Customer Support Specialist

We’re Tovala, a food-tech company completely reinventing home cooking to save consumers time. Through an innovative combination of hardware, software, and food, we give our customers a way to enjoy really good, good-for-you meals without sacrificing time to do whatever matters to them. We’ve amassed a loyal, rapidly growing following in just a few years, radically changing the day-to-day lives of people across the country and successfully creating a new model for the food industry. We’re looking for great people to join our team of hard-working, food-loving nerds.

Position Summary

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 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 8:00am to 10:30 pm CT, including weekends. This position is remote.

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
  • Paid holidays and our winter holiday office shutdown where the offices and facilities close for a week around Christmas and New Years
  • Various other perks – recognition programs, continued learning stipend, casual dress code, in-office coffee, snacks and drinks, and Tovala swag

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!