Position - Sr Associate Escalations

Position Summary:

The Sr Associate Escalations(MXT) representative is an expert problem solver capable of handling and resolving escalations across all customer and restaurant touchpoints. He/She is responsible for supporting Slice customers and pizzeria partners, managing social sentiment, and protecting Slice’s brand reputation across all channels. The MXT Representative also collects, organizes and facilitates cross-functional feedback obtained throughout all areas of the business.

Responsibilities:

• Quickly and effectively handle and/or coordinate the resolutions of escalations across all support channels and touchpoints
• Consistently meet or exceed all SLA’s and performance metrics as defined by the management team
• Provide support and engage with customers on social media to protect brand reputation, improve social sentiment, and represent the Slice customer support team
• Respond to all app ratings and reviews on the Play Store and App Store to increase customer confidence, improve app ratings, and collect product feedback
• Participate in retention marketing efforts by engaging with customers such as by responding to “Founder Email” or similar nurture campaigns  
• Engage with customers who respond to the post-order survey or any similar such surveys to enhance their connection to Slice or win them back after a poor experience
• Properly categorize customer issues, document trends, and regularly communicate customer preferences and aversions to facilitate cross-functional feedback
• Contribute to projects and participate in cross-functional efforts when necessary
• Serve as a subject matter expert and knowledge resource for Slice’s Customer Support and Operations teams and contribute to the creation of internal knowledge base content
• Perform Customer Support and/or Order Processing duties as business needs require

Requirements:

• Expert problem solver and able to turn critics into promoters
• Ability to think strategically and to inform processes, procedures, and systems design
• Subject matter expert and eager to share knowledge with coworkers and customers alike
• A curious mentality and oriented toward constant learning
• Preferably to have experience in customer support or operations role at Slice
• Flexible and able to work night shifts as well