organization to live these values and realize our mission. We earnestly believe that Afresh represents a one-of-a-kind opportunity to have massive social impact at scale by employing novel technology—and to have a ton of fun along the way.
Afresh provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity/expression, marital status, pregnancy or related condition, or any other basis protected by law.

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