• Provide multi-channel customer support via email, chat, and phone • Troubleshoot product issues using Zendesk and Jira • Own customer issues end-to-end • Document and categorize issues accurately • Collaborate closely with teammates and cross-functional partners • Build strong product knowledge to guide customers confidently • Represent the customer’s perspective internally

• Manage strategic support accounts and coordinate delivery management for various projects. • Work closely with clients to understand their needs and develop tailored support strategies. • Ensure the successful execution of projects and monitor project progress. • Identify potential risks and implement solutions to keep projects on track. • Build strong relationships and act as the main point of contact for all client-submitted cases. • Provide the highest level of support by quickly diagnosing and resolving client issues. • Establish a help desk to help desk partnership and coordinate with the client's help desk team. • Develop escalation procedures to ensure quick resolution of critical problems. • Monitor and improve help desk performance by reviewing metrics and implementing strategies.

• Take a lead role in developing the technical architecture and roadmap driving the transformation of our customer service tech stack. • Build architectural standards and best practices for ezCater’s software platform. • Set the technical strategy and vision for the Customer Service roadmap. • Strike a balance of quality and speed while working on company-level priorities. • Be a visionary leader providing guidance and mentorship to your teammates. • Raise the bar for software quality, architecture, and expectations in the engineering organization.

• Respond quickly and professionally to customer inquiries across all channels including email, live chat, Amazon, social media (comments, DMs), and other platforms across all brands • Resolve order issues, product questions, shipping concerns, and account inquiries with accuracy and empathy • Monitor and respond to reviews (Amazon, Yotpo, etc.) to protect and enhance brands reputation • Monitor and respond to social media comments, messages, and engagement, ensuring all interactions are timely, professional, and aligned with brand voice and customer experience standards • Process orders, returns, exchanges, refunds, and account updates • Maintain accurate and detailed records in CRM and support systems • Identify root causes of recurring issues and recommend improvements • Deliver high CSAT and contribute to increased retention and repeat purchase behavior • Monitor order flow and fulfillment systems (e.g., ShipStation) to proactively identify and resolve issues before they reach the customer • Review and correct address errors, flagged shipments, and delivery exceptions • Identify and escalate potential fraudulent orders based on risk signals and order patterns • Track and communicate back orders or fulfillment delays, ensuring timely customer updates and expectation management • Respond to inbound B2B inquiries (new leads, product questions, capabilities) • Qualify opportunities and route effectively to appropriate sales leadership • Support communication with active accounts as needed • Proactively engage high-value DTC customers and key accounts • Support follow-ups, upsell opportunities, and retention initiatives • Use tools such as Zendesk, HubSpot, Shopify, Amazon Seller Central, Slack, and Asana to manage workflows • Maintain clean, organized systems with full visibility into tickets and communications • Collaborate with leadership to build and refine SOPs and workflows • Actively integrate AI tools (ChatGPT, Claude, Gemini, etc.) into daily workflows • Build and refine prompts, templates, and workflows • Identify and implement automation opportunities to increase efficiency • Contribute to developing smarter systems and scalable processes