Customer Support Specialist - Northeast

The Customer Support Specialist at Odeko plays a vital role by being the first point of contact for all customer inquiries through various channels like email, chat, and social media. You will provide personalized service for Northeast Region customers, troubleshoot issues with our Order Ahead app and Supply Portal, and collaborate with cross-functional teams to resolve customer concerns efficiently.

To be eligible for the Customer Support Specialist role at Odeko, you should have at least 1+ years of experience in customer service or support. A love for customer care, excellent communication skills, advanced problem-solving abilities, and familiarity with tools like Hubspot and Shopify will also help you excel in this position.

Odeko fosters a fast-paced environment that emphasizes growth opportunities. As a Customer Support Specialist, you will have the chance to directly impact company strategies, enhance your skills, and potentially expand your career within various departments of the organization.

As a remote Customer Support Specialist at Odeko, you'll find yourself in a dynamic work environment where adaptability and quick thinking are key. Your schedule will typically be Sunday through Thursday, allowing you to engage with customers effectively while balancing multiple tasks in a supportive atmosphere that encourages innovation.

Odeko offers a competitive compensation package along with healthcare benefits and opportunities for equity. Additionally, employees enjoy a range of perks, and a full benefits list is available upon request, highlighting our commitment to diversity and inclusion in the workplace.

In answering this question, emphasize your relevant experience by sharing specific examples that demonstrate your dedication to customer care and problem resolution. Highlight any tools you've used, such as CRM systems, that showcase your skill set.

Discuss your approach to de-escalating situations, showing empathy, and finding solutions that meet customer needs. Illustrate your answer with a real-life example that ends positively. This will help the interviewer gauge your conflict-resolution skills.

Outline creative strategies like gathering customer feedback or analyzing support ticket trends to identify common issues. Emphasizing collaboration with other teams to implement solutions shows your proactive approach to enhancing customer experiences.

Explain your method for assessing urgency and importance, perhaps through a quick triage process. Bring in personal experiences where you had to juggle tasks effectively, ensuring that all customers received timely support.

Share your understanding of Odeko's dedication to supporting small businesses, emphasizing its technological solutions for cafes and coffee shops. Convey genuine enthusiasm for being part of a company that values community and innovation.

Mention any relevant tools you've worked with, like Hubspot or other CRM systems, and describe how they helped you track customer interactions and manage support requests effectively.

Describe your writing style and how you would create clear, engaging help guides or articles that solve common customer problems. Discuss the importance of user feedback and metrics to refine content over time.

This is your chance to shine. Describe a specific instance where you handled a challenging situation and transformed it into a positive outcome through your skills, determination, and empathy.

Discuss your routines and practices that keep you focused and driven, such as setting daily goals, maintaining communication with team members, and creating a dedicated workspace.

Explain what empathy means to you in the context of customer service and provide examples from past experiences where you actively listened to customers and adapted your approach to their emotional and practical needs.