Customer Support Associate

5 months ago

Remote, Malaysia Superorder Full time

**About Superorder**:
Superorder works with more than a thousand restaurants in 150+ cities offering virtual restaurants, order management, AI websites, and operational & financial management. To date it has processed more than 1.5M+ orders across the country. Founded in 2019, Superorder provides an all-in-one software platform that simplifies the way restaurants operate in the digital era by automating every aspect of running an online restaurant business. This empowers restaurants to grow their business by enabling them to create multiple virtual storefronts, centralizing order management, building quick AI websites to boost online presence and allowing them to understand their financials to boost profits. Superorder’s mission is to simplify tech adoption to give restaurant owners time back to invest in their core business - cooking great food.

Superorder is backed by some of the world’s best investors: Foundation, Y Combinator, Floodgate, Slow Ventures, and SV Angel. We are also backed by amazing angels: Michael Seibel (Managing Director, Y Combinator), Babak Nivi (Cofounder AngelList), Kyle Vogt (CEO, Cruise), Daniel Kan (Cofounder, Cruise), Ryan Delk (CEO, Primer), Dan Romero (Cofounder, Farcaster), Guillaume Luccisano (Cofounder, Triplebyte), Ram Shriram (Founding Board Member, Google), Jeff Morris Jr. (Managing Director, Chapter One Ventures), Ravi Parikh (CEO, Airplane), Bobby Goodlatte (GP Form Capital) and many more.

**Values**:

- ** All In or Nothing**: Be driven, dedicated, and committed. Give it your all to win.
- ** Frugality**: Aim to do more with less.
- ** Be different**: Encourage contrarian thinking and embrace diverse viewpoints.
- ** Adapt or Die**: The world is constantly changing - we need to be good at adapting to new realities everyday.
- ** Ownership Mentality**: We see things through to the finish, and take responsibility for outcomes.
- ** Customer Obsessed**: We always put our customers first and think what’s best for them every step of the way.

**What is Partner Support?**:
The partner support team serves as the first point of contact for questions or concerns about the our product. Associates are responsible for providing a positive experience for the customer and finding solutions to any issues that may arise. As a member of the Partner Support team you will handle team escalations, manages inbound/outbound phone calls, works cross functionally with internal teams, and nurture customer relationships to maximize profit potential. Additionally, you will provide valuable insights into customer needs and preferences to improve product development and business strategy as we continue to scale.

**How You’ll Make an Impact**:
In this role, you would be responsible for ensuring our customers receive the highest level of support and guidance throughout their partnership with Superorder. Working closely with customer success and the engineering team to help us build a customer centric environment.

**Responsibilities**:

- Providing product and service information to customers.
- Troubleshooting technical issues and providing solutions.
- Work cross functionally with operations and account management teams to maintain partner relationships
- Create and maintain internal documentation such as playbooks, SOPs, and instructional materials

**Requirements**:

- 2+ years of experience in a customer-facing role
- Excellent communication and interpersonal skills
- Ability to handle difficult customers with patience and empathy
- Strong problem-solving and critical thinking abilities
- Ability to work independently and as part of a team
- Problem-solution oriented
- Ability to work in a fast-paced environment and multitask effectively
- High level of attention to detail

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