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Customer Support Specialist (Part-Time)

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<p><span style="font-size: 15px;">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.</span></p><p><br></p><p><b>Position Summary </b></p><p><br></p><p>As 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. </p><p><br></p><p>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. </p><p><br></p><p>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. </p> <p></p><p><br></p><b>How you'll spend your time at Tovala</b><ul><li>Monitor and respond to email inquiries. </li><li>Answer questions and resolve issues in real-time via online chat. </li><li>Answer calls and phone customers to provide live support when necessary</li><li>Provide Tech Support help when troubleshooting the oven or App</li><li>Educate customers around all aspects of our service and product</li><li>Use Zendesk and other CRM software to maintain records of customer interactions</li><li>Document common trends to detect underlying problems and update customer-facing product manuals and assets for better customer self-help</li><li>Share perspective on trending topics to the business and engineering teams to help improve our product and services</li><li>Maintaining high customer satisfaction</li><li>Have 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.</li></ul><p><br></p><b>About you</b><ul><li>You constructively provide solutions via written communication that display empathy & active listening to customer issues</li><li>You love to listen to customer problems and don’t quit until you’ve found the best solution.</li><li>You’re passionate about handling complex issues.</li><li>You get excited in challenging situations, finding new ways to solve problems</li><li>You believe that the team is your best asset for being your best each day</li><li>Strong computer skills, fast typing skills (40+ wpm), and light technical troubleshooting experience</li><li>You are able to collaborate & bring ideas to a team setting while being productive independently in a remote setting</li><li>You love the excitement and challenge of working for a startup</li><li>You are available to work extended business hours and weekend shifts</li><li>You are able to start on or around mid November 2025 and work through the end of December 2025</li><li>Bonus: experience with Zendesk, Slack or similar support tools. </li></ul><p><br></p><b>Compensation & Benefits </b><ul><li>Tovala uses market data, geography, and placement of internal employees to determine appropriate hourly rate.</li><li>This position has the potential to become full time after the end of the year. </li></ul><p><br></p><p></p> <p><b style="font-size: 18px;">The values we hold dear</b></p><p><br></p><p><b>Put the team first</b></p><p><span style="font-size: 11pt;">We put what is best for the broader team ahead of what is best for ourselves or our immediate department. </span></p><p><b>Get s#!t done (well)</b></p><p><span style="font-size: 11pt;">We celebrate people at all levels for delivering high impact work that expands the bounds of what we’re able to do.</span></p><p><b>Connect the dots</b></p><p><span style="font-size: 11pt;">We engage with curiosity to learn how our work impacts others so that we can problem-solve holistically and work collaboratively.</span></p><p><b>Be Direct</b></p><p><span style="font-size: 11pt;">We share our perspective openly and directly, even when it feels difficult to do so.</span></p><p><b>Embrace the obstacles</b></p><p><span style="font-size: 11pt;">We rise to meet challenges with a sense of urgency, resolve, and optimism.</span></p><p><b>Champion the customer</b></p><p><span style="font-size: 11pt;">We consider and prioritize our customer in all of our decisions</span> </p><p><br></p><p><span style="font-size: 11pt;">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! </span></p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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