Customer Support Specialist

At Volup, we’re redefining food delivery with a focus on efficiency, quality, and exceptional service. We connect top restaurants to customers with a premium delivery experience—and we’re growing fast. To support this growth, we’re looking for a Customer Support Specialist who can keep our operations smooth and our partners happy, every step of the way.

Key Responsibilities

• Operational Oversight: Monitor daily logistics to ensure fast, accurate, and smooth deliveries.
• Real-Time Problem Solving: Act as the primary contact for couriers, restaurants, and customers to swiftly resolve live issues.
• Issue Resolution: Identify delays, communication gaps, and disruptions—and take fast action to resolve them.
• Customer Support: Provide post-delivery assistance with issues such as order delays or missing items.
• Follow-Up Management: Track ongoing problems to ensure they’re fully and sustainably resolved.
• Process Improvement: Work with the team to optimize internal workflows, tools, and service performance.

What we're looking for

• Experience in customer support or logistics/operations roles
• Fluent in Portuguese, English, and Spanish (written and spoken)
• Strong communication skills and ability to stay calm under pressure
• Organized, detail-oriented, and proactive
• Comfortable making quick, sound decisions
• Advanced Excel skills (mandatory)
• Availability to work in shifts, including weekends and holidays

Nice to have

• Familiarity with delivery logistics, last-mile or food tech,
• Experience using support tools (Zendesk, Intercom, etc.)
• Exposure to service-level metrics and performance tracking

What we offer

• Competitive salary package with benefits
• A dynamic, collaborative, and fast-paced environment
• Full remote work flexibility
• Opportunity to grow with the company as we expand
• Strong culture of autonomy, trust, and teamwork

Employment Type: Full-time

Expected Hours: 40 hours per week

Work Model: Remote (with timezone alignment and shift availability)