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.
- Medical/Dental/Vision Insurance (for full-time employees)
- 401(k) Retirement Savings Plan
- 25% employee discount & FAM Membership
- Vacation and Sick Time for eligible employees
- EAP through AllOne Health (formerly Carebridge)
You Will:
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 SupportProvide 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.
You Have:
- 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.
Skills Required
- Bachelor's degree or equivalent experience
- 2+ years in a Tier 3 role handling complex or escalated support issues
- Strong investigation, problem-solving, judgment, and decision-making skills
- Strong written and verbal communication skills and professionalism during sensitive interactions
- Ability to interpret and apply policies and recognize when to escalate
- Ability to manage individual workload and collaborate with internal teams
- Professional fluency in spoken and written Spanish (strongly preferred)
Gopuff Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Gopuff and has not been reviewed or approved by Gopuff.
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Healthcare Strength — Core medical, dental, and vision coverage is described for eligible full-time roles, alongside access to an Employee Assistance Program and options like HSA/FSA. Job postings indicate these benefits are part of the standard package.
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Retirement Support — A 401(k) plan is offered to eligible employees, signaling support for long-term savings. Several role descriptions also reference additional financial programs such as bonus or equity eligibility.
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Parental & Family Support — Paid parental leave and family-building benefits are highlighted for eligible employees, with fertility support noted in company materials. These offerings complement broader PTO and sick-time programs in corporate and many field roles.
Gopuff Insights
What We Do
Gopuff is the go-to solution for immediate everyday needs, fulfilling customer orders of cleaning and home products, over-the-counter medications, baby and pet products, food and drinks, and in some markets, alcohol – in just minutes. With micro-fulfillment centers in every market it serves, the company delivers thousands of products quickly for a flat $2.95 delivery charge. Gopuff is open 24/7 in many markets and late-night everywhere else to bring customers what they need when they need it most. Gopuff was founded in 2013 by co-CEOs Rafael Ilishayev and Yakir Gola when they were college students at Drexel University. The Philadelphia-based company now operates more than 600 micro-fulfillment centers in more than 1000 markets across the United States, including Chicago and its suburbs. It has raised more than $3.4B in funding.
Why Work With Us
We are the instant needs category creator, delivering in about 30 minutes for a $2.95 delivery fee. Our business model sets us apart: we own the products we sell and house them locally in our own micro-fulfillment centers. We have an entrepreneurial culture and constantly innovate to build new categories that improve customer experience.
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