Customer Support Specialist, Tovala
$19 - $21 an hour
Smart ovens and meal-kit delivery service
Be an early applicant
Smart ovens and meal-kit delivery service
101-200 employees
Be an early applicant
$19 - $21 an hour
101-200 employees
Company mission
To make home cooking faster, healthier, and easier so people can focus on what's most important to them.
Role
Who you are
- At least 1-3 years of customer service experience (preferred)
- Knowledge of customer service operational best practices
- Experience troubleshooting IT device issues is a plus
- Experience with Zendesk or similar support tools (preferred)
- Physical demands: sitting, vision for machine or computer operations
- You are available to work extended business hours and weekend shifts
- You’re extremely responsive and patient
- You are positive and proactive in resolving customer issues
- You live for good food, so you understand the importance of a good home-cooked meal
- Strong verbal and written communication skills
- Masterful problem-solving skills – identifying the root cause and customer needs
- Strong computer skills, fast typing skills, and light technical troubleshooting experience
- Ability to multi-task and work cross-functionally – we are a fast-growing and fast-paced company
- A sense of humor and a team player
What the job involves
- As a Tovala Customer Support Specialist, you will work with the 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 a front-line agent who greets incoming chats, calls, and emails and ensures that questions or concerns from our customers are addressed in a timely, appropriate, and fun manner.
- You will aim to provide support for the team 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 build 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 8:00 am to 11:00 pm CT, including weekends
- Meet daily, weekly, and monthly KPIs (key performance indicators)
- Monitor and respond to escalated inquiriesDevelop expert-level knowledge of Tovala and support processes
- Use ticket data analysis to identify opportunities for product improvementsIdentify urgent trends and communicate to Support Leadership
- Use the appropriate macros and shortcuts to respond to customer inquiries, be prepared to craft responses from scratch when necessary
- Help monitor daily workflows to take necessary action to meet service levels
- Responsible for creating a positive environment and demonstrating the Tovala values while collaborating with team members
- Continuous improvement mindset and comfortable with constantly changing environment
- 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
Our take
Domestic meal kits are nothing new, with companies such as Hello Fresh, Sun Basket, and Blue Apron all crowding the increasingly popular industry. Tovala is a food-tech company attempting to disrupt this market, with a smart oven that eliminates the need for meal preparation.
Tovala offers customers both an oven and the option to sign up to a rotating weekly meal delivery service. Boasting a single minute of prep-time for adding the final touches, the system works by scanning the meal's QR code so that the oven can run the associated cook cycle. The oven also recognises over a thousand name-brand products, and has hundreds of presets for when users want to cook for themselves.
Despite competing with a pile of other meal-kit services, Tovala's clear stand-out feature is the oven, with nothing similar offered by competitors. The company is aiming to expand into new verticals, adding smart oven air fryers to its product line up in early 2023. The first new appliance from the company since 2018, this move should attract new customers and help cement Tovala's market lead.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
2% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Feb 2021
$30m
SERIES C
Sep 2020
$3m
LATE VC
Total funding: $71.7m
Company benefits
- Ownership : Every full-time teammate receives a stock option grant
- Flexible PTO
- 401(K) with company match
- Hybrid work environment
- Learn & grow : Every teammate receives a yearly learning stipend they can utilize anytime
- Great company culture
- Free Tovala Smart Oven & discounted Tovala Meals
Company 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
- Embrace the Obstacles -- We rise to meet challenges with a sense of urgency, resolve, and optimism
- 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
- 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
- Champion the Customer -- We consider and prioritize our customer in all of our decisions
Company HQ
West Loop, Chicago, IL
Articles
Leadership
David Rabie
(Founder & CEO)They worked as an Associate at The Abernaathy MacGregor Group before working for VeggieGrill and Groovy Spoon for a combined 3 years. Co-founded Draftpedia in 2012 before founding Tovala in 2014.
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