Technical Support Specialist

Afresh is on a mission to eliminate food waste and make fresh food accessible to all. Our first A.I.-powered solution optimizes ordering, forecasting, and store operations for fresh food departments in brick-and-mortar grocers. With our Fresh Operating System, regional and national grocery retailers have placed $1.6 billion in produce orders across the US and we've helped our partners prevent 6.9 million pounds of food from going to waste. Working at Afresh represents a one-of-a-kind opportunity to have massive social impact at scale by leveraging uncommonly impactful software – we hope you'll join us!

Afresh is looking for a Support Specialist on our Deep Tech Squad to help provide unparalleled support and guidance to our customers. You will help resolve complex customer inquiries that arise with Afresh solutions, investigating and troubleshooting using your knowledge of SQL and databases. You'll also help to build and improve our processes as a team, helping to develop internal dashboards, define the process for in-depth investigations, and repeatable sleuthing protocol to help scale our customer support function as we continue to grow our customer base. You have support experience, a love of problem-solving, and are driven to help 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
• Investigate tricky customer problems involving data integrity, data feeds, and machine learning, to improve both the customer experience and the product, driving our mission to reduce food waste
• Help to build and improve upon our debugging, triaging, and escalation protocol, including creating dashboards and repeatable queries intended to make common SQL analyses more efficient
• Deeply understand Afresh's customers' needs, how our different Partners' needs differ, delighting our customers and serving as the voice of the customer back to Afresh
• Grow with the organization and our needs as a team, potentially specializing in specific Partner needs, and/or helping to build out the team by training future teammates

Skills & experience you'll need

• Strong strategic and analytical thinker with exceptional execution and problem-solving capabilities
• Acute attention to detail; you live for the thrill of connecting the dots
• A clear, concise, empathetic writer and exceptional communicator who can internalize customers' feedback and effectively advocate for their needs
• Strong SQL experience, both writing and understanding queries, and familiarity with data stores and databases
• Organized and self-motivated individual, comfortable operating within ambiguity
• Strong self-starter who thrives in a dynamic, fast-paced, small team environment that is capable and willing to wear multiple hats and own end-to-end processes and follow-up
• 1+ years of experience in technical customer support
• Experience in retail or grocery preferred, but not required
• Availability to work a Sunday - Thursday schedule during our business hours

Where will you be working?

• This is a remote position and you should be based within the United States (Our home office is based in San Francisco).

About Afresh

Founded in 2017, Afresh is working on the #1 solution to curb climate change: reducing food waste. By combining human insight and transformative technology, we're helping grocers provide fresher food to customers at more affordable prices.

Afresh sits at an incredible intersection of positive social impact, rocket ship financial growth, and cutting-edge technology. Our best-in-class AI research has been published in top journals including ICML, and we've raised over $30 million in funding from investors including Eric Schmidt's Innovation Endeavors and James McCann (former CEO Tesco, Ahold, Carrefour). In 2021, we received an Honorable Mention for Fast Company's World Changing Ideas in Food.

Fresh is the past, present, and future of our food system – the waste we create today will impact our planet for years to come. Join us as we continue to build a vibrant, diverse, and inclusive team that embodies our company’s values of proactivity, kindness, candor, and humility.

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.