Support Specialist, Gopuff
Groceries, alcohol, home essentials delivery service
Be an early applicant
Groceries, alcohol, home essentials delivery service
1001+ employees
Be an early applicant
1001+ employees
Company mission
To deliver food, drink, supplies, and essentials to customers' doorsteps, safely and quickly.
Role
Who you are
- Bachelor's degree or equivalent experience
- 2+ years of experience in a Tier 3 role handling complex or escalated issues in a customer support or similar service environment
- Strong investigation, problem-solving, judgment, and decision-making skills, with the ability to own difficult issues through resolution
- Strong written and verbal communication skills and the ability to remain professional during sensitive or challenging interactions
- Professional fluency in spoken and written English and Spanish is strongly preferred
- Ability to interpret and apply policies while recognizing situations that require further escalation
- Ability to manage an individual workload and collaborate effectively with internal teams
What the job involves
- Join Gopuff as a Support Specialist where you will be responsible for resolving the organization’s most complex support issues across Customer, Driver, and Acquisition Support
- As a member of the Tier 3 support team, this role serves as the final internal escalation point when frontline teams and outsourced partners are unable to achieve resolution
- The Support Specialist takes ownership of assigned issues, conducts the necessary investigation, coordinates with internal teams, and ensures customers and drivers receive a clear and appropriate resolution
- Provide direct support to customers and drivers whose issues have been escalated to the Tier 3 support team
- Handle VIP, high-profile, and executive escalations with the appropriate level of urgency, judgment, discretion, and communication
- Support customer retention efforts following critical issues, helping rebuild trust and reduce avoidable customer churn
- Investigate and resolve complex, sensitive, high-risk, or high-value contacts across all support inquiry types
- Take end-to-end ownership of assigned issues, including investigation, communication, cross-functional coordination, documentation, and follow-up
- Apply sound judgment when existing policies or procedures do not clearly address the situation
- Ensure resolutions are clear, appropriate, and aligned with company policies, customer experience standards, and business requirements
- Escalate issues requiring leadership, Legal, Compliance, or Safety review
- Provide resolution guidance and subject matter expertise to outsourced support team supervisors/managers who need assistance with complex issues
- Identify recurring escalations, process issues, system limitations, and areas of inconsistent policy interpretation
- Recommend improvements that reduce repeat contacts, unnecessary escalations, and customer effort
- Perform other responsibilities based on evolving business and operational needs
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 also 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.
To combat its competition, 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.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-11% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Nov 2025
$250m
LATE VC
Dec 2021
$1.5bn
CONVERTIBLE
Total funding: $5.2bn
Company HQ
Northern Liberties, Philadelphia, PA
Leadership
Yakir Gola
(Co-Founder & Co-CEO)Co-founded GoPuff whilst studying at Drexel University.
Rafael Ilishayev
(Co-Founder & Co-CEO)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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