Customer Support Specialist

We’re Tovala, a food-tech company reinventing home cooking to save consumers time. Through an innovative combination of hardware, software, and fresh food delivery, we make it incredibly simple for anyone to prepare and enjoy delicious, home-cooked meals without sacrificing time to do whatever matters to them. Through our superior technology, product experience and food quality, we have separated Tovala from the busy pack of other meal delivery businesses. In the process, we’ve amassed a loyal, rapidly growing following and our retention, product engagement and customer NPS are all best-in-class. We’ve raised over $100mm from great investors like Left Lane Capital, Origin Ventures, Y Combinator and Comcast Ventures and have invested strongly in building a unique culture that fosters growth, personal development and camaraderie. Position Summary   As a Tovala Customer Support Specialist, you will work with the Customer Support Team to help our customers have a seamless and enjoyable experience with our company -- from ordering a Tovala Smart Oven to cooking a delicious Tovala Meal in their home, educating and troubleshooting anything in between. You’ll be the first line to greet incoming chats, calls, and emails and ensure that questions or concerns from our customers are addressed in a timely, appropriate, and fun manner. You will aim to provide support that is above and beyond and work to add an element of surprise and delight to all customer interactions. You will also be providing vital insights to the rest of the team to help improve our products and services.    We are continuing to shape our service and building our brand, and customer support is an essential piece of that. As a Customer Support Specialist, you will have the option of working remotely and also the chance to come into the office to collaborate with the team.   You will be providing customer support during shifts with times ranging between 9:00am to 9:00 pm CT, including weekends (Sunday to Thursday or Tuesday to Saturday) How you'll spend your time at Tovala

Monitor and respond to email inquiries. 

Answer questions and resolve issues in real-time via online chat. 

Answer calls and phone customers to provide live support when necessary

Provide Tech Support help when troubleshooting the oven or App

Educate customers around all aspects of our service and product

Use Zendesk and other CRM software to maintain records of customer interactions

Document common trends to detect underlying problems and update customer-facing product manuals and assets for better customer self-help

Share perspective on trending topics to the business and engineering teams to help improve our product and services

Maintaining high customer satisfaction

Have fun! We want our customers to feel like they are truly a part of the Tovala family. A family that supports, solves problems, educates and celebrates together while sharing the goodness of eating better.

About you

You constructively provide solutions via written communication that display empathy & active listening to customer issues

You love to listen to customer problems and don’t quit until you’ve found the best solution.

You’re passionate about handling complex issues.

You get excited in challenging situations, finding new ways to solve problems

You believe that the team is your best asset for being your best each day

Strong computer skills, fast typing skills (40+ wpm), and light technical troubleshooting experience

You are able to collaborate & bring ideas to a team setting while being productive independently in a remote setting

You love the excitement and challenge of working for a startup

You are available to work extended business hours and weekend shifts

Bonus: experience with Zendesk, Slack or similar support tools.

Compensation & Benefits

Tovala uses market data, geography, and placement of internal employees to determine appropriate salary. Additionally, we offer all employees real ownership in the company in the form of a competitive equity package.

Comprehensive healthcare coverage we really invest in

401k with match

Free Tovala Smart Oven and discounted Tovala meals 

Various other perks - recognition programs, continued learning stipend, casual dress code, in-office coffee, snacks and drinks, and Tovala swag