Associate II, Customer Experience at Postmates
Nashville, TN, US

WHO WE ARE

Postmates enables anyone to have just about anything on-demand. We pioneered the on-demand space and currently serve 80% of US households with a fleet of more than 350,000 Postmates and the largest network of merchants in the US. We’re changing the landscape of commerce by making cities our warehouses, providing the delivery infrastructure, and connecting our customers to any product, anywhere, anytime. Postmates isn’t just an app, it’s a way of life and a part of pop culture. We are the O.G. of on-demand and we’ve given people a new superpower — the ability to Postmate anything from anywhere. We’re building a movement to make Postmates a verb: Postmate it.

WHAT WE DO

At Postmates, customers are the center of our business. Our customer service team delights customers by providing fast, consistent, and world-class personalized customer service from highly skilled agents using powerful tools and systems. We are seeking creative teammates with an outside-the-box startup mentality that will revolutionize the future of customer service.

YOUR RESPONSIBILITIES

Come help support the future of on-demand logistics. Postmates is currently looking for Customer Service Associates to join our Customer Support team working directly with our Merchants.  Through a mix of real-time problem solving, process enactment, and cross-functional communication, Customer Service Associates hold the key to the success of every Postmates delivery.

Computer Skills:

  • Ability to efficiently use desktop computer
  • Tech savvy with Mac and iOS experience
  • Excellent typing skills
  • Demonstrable understanding of the internet, Postmates website, and competitor websites

Communication Skills:

  • Ability to communicate correctly and clearly with both internal and external customers
  • Maintain a high level of professionalism and work to establish a positive rapport within the office and with every Merchant
  • Excellent documentation skills
  • Outstanding phone etiquette; the ability to work on the phone throughout your shift
  • Good composition skills-- ability to compose a grammatically correct, concise, and accurate written response

Problem Solving:

  • The ability to think outside the box, envision solutions and proactively problem solve
  • Working closely with leadership to ensure individual and team goals are met
  • Strong time management skills
  • Action oriented and self-disciplined
  • Organized and detail oriented

Merchant Focus:

  • Resolve Merchant concerns and questions in real-time by managing support tickets and solving customer inquiries via phone, email and chat
  • Thick skin with the ability to convert an angry customer to a happy and satisfied customer
  • Ability to empathize with and prioritize Merchant needs
  • Maintain a quality professional relationship with the Account Managers you are supporting
  • Share best practices with your peers within Postmates to create a best in class customer experience through a regular cadence of information sharing sessions
  • Must demonstrate good judgement in handling the concerns of our top clients
  • Willingness to go above & beyond for your customers and internal stakeholders

Perfect Candidate:

  • The ideal candidate has 3-5 years of experience providing outstanding customer service, preferably in the technical, contact centers, retail and/or food service industry
  • A smile in your voice and the desire to change the world one order at a time
  • Comply with Postmates’ policies and processes
  • Flexibility to work nights, weekends, and holidays. Shifts are set and you will work the same shift each week. 
  • Meet and maintain all individual performance metrics

YOUR BENEFITS

Postmates has your back. In our impact-first work environment, we value huge company vision. As you strive to build the future with us, we’ll support you with a competitive salary and equity plan, along with access to our 401k plan and robust benefits including: health benefits, flexible paid time off, parental benefits, and food perks.