Customer Support Specialist

We’re Tovala, a food-tech company reinventing home cooking to save consumers time. Through an innovative combination of hardware, software, and fresh food delivery, we make it incredibly simple for anyone to prepare and enjoy delicious, home-cooked meals without sacrificing time to do whatever matters to them. Through our superior technology, product experience and food quality, we have separated Tovala from the busy pack of other meal delivery businesses. In the process, we’ve amassed a loyal, rapidly growing following and our retention, product engagement and customer NPS are all best-in-class. We’ve raised over $100mm from great investors like Left Lane Capital, Origin Ventures, Y Combinator and Comcast Ventures and have invested strongly in building a unique culture that fosters growth, personal development and camaraderie. Position SummaryAs a Tovala Customer Support Specialist, you will work with the Customer 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, two or three days per week during our peak times during or around mid November until the end of the year. You will be providing customer support during shifts with times ranging between 9:00am to 9:00 pm CT, including weekends. The hours are flexible as long as there is a business need. How you'll spend your time at TovalaMonitor 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 necessaryProvide Tech Support help when troubleshooting the oven or AppEducate customers around all aspects of our service and productUse Zendesk and other CRM software to maintain records of customer interactionsDocument common trends to detect underlying problems and update customer-facing product manuals and assets for better customer self-helpShare perspective on trending topics to the business and engineering teams to help improve our product and servicesMaintaining high customer satisfactionHave 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 youYou constructively provide solutions via written communication that display empathy & active listening to customer issuesYou 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 problemsYou believe that the team is your best asset for being your best each dayStrong computer skills, fast typing skills (40+ wpm), and light technical troubleshooting experienceYou are able to collaborate & bring ideas to a team setting while being productive independently in a remote settingYou love the excitement and challenge of working for a startupYou are available to work extended business hours and weekend shiftsYou are able to start on or around mid November 2025 and work through the end of December 2025Bonus: experience with Zendesk, Slack or similar support tools.Compensation & BenefitsTovala uses market data, geography, and placement of internal employees to determine appropriate hourly rate.This position has the potential to become full time after the end of the year.The values we hold dearPut the team first We put what is best for the broader team ahead of what is best for ourselves or our immediate department. Get s#!t done (well) We celebrate people at all levels for delivering high impact work that expands the bounds of what we’re able to do. Connect the dots We engage with curiosity to learn how our work impacts others so that we can problem-solve holistically and work collaboratively. Be Direct We share our perspective openly and directly, even when it feels difficult to do so. Embrace the obstacles We rise to meet challenges with a sense of urgency, resolve, and optimism. Champion the customer We consider and prioritize our customer in all of our decisions 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!