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)

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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

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Compensation & Benefits:

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

- Paid time off (starting with 10 days in your first year)

- Comprehensive healthcare coverage we really invest in

- 401k with match

- Free Tovala Smart Oven and discounted Tovala meals 

- 11 Paid holidays 

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

Our Values

> Put the Team First: We put what is best for the broader team ahead of what is best for ourselves or our immediate department.

> Get S#!t Done (Well): We celebrate people at all levels for delivering high impact work that expands the bounds of what we’re able to do.

> Connect the Dots: We engage with curiosity to learn how our work impacts others so that we can problem-solve holistically and work collaboratively.

> Be Direct: We share our perspective openly and directly, even when it feels difficult to do so.

> Embrace the Obstacles: We rise to meet challenges with a sense of urgency, resolve, and optimism.

> Champion the Customer: We consider and prioritize our customer in all of our decisions 

At Tovala we‘re committed to building a workplace that represents a variety of backgrounds, skills, and perspectives and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here!