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Client Support Specialist


Chicago, IL, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Technology
  • Post Date: 03/16/2023
  • Website:
  • Company Address: 118 N Peoria St, Chicago, IL

About Crafty

Crafty is a centralized platform for workplaces to manage food, beverage and supplies for their in-office, remote, and hybrid teams across the globe. We provide the services and technology to manage pantry, catering, cafe programs across the globe, as well as remote employee perks in the United States.

Job Description

The Role:

Crafty is seeking a trusted Client Support Specialist to support a rapidly growing client base. This individual will contribute to a team responsible for management of regular client orders and incoming client inquiries involving daily services where immediate attention is required.

Your main area of responsibilities: Crafty Client support hub and client satisfaction

Crafty Communications Hub and Client Satisfaction

Serve as the organization’s communications hub by triaging and answering or directing incoming client communications to the subject matter expert
Ensure that clients receive the highest level of service through timely and satisfactory responses
Inform clients of exceptions to expected daily services such as out of stock items or altered delivery scheduled
Resolve issues and troubleshoot technical problems
Receive and respond to time sensitive questions from the Crafty Field team and Partners
Approve and reconcile client  orders
Holiday delivery scheduling outreach
Client outreach via sentiment surveys and feedback collection calls
Proactive client outreach to inform of new program features, seasonal offerings and technology highlights
Ownership and execution of the ‘Crafty In A Box’ program
Answering client expansion questions regarding Crafty's products and services
Work to re-sign clients at contract renewals

In addition, you will work to continually develop and improve the Support function to create a better operation and product for the entire Crafty client network!

This role reports directly to the Client Support Manager.

Who we are:

Crafty’s mission is to help companies craft better workplaces by providing the services and technology to deliver a modern, comprehensive food & beverage program for their employees, no matter where they work.  After operating with a vertically integrated supply chain (i.e., directly fulfilling orders from Crafty-operated distribution centers) in Chicago and the Bay Area, our team launched a third party fulfillment model that has rapidly scaled our coverage into over 25 markets globally, in just a year’s time.

At Crafty, we have a diverse, high-powered team, comprised of folks in technology, supply chain operations, field operations, sales, account management, and more. Our workplace is dynamic, fast-paced, and just plain fun; we pride ourselves in having an amazing mix of humans who make up our team!

Who we are looking for:

Your experience (preferences, not requirements):

2.5+ years in a customer facing Client Support role
Experience effectively communicating cross-functionally
Food & Beverage experience (nice to have)

Your proficiencies:

Customer Relationship Management platform (HubSpot, Zoho, SFDC, etc) experience
Ticketing system (HubSpot, Zendesk, etc.) experience
Google Suite

You are:

A client obsessed individual with a commitment to having a client-first approach. The client is at the center of everything you do and you are not satisfied unless the client is satisfied.
A strong leader with the ability to oversee all aspects of an extremely complex and evolving function.
Self-starter who is extremely results and detail-oriented.  Extremely hard working.  We are a startup with the mentality that no job is too big or too small for us.  You are resourceful and hustle because that’s just how you work.
Calm and collected in the line of fire. On a day where everything that could go wrong has gone wrong, you find a way to stay positive.
Passionate about growth.  We have a bright future ahead, which depends on our team’s spirit, morale, and work ethic.
Extraordinarily organized. Detail-orientation is an absolute must. You have tried-and-true methods in your arsenal for staying organized and on top of it all.
Quick learner. You can pick up anything with minimal interaction or teaching and can teach the next person just as well as you learned it.
Adaptable. As the circumstances change, you change your focus with it.

Must have received or be willing to receive the COVID-19 vaccination by date of hire to be considered. Proof of vaccination required.

You are considered fully vaccinated:

14 days after you dose of an accepted single-dose vaccine
14 days after you second dose of an accepted 2-dose series
14 days after you received 2 doses of any "mix-and-match" combination of accepted COVID-19 vaccines administered at least 17 days apart.

If you do not meet these requirements, you are NOT considered fully vaccinated.

What we offer:

Our people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart hooligans who work incredibly hard and know how to get things done. Building the structure to support our team as it continues to grow will have a tremendous impact in enabling our growth today and shaping the company that we become.

We are proud to offer a compensation package that includes an option to join our Crafty healthcare plan to cover health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, it goes without saying, but snacks, beverages, and fun Crafty events are a part of that!

Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.