Associate, Phone Operations

Ilir Sela started Slice with the belief that local pizzerias deserve all of the advantages of major franchises without compromising their independence. Starting with his family’s pizzerias, we now empower over tens of thousands of restaurants with the technology, services, and collective power that owners need to better serve their digitally minded customers and build lasting businesses. We’re growing and adding more talent to help fulfil this valuable mission. That’s where you come in.


**The Challenge to Solve**
Support our restaurant partners by streamlining their internal operations, allowing them to focus on what they do best - preparing and delivering great food! The Customer Experience Representative at Slice is responsible for supporting restaurant partners and their customers through inbound and outbound phone interactions.


**The Role**
The representative will handle phone orders, resolve common support issues, and ensure all work is documented accurately in Slice systems. The goal is to consistently deliver a fast, reliable, and high quality customer experience while supporting shop partner operations through accuracy, speed, and strong operational discipline. This role will focus on resolving standard scenarios independently, escalating issues appropriately, and meeting performance expectations for quality, productivity, and adherence.


**The Team**
In this role you’ll handle inbound and outbound support interactions across standard scenarios as well as incoming phone orders accurately and efficiently while meeting service level expectations. You’ll be documenting interactions accurately, including notes, tagging, and outcomes while identifying when to escalate and provide clear context that speeds up resolution. You’ll collaborate with peers, Team Leads, and Senior team members to ensure consistent execution across the team. You will support the team during peak periods and meet performance expectations for quality assurance, productivity, and low error rate.


**Please note this is a full-time, on site position [40 hours/week]. Each shift is 8 hours long and takes place during the evening or night (2nd and 3rd shifts). All shifts are scheduled between 4 pm and 7 am.**
**The Winning Recipe**
**These Are The Core Competencies This Role Calls For**

- Excellent English verbal and written communication skills, minimum B2 level
- 1 year experience in customer support, operations, or a similar role, or equivalent relevant experience
- Strong attention to detail with the ability to consistently process customer requests accurately
- Comfort using ticketing systems, CRMs, and basic spreadsheets
- Ability to stay calm, empathetic, and effective in a high paced contact center environment
- Ability to multitask and handle competing priorities during peak periods
- Collaborate and communicate effectively with team members and leadership

**The Extras**
Working at Slice comes with a comprehensive set of benefits, but here are some of the unexpected highlights:



- Pizza Fridays
- Wellbeing Program
- Learning and Development Program

**The Hiring Process**
You’ll find a summary of your expected interview process below and we’ll stick to this as closely as possible, but please note this may be subject to change.



- 30 minute meeting with Recruiter
- 30 minute meeting with Team Leads
- Offer!

At Slice we are committed to fostering an inclusive, diverse, and supportive workplace. Our core values – We’re doers, Nail the basics, Better together, We’re Pan Atlantic, Build in Public and It’s a pizza Party - guide everything we do, innovate, learn and grow.


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