Customer Service Specialist

Job title: Customer Service Specialist Location: Vancouver, BC Who we are: Flashfood is a marketplace app that connects grocery retailers with shoppers. Grocers post items nearing their best-before dates, like fresh produce, meat, and bakery goods, at discounted prices, helping them recover costs and attract new shoppers. Shoppers get great deals on quality groceries, making it easier to eat well affordably. By keeping good food out of landfills and on dinner tables, Flashfood helps both retailers and consumers save money while reducing food waste. Role overview: We're looking for a Customer Support Specialist to join our small but mighty support team. This is a remote position, and is open to candidates currently residing in Canada or the US. Core hours are 9am-5pm PST (12-8pm EST), with one Saturday or Sunday a week to support our customers and grocery partners. This is a complex role - part problem-solver, part relationship-builder. You'll be hands-on in resolving customer inquiries with accuracy, efficiency, and empathy, while also helping shape how we deliver a best-in-class support experience. You'll ensure details are never missed, approach every interaction with a positive, can-do attitude, and go the extra mile to turn challenges into opportunities. You'll serve as both a front-line resource and a guide - handling day-to-day customer concerns while also identifying patterns, recommending improvements, and contributing to stronger support processes. You'll help unify how we communicate across channels, collaborate with cross-functional teams to resolve complex technical issues, and create solutions that leave customers feeling confident and cared for. This role is perfect for someone who thrives on being proactive and adaptable - who can both dig into the details to solve individual problems and think big-picture to inspire improvements that elevate the overall customer experience. Key Responsibilities: Customer Support & Issue Resolution Respond quickly and professionally to escalated customer support requests across both apps - primarily via email support tickets, with some phone support each day. Respond to customer service inquiries on social media platforms, ensuring timely, professional, and empathetic responses. Troubleshoot customer issues with accuracy and empathy, providing clear guidance and timely resolutions. Handle multiple cases simultaneously while maintaining attention to detail and a positive customer experience. Deliver a customer-first experience in every interaction, turning challenges into opportunities to build loyalty. Technical Issue Monitoring & Escalation Identify, document, and monitor recurring technical issues or bugs. Assist as a liaison between customers and internal teams (Product, Engineering, Partnerships), ensuring issues are communicated clearly and resolved efficiently. Proactively follow up on open cases to keep customers informed and build trust. Collaboration & Continuous Improvement Work closely with Customer Support Manager and internal teams to share customer insights and feedback that drive product and process improvements. Contribute to support resources such as FAQs, help center articles, and internal documentation to improve efficiency and consistency. Participate in team discussions, bringing forward ideas for improving customer experience and support operations. About You: Must-Haves Based in the PST time zone; able to work one weekend day 2–4 years in customer or technical support, ideally in a fast-paced start-up or tech company. Excellent written communication skills - clear, concise, and professional across all customer interactions. Skilled at troubleshooting technical issues and guiding customers through solutions. Strong attention to detail with accurate documentation and process adherence. Comfortable collaborating cross-functionally in a dynamic, fast-moving environment. Proactive, go-getter mindset with a knack for spotting and suggesting improvements. Nice-to-Haves French language skills a strong asset. Familiarity with support ticket platforms (Zendesk, Jira, Freshdesk, etc.). Experience in grocery, retail, or marketplace businesses. Passion for food, sustainability, or mission-driven companies. What We Offer: Competitive salary Comprehensive benefits package, including health, dental, and vision insurance Opportunities for professional growth and development A dynamic and collaborative work environment 100% remote Flashfood is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.