We’re hiring a Customer Support Specialist who wants to help us continue to deliver the responsive, friendly, first-class customer service that our customers love and appreciate! If you are an empathetic, friendly person who is passionate about providing best-in-class customer support, then you are who we’re looking for!
Responsibilities
- Shifts 9 am – 6 pm PST; rotating Saturday’s
- Provide primary frontline support as a Level 1 Customer Support Specialist
- Promptly respond to customer questions, issues, comments, and feedback via Intercom live chat or email
- Achieve productivity standards and goals while maintaining the highest level of customer service
- Handle customer requests and questions with a thoughtful, friendly, and empathetic tone
- Immediately escalate technical issues and bugs to Level 2 Customer Support Engineers
- Collaborate with colleagues across the organization to find solutions to customer issues
- Identify common issues and escalate them to management, along with possible suggestions for improvement, wherever possible
- Maintain a polite, helpful, and professional manner at all times
- Obtain and share customer feedback with colleagues and other departments so that products and services can be improved
- Familiarize yourself with new products and services as they are introduced
- Attend training and meetings as required
- Provide assistance with training for new Customer Support hires
- Help create and maintain internal and customer-facing documentation
Competencies
- Previous experience in a customer service role
- Experience with help desk software, such as Intercom, Zendesk, etc. is preferred
- Proficiency with applications such as Slack, Basecamp, Zoom, Loom, etc. preferred
- Good communicator with a clear, thoughtful, and friendly writing style
- The ability to respond appropriately and quickly under pressure
- Sound judgment and excellent problem-solving skills
- A positive attitude and the ability/desire to build relationships with our users
More about you:
- Passionate about creating an amazing customer experience
- Retail experience is an asset, but not required
- Outstanding listening and writing skills, and a keen ability to translate complex concepts into simple, persuasive language
- Team player with excellent collaboration skills to build relationships across the company with both ours as well as our customers
- Self-motivated, dependable, and dedicated
- Previous experience working remotely is a plus
What’s In It for You:
- Remote office: Join an effective remote team and work where you’re comfortable
- Stock: Ownership in a fast-growing company
- Time Off: Flexible vacation policy to encourage people to get out and see the world
- Benefits: 401k, and world-class medical, dental, and vision policies
- Team Fun: Twice annual company off-sites in fun locations. We’ve done New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City, Santa Cruz
- Learning: Sponsorship of meetup and conference attendance
- Great team: Working with fun, hard-working, nice people who are committed to making a difference!
- And Much More…