Senior Customer Support Representative

Applications are managed on Chowdeck’s official recruitment portal Role summary Chowdeck is hiring an experienced Customer Support Specialist to resolve complex escalations, mentor junior representatives and improve support processes. This is a phone-intensive role requiring confident communication, empathy and complete ownership of customer, vendor and rider issues. Key responsibilities • Serve as the first escalation point for complex or sensitive support cases. • Handle high volumes of inbound and outbound calls with customers, vendors and riders. • Resolve issues across phone, chat, email and social media while maintaining a professional and empathetic tone. • Investigate priority cases, coordinate with relevant teams and follow through to resolution. • Coach junior agents and review calls, chats and emails to improve performance. • Identify recurring pain points and work with Product, Operations and Vendor teams on root-cause solutions. • Maintain support documentation, onboarding materials and training resources. • Help protect strong customer-satisfaction standards in a demanding, shift-based environment. Candidate profile • Three to five years of customer-support experience, preferably in e-commerce, logistics, fintech, mobility or another high-volume environment. • Confident handling frequent telephone calls and difficult conversations. • Experience using platforms such as Intercom, Zendesk or comparable support tools. • Demonstrated escalation management, coaching and problem-solving capability. • Analytical, resilient, detail-oriented and able to work evenings, weekends or holidays when scheduled. • Startup, on-demand delivery, contact-centre or knowledge-base experience is an advantage. Benefits • Full medical coverage, MacBook Pro and lunch allowance. • Career-development, mentorship and leadership-progression opportunities. How to apply Use the official Chowdeck recruitment portal linked on this page.