Support Specialist

Join Gopuff as a Support Specialist where you will be responsible for resolving the organization’s most complex support issues across Customer, Driver, and Acquisition Support.

As a member of the Tier 3 support team, this role serves as the final internal escalation point when frontline teams and outsourced partners are unable to achieve resolution. The Support Specialist takes ownership of assigned issues, conducts the necessary investigation, coordinates with internal teams, and ensures customers and drivers receive a clear and appropriate resolution.

Provide Escalated Support

• Provide direct support to customers and drivers whose issues have been escalated to the Tier 3 support team.

• Handle VIP, high-profile, and executive escalations with the appropriate level of urgency, judgment, discretion, and communication.

• Support customer retention efforts following critical issues, helping rebuild trust and reduce avoidable customer churn.

• Investigate and resolve complex, sensitive, high-risk, or high-value contacts across all support inquiry types.

• Take end-to-end ownership of assigned issues, including investigation, communication, cross-functional coordination, documentation, and follow-up.

• Apply sound judgment when existing policies or procedures do not clearly address the situation.

• Ensure resolutions are clear, appropriate, and aligned with company policies, customer experience standards, and business requirements.

• Escalate issues requiring leadership, Legal, Compliance, or Safety review.

Provide Operational Support

• Provide resolution guidance and subject matter expertise to outsourced support team supervisors/managers who need assistance with complex issues.

• Identify recurring escalations, process issues, system limitations, and areas of inconsistent policy interpretation.

• Recommend improvements that reduce repeat contacts, unnecessary escalations, and customer effort.

• Perform other responsibilities based on evolving business and operational needs.

• Bachelor's degree or equivalent experience

• 2+ years of experience in a Tier 3 role handling complex or escalated issues in a customer support or similar service environment.

• Strong investigation, problem-solving, judgment, and decision-making skills, with the ability to own difficult issues through resolution.

• Strong written and verbal communication skills and the ability to remain professional during sensitive or challenging interactions.

• Professional fluency in spoken and written English and Spanish is strongly preferred.

• Ability to interpret and apply policies while recognizing situations that require further escalation.

• Ability to manage an individual workload and collaborate effectively with internal teams.

Originally posted on Himalayas