About the job
At Slice, we believe in empowering local pizzerias with the same technological advantages as major franchises, all while preserving their unique identities. Founded by Ilir Sela, Slice has evolved from our family pizzerias to a platform that now supports tens of thousands of restaurants. Our mission is to equip restaurant owners with the tools they need to better serve their digitally savvy customers and create sustainable businesses. As we continue to grow, we are looking for talented individuals to join us in this essential mission.
Your Mission:
As a Senior Customer Experience Representative, you will play a vital role in enhancing the operations of our restaurant partners. You'll focus on streamlining their internal processes, allowing them to concentrate on what they do best—preparing and delivering exceptional food! Your responsibilities will include managing phone orders and providing outstanding support through both inbound and outbound calls.
Your Responsibilities:
In this position, you will be responsible for handling phone orders, addressing common support issues, and accurately documenting all interactions in Slice's systems. Your goal will be to consistently deliver a fast, reliable, and high-quality customer experience while ensuring operational efficiency through accuracy and strong discipline. You'll independently resolve standard scenarios, escalate issues when necessary, and meet performance metrics for quality and productivity.
Team Collaboration:
You will engage in both inbound and outbound support interactions, accurately and efficiently processing incoming phone orders while adhering to service level expectations. Documentation of interactions is critical; you'll need to provide clear notes, tagging, and outcomes, and identify escalation needs with contextual information to expedite resolutions. Collaborating with peers, Team Leads, and senior team members will be essential to ensure consistent execution across the team. You will support the team during peak periods, striving to meet performance expectations for quality assurance, productivity, and maintaining a low error rate.
Work Schedule:
This is a full-time, on-site role requiring 40 hours a week. Each shift lasts 8 hours and will be scheduled during the evening or night (2nd and 3rd shifts), between 4 PM and 7 AM.