About the job
About Our Client
The company offers the first client experience platform tailored for appointment-based self-care businesses like salons, spas, and barbershops. Developed from deep, hands-on research with salon professionals, the platform is user-friendly and designed to help these businesses thrive. The team values innovation, simplicity, and impact, approaching every detail with care and curiosity. They foster a diverse, inclusive culture and are driven to create meaningful experiences for both their clients and end users.
Come do the best work of your life at the Company.
The Customer Experience group is responsible for launching, supporting, and strengthening business relationships with customers. The Support Specialist is the first line of communication for customers reaching out for assistance. Customer satisfaction is never sacrificed while meeting service-level expectations. From business owners, front desk users, or service providers, you’re available to answer their questions through multiple contact channels. Your assistance to all platform users directly drives the immediate success as well as continuous improvement and long-term growth.
What you’ll do here:
- Understand, anticipate, and empathize with customer’s needs before digging in to provide resolutions.
- Collaborate closely with a remote team to deliver outstanding troubleshooting, training, and customer support.
- This position requires a high level of technical skills and advanced troubleshooting experience.
- Follow a structured team schedule and the guidelines of the quality program to ensure consistent and reliable support.
- Assist customers via live chat, email, text, phone, and screen-sharing.
- Give life to the values of the company by personifying the brand in every interaction and delighting customers.
- Identify process and product improvements and work with internal teams to improve the overall customer experience.
- Must be a fast learner who can quickly absorb and retain a ton of information without missing a beat.
- Surface customer churn risks as well as upsell opportunities.
- Collaborate with Finance, Engineering, Product, and other Customer Experience teams.
What you’ll need to thrive:Experience:
- 3+ years working in a customer service, operations, or tech support role, OR 3+ as a leader at a self-care business
Flexibility:
- The company is a tech company with customers doing business around the clock; team members may occasionally work extended days as needed and provide on-call coverage on holidays.
- Technical aptitude: You’ll learn the technology platform, explain the system to customers of varying technical savvy, and apply critical thinking and creative problem-solving each day.
- Let’s-do-this energy: Bring your customer service hat, share your love of change and challenge, and jump into our entrepreneurial, fast-paced environment.
- Joy for details : Every i is dotted, every t is crossed. Our customers mind the details for their clients, and we do the same for them, with pleasure.
- High EQ: You navigate complex interactions with your versatile communication style, sophisticated interpersonal skills, and a resilient spirit.
How the Company will take care of you:
- Your starting budgeted cash compensation for this role is $65,000 + a 10% annual bonus. This total compensation range is subject to change, and there is always room for growth and advancement.
- In addition to the wonderful people you’ll get to work with and challenging projects that’ll push you - the company is here to make sure you’re always at the top of your game emotionally, mentally, and physically.✨ You’ll be covered with a 401(k) match plus dental, medical, vision, and life insurance.
- 🏝 Take a break whenever you need with a flexible vacation day policy.
- 🖥 Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month.
- 💚 Family planning resources and specialized support programs.
- 🔮 Equity: get ahead on the ground floor and grow with the company.
- 💅 Learning and Development program allows employees to explore businesses in the market we serve.
*This role is ineligible for residents of CA, NY, and WA*
Note:
“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”
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