Social Media and Escalations Support Agent-Bilingual

Postmates, Nashville

Delivery from all your favorites places on-demand

At Postmates, customers are the center of our business.  Our customer service team delights customers by providing fast, consistent, and world-class customer service from highly skilled agents using powerful tools and systems.  We want all of our customers to have a high touch, personalized service experience.  

Do you love working with and mentoring others on exceptional customer service skills?  Are you great at resolving customer issues?  Are you a people person and a hands-on problem solver?  Do you want to work alongside our customer service representatives and set the example for how we work with our Postmates, customers, and merchants? If this sounds like you, apply today to join the leadership team for our incredible Customer Service team in Nashville!  We're looking for a Spanish speaking agent who is able to work afternoons and evenings.


Computer Skills:

  • Tech savvy with Mac and iOS experience and the ability to type 50+ WPM
  • Ability to read and understand reports to drive performance and identify areas of improvement
  • Demonstrable understanding of the internet, Postmates website, and competitor websites
  • Ability to quickly resolve problems for our Customers via social media outlets (Including but not limited to Twitter, Facebook.)
  • Proficient with Twitter/Tweetdeck, Google Apps, MS Office, Slack, and CRM services (Uservoice, ZenDesk)

Communication Skills:

  • Bilingual Preferred
  • Ability to communicate correctly and clearly with both internal and external customers
  • Excellent documentation skills
  • Outstanding phone etiquette; the ability to work on the phone throughout your shift
  • Good composition skills-- ability to compose a grammatically correct, concise, and accurate written response
  • Act as the primary resource for VIP escalations stemming from internal and external tickets


Problem Solving:

  • Sound judgement and critical thinking skills to make real time decisions
  • Maintain discretion when handling confidential and/or publicity issues
  • The ability to think outside the box, envision solutions and proactively problem solve
  • Strong time management skills, action oriented and self-disciplined
  • Organized and detail oriented

Customer Focus:

  • Resolve escalated customer complaints and questions in real-time via phone, email and chat
  • Thick skin with the ability to convert an angry customer to a happy and satisfied customer
  • Monitor social platforms, primarily Twitter, to resolve customer issues
  • An empathetic personality: you understand when our customers have issues and want to solve their problem quickly and efficiently


Preferred Qualifications:

The ideal candidate 2+ year of leadership experience in a customer service environment, bilingual and has experience working closely with an internal team and an outsource partner.  Would describe themselves as Tech-savvy, they thrive using the latest web-based applications and equipment.  Has proven experience acting as the primary resource for VIP escalations originating on any listening post such as email, social, phone, etc.

About Postmates

Postmates is transforming the way local goods move around a city by enabling anyone to get any product delivered in under an hour. Available for iPhone, Android and on the web, the on-demand logistics service connects customers with local couriers, who purchase and deliver goods from any restaurant or store in a city, 24/7. 

Want to learn more about Postmates? Visit Postmates's website.