Customer Services Agent, Gopuff

Salary not provided

Junior and Mid level

Remote from UK

More information about location

Food, alcohol, and daily essentials delivery service

Be an early applicant

Food, alcohol, and daily essentials delivery service

1001+ employees

B2CRetailFoodConsumer GoodsDeliveryeCommerce

Be an early applicant

Salary not provided

Junior and Mid level

Remote from UK

More information about location

1001+ employees

B2CRetailFoodConsumer GoodsDeliveryeCommerce

Company mission

To deliver food, drink, supplies, and essentials to customers' doorsteps, safely and quickly.

Job

Company

Role

Who you are

This role will require you to be fully flexible, and available evenings and weekends
You have the right to work in the UK
You have experience using Customer Service platforms to deliver live support to customers
You have experience in customer facing roles, dealing with complaints where empathy and understanding is essential
You are comfortable with technology and troubleshooting across multiple screens showing live orders
You are comfortable working in a fast-paced, start-up environment
Speaking a second language is a plus!
You are able to work remotely within the UK

What the job involves

As a Customer Support agent you’ll work alongside a 30+ group of agents as we look to expand our services across the UK! We are fast, reliable, friendly and conversational with our customers. We don’t speak in jargon and like to have genuine interactions with our customers
Please note this role is a 0 hour contract. You must be based in and have the right to work in the UK
Answer tickets across email and live chat
Provide live support to our stores across the UK, to help provide the best possible experience to customers
Help us to build our processes and systems as we scale
Deliver exceptional customer support using our CRM platform Kustomer and UJET
Embody Gopuff’s tone of voice, and helping resolve their issues in real time
Be required to work weekends and in shift patterns

Our take

Gopuff was an early player in the last-mile delivery space, offering consumers access to a wide range of consumer goods (including food and alcohol) with delivery in ~30 minutes through its network of micro fulfillment centers, from which a fleet of drivers pick up and drop off orders.

Gopuff currently operates in over 1,000 cities and is adding more. The company has made several strategic acquisitions to charge its growth – including UKs Fancy and Dija, and US BevMo!. However, the company faces increased competition on all sides, from Getir (who recently acquired Gorillas), Glovo, and Zapp, as well as high operating costs.

The company has added a range of new capabilities to its platform, launching features to eliminate former pain points by including advance order scheduling, gifting, and in-store pickup. After abandoning plans to IPO in mid-2022, it is focusing back on profitability, though the company has faced some scrutiny over its methods and has had to search further afield for funding at a time when venture capital is scarce. Regardless, Gopuff is well set to remain a major player in the market.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Top investors

-11% employee growth in 12 months

Glassdoor (2.7)

Company

Funding (last 2 of 10 rounds)

Dec 2021

$1.5bn

CONVERTIBLE

Jul 2021

$1bn

SERIES H

Total funding: $5.0bn

Company benefits

Gopuff employee discount
Career growth opportunities
Internal rewards programs
Annual performance appraisal and bonus
Equity program

Company HQ

Northern Liberties, Philadelphia, PA

Leadership

Yakir Gola

(Co-CEO & Co-Founder)

Founded GoPuff whilst studying at Drexel University.

Rafael Ilishayev

(Co-CEO & Co-Founder)

Rafael studied at Drexel University with Yakir, where they co-founded Gopuff together in October 2013, and have been co-CEOs since.

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