Support Lead

Who We re Looking For

As our Support Lead, you will be in charge of managing our domestic support team, triaging and resolving basic issues and working with production support engineers to resolve more complex issues as quickly as possible. The ideal candidate will be responsible for training and mentoring customer support staff on how to resolve basic issues and how to document more complex issues they need to work with production support on. Some specific issues include: invoice refunds, account management, supplier configurations, file and API integration issues, and operational issues related to order submissions. This role requires strong problem-solving skills, excellent communication, and a commitment to providing exceptional customer service.

Job Responsibilities

• Team Management
  • Train and mentor front line customer service representatives
  • Assist in building out self service and reference content
  • Assist in designing and implementing standard customer service procedures
• App Support Escalation:
  • Work as the second level of support for support, identifying & solving technical issues that don t require engineering support
  • Collaborate with Training Team to ensure resolutions are documented
• Account Management:
  • Assist customers with resolving duplicate account issues
  • Handle account-related inquiries and troubleshoot issues.
  • Ensure customer information is accurate and up-to-date.

• Supplier Configuration:
  • Configure and manage supplier accounts and settings.
  • Work with suppliers to resolve configuration issues.
  • Ensure supplier data is correctly integrated into the system.

• File & API Integration Management:
  • Review of integration data files
  • Identify data errors and communicate to partners

• Operational Issues for Order Checking:
  • Monitor and verify the accuracy of customer orders.
  • Resolve operational issues related to order processing.
  • Reach out to customers to resolve issues
• Payment Related Issues:
  • Triage and resolve payment issues accurately and efficiently.
  • Communicate with distributors and operators regarding payment issues

Qualifications

• Bachelor s degree in a related field or equivalent work experience.
• 3-5 years of experience in a customer support role, preferably in a tech or e-commerce environment.
• Strong understanding of payment processing and account management.
• Familiarity with file based and API integrations
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Detail-oriented with a focus on accuracy and quality.
• Proficiency with customer support software and tools.

Who We Are

Cut Dry is a fast-growing FoodTech startup searching for flexible go-getters who welcome the challenge of meeting the needs of a rapidly expanding business. Our company is revolutionizing the $300B US food supply industry by directly connecting the people who produce and distribute food with those who purchase and prepare it in a commercial setting. Our platform provides wholesale suppliers, manufacturers, and their customers (restaurants, caterers, hotels, lodging, etc.) with an all-in-one order management, shopping, payment, marketing, and tracking solution. Our solution drives revenue and saves valuable time, allowing users to do more with their existing staff, and ultimately, build a more profitable business.

The Cut Dry founders and executive team have a background uniquely suited to attack this complicated problem. Consisting of lifelong Silicon Valley entrepreneurs, the leaders have built and exited multiple startups and possess deep domain expertise in the restaurant and food supply chain business. The founders have sold prior startups to the world s largest food distributor, Sysco, and were directly responsible for building Sysco s industry leading digital customer experiences.

Why Work at Cut Dry?

• Results-driven company culture that encourages a balanced lifestyle
• Base salary stock options package
• Paid Medical, Dental, and Vision
• 401k Plan
• Unlimited PTO
• Flexible remote (work-from-anywhere) environment
• Workspace equipment provided (computer, external monitor, and VoIP headset)

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