POSTED March 24
Customer/Client Support at Drip
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Remote position: work in US time zone 1:00am to 6:00am Pacific time
Pay range: $12k to 18k
Who We Are
Drip (dripshop.live) is a fast-growing, VC-backed live shopping platform and community for collectibles and NFTs. Drip enables collectors to buy, sell, and stream with their communities. We closed a $23M Series A at $100M+ valuation to build our team and power our development of next-generation experiences and expansion into more categories!
Our Values:
We are seller first
We are customer obsessed
Engaged with the community we build for
Embrace in radical ownership
Value radical candor
Strive to be excellent
Make the case for optimism
Who you are:
- Passionate about (or excited to learn about) our core collectible categories (Pokémon, Magic, sports cards, and other trading cards) and NFTs
- Keen on helping customers solve problems
- Excited to help build something new and define the future of live commerce
- Flexible, collaborative team player
Roles & Responsibilities:
- You will have the opportunity to own customer service and be the face of Drip ensuring customers and sellers have a positive experience on our platform
- Work through a backlog of open issues, monitor performance of key operations.
- Make quick and financially sound decisions around inventory and customer satisfaction.
- Represent the company with integrity and professionalism.
- Review key metrics and utilize data to make informed decisions.
- Help customers along the buying and selling journey
- Provide assistants with social care, review streams, refunds and payouts.
- Create engaging content and discussions in Discord community to drive engagement and customer delight
Required Non-Negotiable:
Strong experience in client/customer
Good knowledge of Discord
Prefer good knowledge of OBS streaming tech or similar tool
Benefits:
- Remote-first company with opportunity to travel for team meetings and conferences
- Competitive compensation
- Competitive equity
- Flexible PTO
- Health, Dental and Vision Insurance
Our Commitment to Inclusive Hiring:
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
Share this Job Share
Related Jobs
- Fieldwire
- Customer Operations & Support Specialist
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
POSTED March 27
Customer Operations & Support Specialist at Fieldwire
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Hilti Fieldwire, Inc.'s affiliate is hiring. This position is an opportunity to join the Hilti, Inc. team. The candidate selected for this position will be a Hilti, Inc. team member. If interested, please complete our application.
Who are we looking for?
As a Customer Operations & Support Specialist, your objective is to ensure our customers get the most of Fieldwire by answering their questions about our platform, executing subscription orders and provisioning accounts in our back office and billing systems, and creating help content for our customer-facing knowledge base while delivering live customer trainings. You’ll join a tight-knit team that will challenge you to answer a high volume of questions at the utmost levels of quality, while systematically improving the usability of our product and support resources.
Reporting to our Hilti-Fieldwire Business Owner in Austria, in conjunction with our EU Team Manager of Customer Operations & Support in Paris, you’ll have a wealth of tactical resources to develop your skills in troubleshooting, bug reporting, and account operations. Taking as much pride in “owning the inbox” as owning processes for seamlessly renewing accounts and creating the next great how-to guide for your customers, your verbal and written communication skills will flourish, if you’re up to the challenge.
If you’re experienced in customer service and/or billing operations, passionate about helping people revolutionize how construction projects are managed, and excited to work cross-functionally to solve customer issues at their root causes, we’d love to meet you!
What you’ll be doing
Fieldwire’s core mission is a proven competitive advantage: be the most customer-success driven company with the most intuitive App in Construction Tech. Manning the front lines in executing that mission, our Customer Operations & Support Team owns direct communication channels with our existing and potential new customers (email, phone, chat, and messaging), our user-facing knowledge base, and high-volume external customer trainings as well as internal account operations processes.
The primary responsibilities for our next Customer Operations & Support Specialist will be to:
- Answer inbound phone calls, chats, emails, and messages and persistently drive each customer issue to resolution, in (standard) German and English. Business fluency in other Austrian dialects is nice to have, but not required.
- Master the Fieldwire Product to create and deliver administrator and end user trainings that successfully onboard new customers and expand existing ones
- Create new and update existing knowledge base articles, setup guides, and instructional videos in (standard) German
- Own, iterate, and scale our account operations program (subscription orders/custom contracts, invoice management, back office account procurement, etc.) in Austria, Germany, Switzerland, and the other German-speaking EU countries we operate in
- Execute new and updated subscription orders, provision and update accounts via our back office systems, and perform various other back office administrative tasks
- Gather and report on customer feedback trends to improve the product and account services from onboarding to renewal
- Interface directly with product, engineering, sales, success, and internal operations teams to champion the voice of the customer and develop new processes, automations, and customer outreach programs
At Fieldwire, we’re looking for our next Customer Operations & Support Specialist to have the following skills and experiences
- 1-3 years of Account Management, Customer Support, Success, or other relevant customer-facing and/or internal operations experience, preferably in SaaS
Ability to speak and write in fluent (standard) German; business fluency in other Austrian dialects is nice to have, but not required
- Able to communicate in English for training and internal communication
Positivity, empathy, and patience when working through customer issues
Experience developing and maintaining customer-facing and/or internal docs
Strong time management skills and experience contributing to internal process development and/or account management
Creative problem solving skills and ability to work with a high level of autonomy while being radically candid and proactive with feedback
Great to work with (ambitious and committed, humble and fun)
Desire to learn in a dynamic startup environment and grow your career with us for the long term
Who is Hilti?
Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.
Who is Fieldwire?
Fieldwire, a Hilti Group Company, is a San Francisco-based construction management software used on over 1 million projects worldwide. We’re building a Field and Project Management Platform that reflects our obsession with improving the way construction teams work together, providing operational excellence for a $10 Trillion/year industry.
With an exceptional product-market fit, we’re delivering a superior, easy-to-use web and mobile App that’s driven by the voice of our customers. We solve for fluid access to information and coordination of labor at-scale for some of the largest projects in the world. Our mobile app has a five-star rating with thousands of customer reviews.
Fieldwire was acquired by Hilti for $300M in November 2021. Firmly aligned with their mission to be the construction industry’s most trusted productivity partner, Fieldwire has already transformed the way thousands of companies across the globe are working together, and we’re growing faster than ever. We are looking for smart, talented people to join our team in Austria to provide best-in-class service to our rapidly-expanding customer base across the world.
And if you have any of the following, we REALLY want you to apply today!
- Experience translating English (support) content to German
- Experience in or knowledge of the construction industry
Benefits
- Competitive Salary
- Performance Bonus
- Medical/Dental/Vision Insurance
- 401k
- Generous PTO
- Commuter Benefits
Where is the job located?
This role is fully remote within Austria. Our headquarters are based in beautiful San Francisco and our office is centrally located right off of Embarcadero Bart station.
Recruiting process
We will employ the following recruitment process:
- Application with resume and questions
- Phone screening call with our recruiter
- 1 Interview with the Business Owner of your region
- Take-home assignment
- Final interviews with your EU and Global Support functional Managers
Share this Job Share
- TridentCare
- Customer Service Representative
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
POSTED March 27
Customer Service Representative at TridentCare
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Customer Service Representative- Monday, Tuesday, Wednesday, 11:00 a.m. to 7:30 p.m. and Saturday and Sunday 9:00 a.m. to 5:30 p.m.
Job Category:Administrative
Requisition Number:CUSTO026135
Full-Time
Rate:$14 USDper hour
Locations: Remote USA United States
Job Details
Description
Position Description:
This position is responsible for receiving and processing customer orders by telephone and ensuring all customer requests are handled in a prompt, efficient, courteous and professional manner. The CSR will process all customer orders in accordance with the established company standards and procedures. As one of the primary points of contact with the customer, the CSRs responsibility is to make a concerted effort to listen to the customers needs and provide them with a positive experience. In addition to this primary duty, the CSR will be cross trained in the other positions within the department and when needed, will be asked to perform these functions as well.
Essential Duties and Responsibilities:
Productivity: Be able to handle an average110customer interactions per eight (8) hour shift after 4 months in the position. This includes incoming and outgoing calls.
- Provide prompt, accurate and courteous responses to customers
- Solve routine and complex problems (Contact supervisor immediately for problems unable to solve)
- Answer incoming customer service orders as soon as possible
- Display active listening and superior customer service skills for both external & internal customers.
- Document activity to the DDF system
- Consistently check appropriate DDF screen for report results to call back to customer
- Display the ability to enter orders manually via our fax process
- Display the ability to operate the phone system effectively
- Adhere to work schedule
Other duties as assigned
Qualifications Required:
- Ability to work independently and as a team
- Must demonstrate the ability to perform the different tasks they have been trained for in the call center. The retention of this knowledge is a critical part of cross training the call center personnel
- Computer knowledge
- Strong customer service skills
- Solid communication skills (including verbal, written and listening skills)
- Solid problem solving and decision making abilities
- Good organizational skills
- Execute and prioritize multiple tasks
- Professional
- Ability to type 35 40 words per minute
- Flexible and adaptable to change
- Medical terminology / experience preferred but not required
- A minimum of a High school Diploma or equivalent required
- Must have high speed internet for Remote work
Benefits:
TridentCare offers a competitive wage and robust benefit package tofull time employees. Part time employees are eligible for many of the same below, pro-rated. Benefits include:
- Two weeks of vacation time
- Health Insurance after 30 days!
- Sick time
- 8 paid holidays
- Same day pay available
- Medical insurance allowance, giving you the freedom to customize your plan to fit your needs
- Dental insurance
- Vision insurance
- Disability insurance
- Company paid life insurance
- 401(k)
#MBX
Qualifications
Skills
Preferred
Computer Skills
Intermediate
Customer Service
Some Knowledge
Education
Preferred
High School or better.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)
Share this Job Share
- DECA Games
- Customer Support Agent
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
POSTED March 27
Customer Support Agent at DECA Games
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Customer Support Agent (m/f/d)
- Worldwide
- Remote OK
- Full-Time
About DECA Games
We believe that games should be played for decades but many are abandoned even when a loyal community is screaming to keep them alive. DECA specializes in acquiring games from other developers and reinvigorating them to continue to entertain for decades. When other studios see an old game, we see a fantastic set of problems to solve and a huge opportunity.
DECA is a remote company with over 300 people in over 30 countries globally. DECA is also a part of the Embracer Group, the largest public gaming company in Europe.
About our culture
Weve managed to maintain a small company feel with the stability and resources of a much larger one. We fully believe in the flexibility of a remote workplace. Team members are trusted to manage their time and get things done independently. We think that egos and politics need to be checked at the virtual door. That means no jerks are allowed, that no job is too small for anyone, and an openness to help and learn from each other is required. We love the challenge of working within constraints and love when we succeed as a team. Check out more about us and our values on our website (www.decagames.com).
This is a remote position. You can work from anywhere in the world but we ask you to have a 3 hours overlap with our Asia office at some point during the day (10 am – 7 pm HKT (GMT +8)).
About the role
We are looking for a Customer Support Agent with experience in customer support to help us provide top-notch customer service and support to our valued players.
Responsibilities
- You are part of our support team and take care of electronic data processin;
- Youre the first point of contact for our customers, processing incoming e-mails and responding to customer questions and inquiries in an efficient and effective manner;
- Supporting the team in executing and optimising all processes within the customer service department.
Requirements
- Excellent communication and problem-solving skills and a service-oriented approach;
- Very good written and spoken English skills;
- At least 1 year of experience in B2C support.
Benefits
- Remote first company culture.
- Flexible work hours to support a personal work-life balance.
- Weekly remote Embodiment@Work breathing and workout exercises.
- Online language classes: English, German, French, Spanish etc.
- Working in a multicultural environment with people from over 30 different countries.
- Flat hierarchies with an open-door policy.
Share this Job Share
- Universal Audio
- Customer Support Representative
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
POSTED March 27
Customer Support Representative at Universal Audio
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Customer Support Representative
at Universal Audio
Remote (Domestic USA)
Department: Marketing / Customer Support
Location: Scotts Valley, CA OR Remote
Universal Audio is looking for a talented Technical Support Representative to join our growing team. This person will provide pre and post-sale technical support for UAs product line of connected digital interfaces, guitar products, analog equipment and on-line store. The ideal candidate for this position will have extensive knowledge of guitar products, support and lore. This is done via online request, telephone support and via self-service tools.
Responsibilities:
- Assist all Universal Audio customers and incoming inquiries as required
- Provide UA product installation support and troubleshooting for Windows and MAC based computers
- Provide configuration and troubleshooting of Windows and MAC based computer systems and DAWs to customers
- Generate knowledge base entries, both written and in video tutorial formats
- Communicate directly with customers either by telephone, chat, on line requests, or service requests
- Respond to customer inquiries, complaints, and service requests within specified department metrics
- Handle and resolve or appropriately escalate customer complaints to achieve high customer satisfaction interaction scores
- Obtain and evaluate all relevant information to handle inquiries and complaints
- Process replacement parts orders
- Provide customers with presales product and service information
- Provide support to customers to help resolve potential account issues, including research of on line purchases
- Communicate and coordinate with internal departments as required
- Provide Return Material Authorizations (RMA) in accordance with warranty standards, internal policies or for approved sales returns
- Coordinate the handling of RMA, and service requirements through the distribution channel
Qualifications:
- Communication skills English, verbal and written. In addition, region specific language as required by position.
- Problem analysis and problem-solving
- Attention to detail and accuracy
- Ability to translate support transactions and provide data collection to categorize interactions
- Adaptable, initiative, tolerant, empathetic, and with a positive approach to customers needs
- Experience with use of UAD-2/Apollo hardware products.
- Experience with UA Software: UA Console and LUNA recording software.
- Ability to lift 20 pounds
- Must be able to sit for extended periods
- Available to work overtime and weekends when required.
- Have access to high speed internet connection to accommodate working remotely
- Have an appropriate workspace in your residence, when applicable
- Have reliable transportation, when applicable
Education / Experience:
- High school diploma, general education degree or equivalent work experience. Formal recording technology education desirable
- Advanced Knowledge of customer service principles and practices
- Advanced Knowledge of configuring and troubleshooting Windows and MAC based computers
- Knowledge of relevant computer applications DAW for use with Universal Audio products (i.e. Cubase, Pro Tools, Nuendo, Ableton Live, Logic Pro, etc.)
- Knowledge of recording studio hardware/software signal routing principles, and modern recording techniques
- Knowledge of music production, sound design, basic principles of sound
- Knowledge of guitar rig configuration, signal routing, pedal board set up, and effects
Compensation:California Hourly Rate of Pay is $18.50 per hour
Base salary/hourly rate of pay will be based on the cost of labor for the city/state in which the new hire resides, at the time of hire
UA offers competitive benefits:Profit sharing, Medical/Dental/Vision, 401K Safe Harbor Contribution, Stock Options, Flexible time-off (PTO/Sick Leave/Company Holiday Time-off), etc.
UA Mission:We exist to thrill and inspire music makers everywhere with timeless sound and impeccable craftsmanship, freeing the songs inside and allowing you to sound like the records you love.
UA Vision:In the future, music makers around the world will trust Universal Audio as a friend and creative partner, inspiring them to craft amazing records as naturally as playing their first instrument or singing their favorite song. The best home, project, and professional studios will feature most of the UA equipment from floor to ceiling ranging from audio interfaces and guitar gear to microphones and software all of it working together to deliver unrivaled sonics and operational symphony. Our customers will eagerly await each new UA product like a hit record or blockbuster movie, trusting that it may spark them to create the best music of their lives. In doing so, UA will become revered worldwide as the way that music is made.
Universal Audio is an equal employment opportunity employer. Our policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, genetic information, or any other basis protected by applicable law. UA also prohibits harassment of applicants or employees based on these protectedcategories.
Share this Job Share
- Wisetack
- Customer Experience Associate
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
POSTED March 27
Customer Experience Associate at Wisetack
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Customer Experience Associate (Full-Time and Part-Time)
Remote, USA
Since 2018, Wisetack has been building transparent and intuitive consumer lending products that help service-based businesses thrive (think HVAC companies, veterinarians, or auto repair shops).
Our leadership team comes from top fintech companies such as Lending Club, Affirm, and Varo Money. And were backed by leading VCs, including Insight Partners, Greylock, and Bain Capital Ventures (investors in Airbnb, LinkedIn, Instagram, Dropbox, and more).
Having raised $84M, were a well-funded startup and have invested in people and technology while growing our partnerships responsibly.
Were also proud to have received recognition from the fintech world. Awards weve won include:
- 2023 Best Consumer Lending Programby Tearsheet
- 2023 Best Point of Sale Productby Fintech Breakthrough
- 2022 Best Consumer Lending Solutionby Finovate
- 2022 Best Emerging Lending Platformby Lendit (now Fintech Nexus)
But what youll find us gleaming about the most is the recognition from our own customers, particularly our sky-high NPS rating of 79. (For reference, the average score is 44 forfinancial servicesand 36 forSaaS companies.)
As a result of our efforts in building this healthy company culture, weve been nominated to severalGreat Places to Worklists, such as Best Small Workplaces, Best Workplaces in the Bay Area, and Best Workplaces in Financial Services & Insurance.
Like any startup, were in it for the long haul, and were looking for people willing to join our journey of building something special together.
This process starts with our company values, which guide us in everything we do and have played a critical role in our success. We valiantly abide by them, and would expect you to do the same:
- Put customers first (theyre our raison dtre).
- Act fast (leverage our startup environment).
- Lead the way (show and tell).
- Take ownership (everyone is hands-on here).
- Be a good human (no egos, build financial products that do right by people).
The Opportunities
At Wisetack, were committed to providing our customers with a high-quality Customer Experience. Our NPS scores often cite our Customer Experience Team as one of the reasons they rate us so highly. Our customers are currently small and medium service-based businesses who rely on our point-of-sale financing product to help their businesses grow.
Wisetack is hiring for both full-time and part-time Customer Experience Associate positions.Your goal is to make our customers successful, and you will work cross-functionally with product, growth, and engineering to solve problems and channel feedback in order to continuously improve the product experience.
Responsibilities
- Successfully resolve complex customer issues through the use of multiple support channels (email, sms, chat), but mainly over the phone
- Responsible for owning and staying up to date with ongoing issues
- Collaborate cross-functionally to identify product insights, bug reporting, and ticket trends to share with product and engineering teams to improve the customer experience
- Work on various projects and initiatives to improve both the agent and customer experience
- Handle customer escalations as needed
Requirements
- 2+ years of experience working in a customer-facing role
- Strong troubleshooting skills
- Strong passion for helping solve user issues, with unwavering patience and empathy
- A team player who contributes ideas to improve processes
- Self-motivated & self-starting; independent, proactive, highly responsive, flexible, and adaptable
- Ability to work extremely well under pressure in a fast-paced environment
- Excellent verbal and written communication skills
- Ability to explain decisions and present information clearly, as it pertains to company policies
- Strong attention to detail, and highly organized
- Analytical approach to navigating, investigating, and understanding how products work
- Aptitude for learning new products, processes, and systems
- Stable and reliable internet connection
Bonus points
- Fintech experience
- Proficient in Zendesk, and other CRM tools such as Insightly
Full-Time Position – Additional Info:
- For the full-time position, we offer two shifts:
- AM Shift: 6am to 3pm PSTOR
- PM Shift: 8am to 5pm PST
- The hourly rate for this position is $25 per hour plus equity, andbenefits
Part-Time Position – Additional Info:
- For the part-time position, we have 5-hour shifts up to 30 hours per week
- (6am-11am PST or 7am-12pm PST)
- This position accrues sick time per California law, but will not accrue PTO.
- There are no health benefits available for this role.
- The hourly rate for the position is $25 an hour.
Interview Process
- Application Review
- Recruiter Screen
- Take Home Assessment
- Hiring Manager Call
- Interview I
- Final Interview
- References
- Offer
Share this Job Share
- ActBlue
- Customer Support Manager
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
POSTED March 20
Customer Support Manager at ActBlue
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Title: Customer Support Manager
Location: Remote
JobDescription:
**ActBlue is currently authorized to support remote work employees in Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington D.C., Wisconsin and Wyoming. **
WHO WE ARE:
ActBlue is a nonprofit that builds tech and infrastructure for Democratic campaigns, progressive-aligned causes, and people trying to make an impact in order to fuel long-term, people-powered change. If youve ever given online to a Democrat or progressive organization, chances are youve used our powerful online fundraising platform.
We put power in the hands of small-dollar donors and help thousands of groups from presidential candidates to environmental organizations build grassroots movements. We envision a democracy where everyone looking to make progressive people-powered change can easily and effectively deploy their resources, energy, and creativity to shape our country and futures. Each and every one of us, from the political activists to the tech innovators to the customer service pros, is fully committed to our mission.
THE OPPORTUNITY:
You would be joining an Admin Support Team nested in the Customer Service Department. We are a team-oriented group of people with bright minds, different backgrounds, and a variety of skill sets. We believe in the power of technology and are excited by problem-solving and providing individualized support.
The Admin Support Teams primary role is managing the Support Queue, the destination for all emails sent to support@actblue.com from campaign and organization entity users as well as grassroots organizers. We support hundreds of campaign and organization admins per week and handle a wide array of questions over email and phone, such as user verification, donation management, and technical support. Depending on where we are in the election cycle, the workload fluctuates, and thus flexibility and a commitment to dynamic processes is key. We also manage all inbox routing and triaging so we are experts in what specific issues should be escalated to different teams and departments.
As Admin Support Manager, you play a critical role in supporting your direct reports in meeting their individual business and development goals as well as the team meeting their team level goals by leading and implementing teamwide initiatives.
WHAT YOU WILL DO:
- Manage a team of Admin Support individual contributors and support their professional development
- Support customer service tasks, such as
- Answering emails with speed and accuracy, meeting team-wide quantitative and qualitative KPIs
- Returning voicemails and providing support over the phone
- Triaging tickets to other teams with speed and accuracy
- Monitoring refund spreadsheets
- Working on ad-hoc projects
- Occasionally presenting updates for the team or at department meetings
- Serve as an escalation point for associates/specialists for more complex user issues
- Serve as an escalation point for other teams/departments or high-level partners for time-sensitive technical questions and issues
- Evaluate the need for new team resources and workflows and collaborate with other staff on the implementation as needed
- Lead projects and engage cross-functional stakeholders as needed
- Assist in training and/or onboarding current and new staff when needed
- Lead weekly 1:1 meetings with your report(s) and schedule any other meetings for project work, training, etc. with them
- Lead engaging team meetings on a rotating basis along Admin Support leadership
WHAT YOU BRING:
- Experience in direct technical support and eagerness to become an ActBlue product expert
- Experience with HTML, CSS, and integrations (such as ad tracking, facebook pixels) OR are excited about learning about new technologies
- 1-3 years of experience leading a team of customer service professionals (ideally in a remote setting). As a strong coach, you’re an effective listener and facilitator who will use your experience and situational awareness to help your team support donors, nonprofits, and campaign teams
- Experience working with email ticket systems like Zendesk, knowledge bases such as Confluence, Airtable, Hubspot or similar platforms, and business intelligence warehouses such as Looker
- Experience managing customer service metrics like CSAT, SLA, Average Reply Time, etc.
- Experience in analytical reading and problem-solving you can convert numbers into stories and vice versa
- Skilled at community building
- Nice to have: Experience in a start-up environment, e-commerce, tech industry, or political field
LOCATION AND COMPENSATION:
This posting is for a full-time, remote, salaried position. Travel may be required on a limited basis to attend all-staff and departmental retreats (1-2 times per year). Additional travel may be required for select positions. Working hours will be Eastern Time Zone business hours (roughly 9:30 a.m – 5:30 p.m.) from Monday to Friday. We also have a few dates throughout the year that require additional evening and weekend coverage, as well as rotating manager converge on certain dates throughout the year.
**ActBlue is currently authorized to support remote work employees in Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington D.C., Wisconsin and Wyoming. **
Salary Range Details:
Salary Range: $79,000 – $96,500
ActBlue is committed to consistent compensation practices across our organization. Final salary offers will take into account factors such as candidate experience, interview performance and current team salary parity.
BENEFITS:
- Flexible work schedules and an unlimited time-off policy
- Fully paid and trans-inclusive health, dental, and vision insurance for employees and their families; plus fully-paid health reimbursement arrangement to use for out of pocket expenses and fully-paid short- and long-term disability
- Fully paid basic and AD&D life insurance and a voluntary supplemental life insurance option
- Dependent and health care flexible spending account options
- Employee Assistance Program (EAP) benefits for employees
- Automatic 2% Employer-paid 401K contribution, plus up to an additional 6% match on employee contributions
- A minimum of three months paid medical, family and parental leave (for all new parents, adoptions included)
- Commuter or home-office benefits, including a $1,000 home-office setup allowance for all new full-time remote employees
- Additional perks including quarterly snack deliveries and digital subscriptions to the Boston Globe & New York Times
ActBlue is unable to sponsor work visas at this time.
Supervisory role not part of the Bargaining Unit position: Certain employees who report to this position may be covered by a collective bargaining agreement.
INCLUSION STATEMENT:
ActBlue is deeply committed to the principle of equal employment opportunity. We commit to retaining, developing, recruiting, and hiring a diverse staff community. We honor the dignity of all. We celebrate their unique qualities. And we recognize the wide range of human differences, backgrounds, and intersectional identities that enrich the workspace and help us better meet our mission. If you feel a connection to our mission and see your interests reflected in this job description we encourage you to apply – even if you dont meet every requirement.
ActBlue is committed to providing reasonable accommodations to individuals with disabilities throughout the interview and employment process, including using our online system to apply for a position. If you would like to request an accommodation, please contact us at recruitment@actblue.com to get started.
*ActBlue willneverask candidates to buy equipment, nor will we email from anything other than anactblue.comoractbluetech.com email address.
Share this Job Share
- brightwheel
- Customer Support Advocate
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
POSTED March 20
Customer Support Advocate at brightwheel
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Title: Customer Support Advocate
Location: Remote (US Only)
Type: Full-time
Workplace: remote
Category: Success
JobDescription:
Our Mission and Opportunity
Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheels vision is to enable high quality early education for every childby giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.
Our Team
We are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban.
We believe that everyonefrom our employees to the students, teachers, and administrators we serve should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work.
Who You Are
Brightwheel is seeking to hire a Customer Support Advocate to support our growing community of directors, teachers & parents. We are looking for team members that are passionate about educating our customers about the brightwheel product and finding solutions for their pain points. You will be on the front line communicating directly with our schools and parents and will work cross-functionally with our Customer Success and Product/Engineering teams. You enjoy collaborating with your team to find creative solutions to issues and using customer feedback to advocate for product improvements.
Were looking for someone with experience working in customer service, preferably with exposure to technical troubleshooting. Ideally, this is someone who can empathize with the daily experience of a teacher or a parent of young children.
What Youll Do
- Develop expertise in our platform and become a subject matter expert for our customers, keeping on top of updates in each release
- Use strong critical thinking and troubleshooting abilities to correctly identify, investigate and resolve technical or usage issues
- Answer chats and scheduled phone calls throughout the day, to provide responsive live support.
- Prepare for scheduled phone callbacks, to provide personalized support.
- Communicate clear and concise instructions via live chat, email and phone to Administrators, Teachers, and Guardians.
- Exhibit empathy towards our customers and each other at all times
- Advocate on behalf of customers, helping them to solve their issues and acting as the voice of the customer
- Contribute to improving internal processes
- Work cross-functionally to support our customers and improve the overall customer experience
- Maintain established metrics such as closed cases, response times while maintaining quality and high customer satisfaction ratings
Qualifications, Skills, & Abilities
- At least 1 year of customer service or early education experience (required)
- Exceptional written skills, attention to detail, and strong listening skills
- Excellent organization, time-management, and prioritization skills
- Comfort with a fast-paced and dynamic environment that evolves rapidly
- A passion for improving the world through education
- A plus: Experience in schools / education
- Experience providing live support to customers (preferred)
- Hands-on experience with Zendesk, Salesforce, Intercom, or similar CRM systems (preferred)
- Bachelors degree (preferred]
Brightwheel is committed to internal pay equity and offers a competitive compensation package, including base salary, equity, and benefits. Our benefits package includes premium medical, dental, and vision benefits, generous paid parental leave, a flexible paid time off policy, a monthly wellness and productivity stipend, and a Learning & Development stipend.
For cash compensation, brightwheel sets standard ranges for all roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Multiple factors determine final offer amounts, including geographic location, candidate experience, and expertise. If you have questions about the compensation band for your region, please ask your recruiter.
Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Share this Job Share
- MTF Biologics
- Customer Service Representative
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
POSTED March 20
Customer Service Representative at MTF Biologics
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Customer Service Representative
Job LocationUS
Type
Full-Time
Category
Customer Service
Shift
N/A
Job ID
2023-6807
Overview/Risks
The primary responsibility of this role includes managing customer calls, which range from simple to complex, across a wide spectrum of topics, as well as processing orders via phone, , email or fax, including providing order status updates and shipment confirmations. Customer Service Representatives must excel at cross-functional collaboration, both internally and externally with business partners, to ensure that customer orders are accurately fulfilled and customer issues are resolved promptly and appropriately. The individual must comply with all ISO, AATB, & FDA requirements pertaining to the Customer Service Representative role.
Work Schedule (Days & Hours)
10:45AM to 7:00PM or 11:15AM to 7:30PM EST
Responsibilities
- Accurately processes orders via phone, fax, EDI and email for Direct, POR, Trial Evaluation, Kit, Grant and Consignment orders. Demonstrate meticulous attention to detail and is able to critically and expeditiously review customer account information so that each order is processed according to established service fee concessions, tissue specifications and shipping requirements. Assume sole ownership for accurately processing and proofreading critical, time sensitive orders for same day and next day surgery requirements. Schedule and /or assist with the coordination of courier pick- ups from MTF distribution sites.
- Possess an in-depth understanding of a wide range of business rules and objectives, across multiple product lines, and demonstrate the ability to distinguish an extensive list of MTFs tissue forms & medical devices by tissue code and tissue description to implement diverse marketing support programs, effectively communicate and implement various order type protocols and to schedule tissue delivery based on shipping container expiry validation and tissue shelf life guidelines.
- Effectively communicate, verbally and in writing, with customers/consultants/ business partners at all levels of management to identify and investigate complex problems that cannot be resolved at the initial point of contact and require a customized response for issue resolution.
- Demonstrate ability to answer customer/consultant/ business partner questions regarding tissue/medical devices including inquiries related to tissue processing, specifications, storage, inventory availability, shipment tracking, service fees, and invoicing in accordance with FDA, AATB, ISO and MTF requirements.
- Document and maintain records of all inquiries in accordance with department protocols and provide order confirmations including those sent via secured email, web link, and EDI so that discrepancies can be identified and resolved.
- Exhibit a comprehensive understanding of tissue forms and their specifications to be able to offer alternative offerings in order to meet customer demand.
- Possess a broad knowledge of MTFs organization and departmental roles in order to manage and route a variety of inquiries via phone and email to the appropriate internal staff for resolution.
- Coordinate with the Shipping Department regarding order logistics including priorities, changes and discrepancies. Coordinate with freight carriers and couriers as necessary to resolve time sensitive shipping problems and/or expedite shipments.
- Process all open billing requests promptly to meet monthly sales objectives. A CSR must have the ability to research order discrepancies including incorrect serial numbers and service fees as well as reconciling inventory transactions to bring issues to resolution
- Understand the business requirements and potential consequences when communicating services fees to sales consultants, customers, and business partners so that confidential or proprietary information is not given to unauthorized parties.
- Allocate newly available tissue for multiple tissue forms in accordance with MTFs distribution policy.
- Understand different business nomenclature used by Distributors, Hospitals, Business Partners and GPOs.
- Responsible for maintaining the Customer Master. Assign new customer account numbers and enter information into ERP. Update changes in customer account information. Forward documentation to the Accounting Department as well as Contracts Department to determine if new customer is connected to a GPO or other hospital system requiring special service fee implementation.
- Demonstrate proficiency in all applicable systems currently utilized by MTF such as ERP, Tissue Trace Software, Credit Card Processing Software, GMP Compliance Software, and Reporting tools. The CSR must possess the ability to successfully navigate the systems listed above simultaneously in order to solve problems.
- Support marketing efforts on new product launches requiring customized order processes and enhanced communication protocols. Coordinate with marketing when there is a shortage of tissue.
- Technical aptitude to manage multiple Outlook Email queues supporting daily execution of workload responsibilities along with simultaneously managing Customer Service phone queue.
- Assist the Finance Team with researching open deductions and short payments due to pricing discrepancies, shipping issues, etc.
- Manage the processing of all credit card requests through credit card processing system prior to release of order.
- Handle additional administrative responsibilities, reports and/or projects that involve Customer Service, at managements discretion.
Qualifications
MINIMUM QUALIFICATIONS
Education: High School Diploma/GED
Years of Experience:3 – 5 years
Other:Customer Service or similar position experience.
Specialized Knowledge, Technical Skills, and Abilities:
Possess a positive attitude, strong work ethic and is a dependable, attentive listener who takes ownership of job tasks. Adapt well in a fast paced environment. Ability to achieve order accuracy while maintaining required order volume. Strong written and oral skills that allow for the development of essential customer relationships.Detail oriented and possesses the ability to prioritize, multitask and work in a cross functional team environment. Must exhibit strong, independent problem solving and decision-making abilities to be able to adapt to process changes while adhering to all SOPs.
Technical aptitude to manage multiple computer interfaces supporting daily execution of workload responsibilities. Proficient in Microsoft Office suite.
PREFERRED QUALIFICATIONS
Education: Associate’s Degree
Years of Experience:5- 9 years
Other:Customer Service or related position in an FDA regulated manufacturing or distribution environment experience.
Specialized Knowledge, Technical Skills, and Abilities:
Strong order entry experience using an order entry/inventory control integrated software platform.
Experience with EDI order processing.
Can support customer service functions outside of regularly scheduled hours as business demands, working virtually from home when MTF main office is closed during inclement weather.
Share this Job Share
- VIPdesk Connect
- Seasonal Customer Service Representative
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
POSTED March 20
Seasonal Customer Service Representative at VIPdesk Connect
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Location: Select US locations; 100% Remote
VIPdesk Connect is a certified B-Corp, women-owned US-based corporation, and a Best Workplace winner committed to delivering “more human” customer service. Our core values are central to how we do business and we have partnered with some of the world’s best iconic brands to provide virtual customer service solutions and provide an elevated customer experience.
As a Seasonal Customer Service Representative, you’ll be responsible for providing an authentic, world class customer experience to our client’s customers through a variety of channels via phone, email, SMS, and chat with the phone as the primary focus and channel. Your role is to handle all aspects of customer service with empathy, creativity, a problem-solving mindset, finding resolutions, and taking ownership of customer interactions using a variety of systems, tools, and resources.
This work-from-home position is a full-time seasonal role through early June
WHAT YOU’LL DO
- Represent a diverse range of products and brands with expertise, positivity, and a can-do attitude
- Respond to customer inquiries and requests through phone, chat, SMS, and email with a focus on phone communication
- Address questions about orders, accounts, products, services, and website navigation assistance
- Conducts initial troubleshooting and technical assistance to customers, resolving basic technical issues and escalating complex problems to higher support levels when necessary
- Show excitement and appreciation for our clients’ brands, conveying their mission and values
- Take ownership of customer issues, solve problems and exceed expectations with sound judgment
- Attend training and participate in cross-training opportunities to enhance skills and knowledge
- Meet performance metrics such as customer satisfaction, average handle time, quality, and productivity
- Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their individual differences, supporting initiatives to promote diversity and inclusion in the workplace
WHAT WE’RE LOOKING FOR
- 1+ years of customer service in a Business Process Outsourcing (BPO) or call center industry
- High school diploma or equivalent
- Polite, friendly and courteous demeanor in all direct interactions
- Technically savvy with the ability to pick up new technology, processes, and procedures quickly
- Working knowledge of Microsoft Office Suite including Teams
- Respectful, flexible, and open-minded when dealing with a wide range of people
- Proficiency in identifying customer needs, asking effective questions, and guiding conversations to resolution
- Open to learning and growth, receptive to coaching and feedback
- Adaptable, self-motivated, and disciplined to work independently in a performance-based team
- Attention to detail and commitment to meeting quality standards
- Accurately document customer interactions
- Ability and stamina for clear and engaging extended phone conversation for the duration of a scheduled shift
- Due to the home-based nature of this job, it is required to have a home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB headset, router, modem, webcam, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time.
- To be considered, you must reside in one of these states: AR, AZ, FL, GA, IL, IN, KY, MD, NC, NE, NJ, NM, NV, OH, SC, TN, TX, UT, VA, and WI
PREFFERED QUALIFICATIONS
- Experience in a fast-paced call center environment
- Experience with a customer service ticketing system (i.e., Zendesk, Talkdesk)
- Remote work experience
Compensation, Training and Work Schedule Requirements:
- Level 1 Hourly Pay is $16/hr.
- Training is Monday through Friday from 12:00 pm-6:00 pm Eastern Time.
- After successfully completing your paid training, you must be able to work shifts that can start as early as 9:00 am and end at 7:00 pm Eastern Time. You will be working on a shift that may require working weekends. Schedule may change based on business needs.
WHO WE ARE
At VIPdesk Connect, we believe brand loyalty is earned with every customer interaction. Each experience is an opportunity to reinforce a customer’s love for a brand. And no matter how leading-edge our technology is, it will never replace the power of the one-to-one connection. It’s why we have built a culture that cares. It is why our team knows how to connect with customers, human to human. We believe in creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals. Our positive energy leads to team member innovation, creativity, and above all, happiness.
VIPdesk Connect is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. Our individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our team members invest in their work represent a significant part of not only our culture but our reputation and the company’s achievement. We embrace and maintain a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.
VIPdesk Connect, Inc. is proud to be an equal opportunity employer, M/F/D/V
Share this Job Share
- Smartsheet
- Sr. Director, Global Customer Support Operations
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
POSTED March 20
Sr. Director, Global Customer Support Operations at Smartsheet
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Title: Sr. Director, Global Customer Support Operations
Location: Bellevue, WA, USA
JobDescription:
As a proven, strategic leader, the Sr Director of Global Customer Support Operations, you will be responsible for managing a group of highly skilled operational support managers and delivery of key strategic projects, forecasting, data analysis, and internal escalations. You will report to the Head of Customer Support within our Customer Excellence organization.
A top priority will be to organize all support telemetry data into meaningful dashboards, hold others accountable to performance targets, build predictability signals, manage critical field and product escalations to resolution, and increase customer case deflections with innovative process, AI, and tool strategies. You will own the creation, building and scaling of the Support Operations strategy while working with Support leadership to empower our support agents with appropriate product training and case handling behaviors to improve Customer Satisfaction and reduce case handling time.
A top priority of the Smartsheet Customer Support team is turning a customer who contacts us with an issue into a raving fan. We are a primary channel of the voice of the customer for the rest of the company, with strong monitoring, case data and customer sentiment inputs.
You Will:
- Create and own the building and execution of a scalable support operations model that helps the global delivery team achieve or exceed targets
Lead a technical team of support escalation agents specific for field or product escalations requiring more than 1 day engagement from traditional support teams - Create an environment of innovation and continual improvement to re-imagine Support delivery outcomes to our customers.
Lead highly complex cross functional transformational projects across the global support organization - Represent the voice of the customer and support organization in weekly cross functional escalation meetings and with weekly product accountability sessions
- Generate a Community strategy focused on empowering customers with easier accessibility to knowledge articles, community forums, and self-help mechanisms to deflect support cases
- Successfully partner with internal systems for enabling strategies around AI, Phone, Chat, and in-app customer support interactions
- Own support related AI System Admins focused on enabling agents with efficiency gaining tools and with Product & Community leaders for customer AI assistance
- Provide 100% QA coverage of all customer support interactions with added coaching, trends analysis, and customer sentiment scoring
- Design and implement a customer predictive model identifying users and/or accounts at risk
- Manage all learning & development activities across the entire Support organization globally to ensure consistency in customer experience and appropriate skill levels for all support agents
- Create feature specific help articles to be used in customer education from a support agent or within self-help functions
- Collaborate with company executives to deliver the Support AI framework, work directly with system providers, and maintain features upon release
- Manage all customer support 3rd party providers and ensure relationships, targets, and accountability remain positive
- Utilize agent telemetry data for forecasting demand across all support channels and the availability of support resources
- Consistently provide insights and recommendations for identified areas of opportunity within the support organization
- Operate as the primary point of contact between support and other key stakeholders such as HR, Finance, Reporting, IT, and Communications
- Drive a culture of supporting our customers with increased empowerment motions beyond expected break-fix and into empowerment activities
- Emphasize and hold both teams and individuals accountable for achieving customer oriented indicators such as Customer Satisfaction (CSAT) scores, First Response Time (FRT), and Time to Resolution (TTR)
- Recruit and inspire a team of Support professionals globally dispersed across multiple geographies of Americas, Europe, and Asia that collaborates on support cases.
- Interact across the organization and engage with various levels of contributors from support agents to executive roles
- Analyze a variety of data sources to manage and improve KPIs relevant to our teams mission
- Persuade, influence, and motivate people; build a culture of creating delightful customer experiences and relationships
- Collaborate with leadership peers to identify operational efficiencies and lead transformation initiatives
- Build a strong relationship with the Product team and provide valuable insights gathered from customer interactions
- Participate in leadership and customer meetings including up to 25% travel
- Provide coaching and guidance to help the support organization excel and build a work environment that draws people to the team
- Provide strategic planning and forecasting of support performance goals and objectives with corresponding action plans and change management
- Other duties as assigned.
You Have:
- 15+ years of experience with
- 8+ years of experience as a leader or leaders preferred
- 7+ years technical support-related call center experience or equivalent
- Proven track record of leading support teams and creating collaborative relationships with peers
- Implemented SaaS technology in large enterprise settings as a leader of customer or services teams
- Understanding of SaaS organizational and operational constructs including Product, engineering, support, success, sales, services
- Ability to quickly establish trust and to influence others, both internally and externally
- Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
- Strong data-driven decision making skills, and process oriented mindset
- Knowledge of Lean, Six Sigma, and continuous improvement approaches
- Ability to identify risks and dependencies and put in place plans to mitigate them
- Adaptability, flexibility and the conviction to “do the right thing” by keeping a customer centric mentality at all times
- Ability to deal with ambiguity, utilize robust problem solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels
- Exceptional business acumen and world-class presentation and customer interaction skills that have been acquired through deep technical knowledge and well-developed process management
- Goal orientation to drive progress for each customer through each interaction
- Experience building, leading or teaming with teams similar to Smartsheet support at a mature technology company, optional but highly desired
- Experience with Smartsheet, Kibana, Snowflake, Tableau, Sparkpost, and Google Suite optional but highly desired
- Knowledge of the Smartsheet platform optional but highly desired
- Available for travel as necessitated by role.
- Experience in managing in 24x7x365 environment.
- Experience in engaging with a centralized Workforce Management function.
- BA/BS degree preferred.
Perks & Benefits:
- HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
- Equity – Restricted Stock Units (RSUs) for eligible roles
- Lucrative Employee Stock Purchase Program (15% discount)
- 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
- Monthly stipend to support your work and productivity
- Flexible Time Away Program, plus Incidental Sick Leave
- US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
- US employees receive 12 paid holidays per year
- Up to 24 weeks of Parental Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development including access to LinkedIn Learning online courses
- Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
- Teleworking options from any registered location in the U.S. (role specific)
Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. California & New York: $189,000 to $264,600 | All other US States: $175,000 to $245,000
Get to Know Us:
At Smartsheet, weve created a place where everyone is welcome people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. Youre encouraged to apply even if your experience doesnt precisely match our job descriptionif your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world worksjoin us
#BI-Remote
#LI-Remote
Share this Job Share
- Xverse
- Customer Support Specialist
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
21d
POSTED March 8
Customer Support Specialist at Xverse
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Xverse is the most advanced and user-friendly Bitcoin wallet, supporting Ordinals, BRC20, Stacks and Rare Sats. Our team is globally distributed, agile and fast moving. Ultimately we are focused on onboarding the next 100 million users to web3. And we are positioning ourselves to be the go to wallet and gateway.
We're looking for an empathetic Customer Support Specialist with a strong sense of responsibility and ownership to join us on this journey, providing exceptional support to our users.
As our Customer Support Specialist, you'll be at the forefront of our interaction with customers, playing a crucial role in their satisfaction, loyalty and trust in Xverse wallet. This role is perfect for someone who is intrinsically motivated, naturally caring and ready to take initiative to elevate the customer experience.
Responsibilities:
- Deliver exceptional support to users via all communication methods (X, Email…etc..), ensuring users' issues are resolved promptly and effectively.
- Take ownership of customer issues, from start to finish, including troubleshooting problems and coordinating with the technical team when necessary.
- Proactively improve our FAQ section by enriching answers with helpful screenshots and guides, making information accessible and easy to understand.
- Take pride in resolving tickets and strive to exceed customer expectations with every interaction.
- Collaborate closely with our technical team, providing them with valuable customer feedback and insights that can help enhance our product.
- Be willing to work flexible hours to support our users when they need it most, understanding that exceptional service sometimes extends beyond traditional office hours.
- Stay intune with current crypto and web3 trends and technologies to effectively address user inquiries.
- Consistently achieve or surpass set metrics of success such as promoter score (80%), number of tickets answered (30+)...etc..
- Review support interactions w/ our Support Lead to identify areas for improvement.
- Act as the voice of the customer within the organization, providing feedback to product and development teams.
Qualifications:
- Experience providing exceptional customer service in technical companies or products, preferably Web3/Crypto.
- Possesses a high degree of empathy and patience, with a customer-first mindset.
- Has a background in tech or a strong understanding of web3 and cryptocurrency concepts, especially crypto wallets.
- Is an excellent communicator with a knack for making complex information easy to understand.
- Is self-motivated and eager to take on new challenges, always looking for ways to improve the customer experience.
- Understands the importance of balance, both in providing timely support to our users and in maintaining a healthy work-life balance.
- Thrives in a fast-paced, startup environment and is comfortable with the fluid nature of our industry.
- Passionate about delivering exceptional customer experiences.
Share this Job Share
- Aucto
- Customer Success Representative
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
21d
POSTED March 8
Customer Success Representative at Aucto
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
About the Role:
We're seeking a detail-oriented, highly organized, and energetic individual to join our growing Customer Success team! This team works remotely & ensures our customers have a world-class experience when using our products and transacting on the Aucto Marketplace. Some key ways you will accomplish this are by responding to support requests via phone and email, collecting payments, coordinating shipping and pickup appointments, and providing product training to customers. We take great pride in offering outstanding customer service and always go the extra mile to make every interaction count. If this sounds like you, we would love to chat!
What you'll do:
- Deliver consistent, high-quality customer service when assisting customers & resolving issues across all support channels. Showcase empathy, leverage your rapport-building skills and embrace urgency
- Own the solution! Drive Aucto’s customers toward satisfactory resolutions by utilizing your outstanding critical thinking and problem-solving skills.
- Champion Aucto’s products! Become an Aucto product expert and use that knowledge to assist customers with account setup, onboarding, and troubleshooting
- Provide transactional support for all purchases on the Aucto Marketplace
- Work with Aucto’s Sales and Marketing teams to brainstorm new ideas, develop customer case studies, and ultimately grow our business
- Meaningfully influence our products. Leverage your customer interactions to generate and share insights with our Product and Engineering teams to help refine our product and build an even better customer experience
What we're looking for:
- Bachelor's or Associate's degree
- 2+ years of experience in a customer-facing role. Ideal candidates have experience with a SaaS, Marketplace, or a similar tech product
- High-energy demeanor with an outgoing, social personality—you love interacting with people and have impeccable written & verbal customer service skills
- Strong time management skills and attention to detail combined with the ability to multi-task and balance competing priorities
- Experience or strong interest in working cross-functionally with Product, Engineering, Operations, Marketing, and our Leadership teams to influence company-wide initiatives
- Self-starter attitude and the willingness to "roll up your sleeves"
- Passion for environmental causes and for building a business from the ground up!
Share this Job Share
- SureSwift Capital
- Customer Happiness Specialist
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
21d
POSTED March 8
Customer Happiness Specialist at SureSwift Capital
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Customer Happiness Specialist
Remote
Full Time
Mailparser & Docparser
Mid Level
About SureSwift Capital
At SureSwift, were building the company we want to work for, and wed like to give you the opportunity to join our fully remote team of 90+ people around the world.
SureSwift places a high emphasis on a positive work-life balance. We all work remote and focus on building a culture of being known as exceptional operators of excellent SaaS business where everyone thrives!
SureSwift Capital is proud to be an Equal Opportunity Employer. We are looking to fill this role in our Canadian or US market.
About Mailparser & Docparser
Mailparserhttps://mailparser.io/is a B2B SaaS solution that automatically pulls data from emails to gain workplace efficiencies. Mailparser enables its users to extract all relevant data fields from incoming emails that contain important data in the email body or in the form of attachments using parsing rules they define. Extracted data can be sent back to our customers via various integration options in real-time.
Docparserhttps://docparser.com/is a SaaS data capture solution that extracts data from documents (PDFs, MS Word, Image files) and can then send that data automatically to a customers system, a spreadsheet, or any number of places via various integration options. Data is extracted quickly and can be sent back to the customer in real-time.
Your Daily Challenges
When we welcome you aboard as a full-time Customer Happiness Specialist, well introduce you to your team, which consists of the Product Manager, fellow Customer Happiness Specialists, and software engineers. These are the people youll work closely with day-to-day.
Once you get settled in and learn more about the team, your day to day activities will look something like this:
- Answering help desk tickets and live chat in an accurate, effective, and timely manner
- Meeting with customers via webcam to help navigate and resolve challenges
- Lead weekly webinars for current customers and weekly demos for potential users
- Onboarding new customers and leading onboarding sessions
- Field inbound calls from potential customers and leverage scheduled calls to convert trial users to paid users
- Collaborate with your development team on any tickets that require their input
- Work with your Product Manager and fellow Customer Happiness Specialists to improve the customer experience
- Track and report your success
- Attend weekly team meetings
- Other duties as assigned
Your Experience and Qualifications
- 3+ years experience in online customer service
- Ownership of Customer Success and Happiness
- Experience using a Help Desk Ticketing System (e.g. Help Scout, Zendesk etc) and Jira
- Previous experience in converting inquiries to paid users is a plus!
- Self-starter, capable of working independently
- Strong organization, multi-tasking, and time management skills
- Strong analytical and critical thinking skills
- Excellent and clear English communication skills, both written and verbal
- Previous SaaS experience is a plus!
- Ability to learn and then educate around new software applications quickly
- Experience working in an entrepreneurial / startup environment
- Experience working with remote teams
Your Compensation
The annual pay range for this role is expected to be between $35K – $45K USD or $47,566 – $61,157 CAD. Actual base pay could vary based on factors including but not limited to experience, subject matter expertise, geographic location where work will be performed and the applicants skill set.
Background checks will be conducted on final candidates.
Thanks for the time you took to read about this opportunity.
Share this Job Share
- Resident Home
- Customer Support Operations Lead
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
21d
POSTED March 8
Customer Support Operations Lead at Resident Home
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Title: Customer Support Operations Lead
Location: United States
To be considered for this remote opportunity, you must reside and be authorized to work within the United States. You must be able to work a flexible schedule, which includes industry standard retail holidays.
Reports To: Customer Support Supervisor
Employment Status: Exempt
Who we are:
Resident is an industry leader in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016 (over 1 million happy sleepers and counting!), we have also launched the Dreamcloud, Awara, Level Sleep, and Sienna brands to cater to a variety of sleep preferences. Our mission is simple, we strive to make inspiring products people love coming home to (and to help everyone afford a great night’s sleep)!
Our company is built around continuously improving our ability to introduce new customers to our products, and wow them with exceptional experiences through the shopping and post-purchase journey. We love to use data and metrics to drive our decisions while keeping in mind that customers don’t speak in numbers and that each one should be treated as a member of our family.
Oh, and by the way – we’ve been doing the “remote work thing” since the day we started. So you can expect a hard-working team of people that understands how to create meaningful connections and get great work done virtually – it’s in our nature!
About the Role: This crucial position merges analytical skills with performance oversight to manage and improve the efficiency and effectiveness of our internal and BPO customer support functions. The ideal candidate will be responsible for data analysis and reporting, analyzing customer support and performance metrics, identifying trends, areas for improvement, auditing processes, and reporting to help optimize our customer support operations.
- Monitor and analyze key performance metrics, contact center metrics as well as team KPIs.
- Collaborate closely with the customer support supervisor and BPO senior lead to ensure alignment on customer support metrics, key performance indicators(KPIs), and quality standards.
- Perform daily audits of customer support interactions and processes via reports.
- Analyze data to identify trends, inefficiencies, and areas for improvement.
- Collaborate with BPO channel leads to ensure desired outcomes are being achieved.
- Ensure that support channel management is adhered to and coach to any areas of improvement with our BPO team.
- Present reports on findings and recommendations to the customer support supervisor.
- Execute the rollout of initiatives and projects cascaded from the support supervisor
- Responding to and resolving emails, and customer & agent escalations, as needed based on volume.
- Create and maintain documentation of customer support processes and procedures
- Exhibit agility by switching between data management tasks and support calls and live chats, based on operational needs.
Additional Responsibilities:
- Collaborate with cross-functional teams, developing and executing strategies for real-time issue resolution.
- Assist with training and special assignments delegated by the Supervisor/Manager.
- Discuss and implement action plans to improve the overall performance of the entire team.
Qualifications/Skills:
- High school diploma, preferred Associate’s Degree
- 2-3 years of proven experience in a customer support or call center environment
- Experience working with BPO partners
- Experience in data analysis, preferably in a customer support or call center setting.
- Strong analytical skills and experience with performance metrics.
- Experience working with Slack, Gsuite, reporting systems such as Looker, and call center software such as Five9
- Demonstrated experience in effectively managing and resolving escalated situations, ensuring customer satisfaction
- Proven ability to make sound decisions in high-pressure scenarios, addressing customer concerns promptly and finding resolutions that align with company policies
- Ability to present complex data in a clear and actionable manner.
- Must be able to lift up to 15 pounds to handle computer equipment
Preferred Qualifications:
- Knowledge of the mattress and or retail industry.
- Familiarity with the Looker reporting system
- Familiarity with Five9 Contact Center software
What We Offer:(subject to eligibility requirements)
- Remote-first workplace (since 2016!)
- Competitive pay.
- Health, Vision & Dental Insurance.
- HSA company contributions.
- 401K with a company match component.
- Generous Paid Time Off.
- Wellness benefits.
- WFH office and cell phone/internet stipend.
- A FREE MATTRESS plus an awesome Friends and Family discount!
Work Environment:
This role involves working closely with a dynamic virtual customer support team in a fast-paced environment.
If you reside in a state or location where pay transparency laws or regulations have been adopted please read the following: The salary for this position is $52,000 – $65,000. We carefully consider a wide range of compensation factors, including your background, skills, qualifications, experience, geographic location and other non-discriminatory factors. These considerations can cause your compensation to vary. Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay range applicable for this position, please contact us at People@residenthome.com
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, citizenship, genetics, disability, age, veteran status or other characteristics.
Resident Home participates in E-Verify.
Resident is proud to be a remote-first company and maintains policies to support our unique flexible work location culture. However, there are a few important parameters to our work-from-home-culture: While we currently employ Residents in over 30 US states and 3 countries, if you are hired, you may be restricted to working from the state or country in which you currently reside, unless the state or country to which you plan to relocate is one in which we already operate and no other restrictions apply to the role. As with anything, we encourage an open dialogue about your current location and potential desired relocation during the interview process and upon hire, if applicable, and the extent any other restrictions apply to a particular role. We reserve the right to deny relocation requests post-hire for any reason.
Share this Job Share
- Leidos
- Customer Service Representative
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
23d
POSTED March 6
Customer Service Representative at Leidos
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Customer Service Representative
Remote, US
Full time
job requisition id
R-00129214
Leidos is a Fortune 500 company aimed at embracing and solving some of the worlds most pressing challenges. Through science and technology, Leidos makes the world safer, healthier and more efficient.
Our Civil Group offers an array of exciting career opportunities for the best IT, energy, logistics and engineering professionals.
POSITION SUMMARY (program supporting/general position overview):
Leidos is seeking an Entry Level Customer Service Representatives (CSRs) to respond to incoming contacts from consumers that have been victims of identity theft and consumer fraud. Must efficiently document consumer complaints into a secure database, provide educational materials/referrals, while providing A+ customer service.
The expected shift is 9:00 am to 5:00 pm (EST) / 6:00 am – 2:00PM (PST)Monday through Friday.
PRIMARY RESPONSIBILITIES:
Respond to inbound calls. Provide excellent customer service. Document consumer data into web application. Provide education related to identity theft resolution, fraud prevention, and applicable federal laws.
MINIMUM REQUIRED QUALIFICATIONS:
- HS Diploma or GED Equivalent.
- Excellent computer/typing skills.
- Excellent communication skills.
- Position requires the ability to obtain a Public Trust clearance; a Public Trust clearance can take anywhere from 7-60 days to obtain; chosen candidate cannot start in this role until this process is complete.
DESIRED QUALIFICATIONS:
- Bilingual (Fluent in Spanish and English, both written and speech).
- Prior call center experience.
- Customer service experience.
- General knowledge of federal law.
- Professional Resume that contains the applicants contact info (phone number and email address), as well as the contact info (phone numbers and physical addresses) of previous employers should be attached to the application.
This position is covered under the Service Contract Act and is subject to minimum wage requirements as well as the minimum Health and Welfare benefit. Leidos will ensure that all wage and benefit provisions are met as required by the Service Contract Act. The salary rate for this position is $15 an hour.
While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Share this Job Share
- vidIQ
- Creator/Customer Support Specialist
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
23d
POSTED March 6
Creator/Customer Support Specialist at vidIQ
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Creator/Customer Support Specialist (100% Remote Worldwide)
Remote
Prague, Praha, Hlavn msto, Czechia
$34,000 – $38,000 per year
Customer Support
Job description
vidIQ is seeking a dedicated and enthusiastic team member to join our Creator Support Department as a Creator/Customer Support Specialist.You will play a crucial role in providing support to our valued users.
In this role, you will be responsible for:
- Assisting users with their inquiries and providing timely and accurate solutions
- Offering guidance and support to users on how to effectively utilize vidIQ’s features and tools
- Identifying and troubleshooting technical issues and escalating them to the appropriate teams if needed
- Building strong relationships with users and ensuring their satisfaction with our services
- Collecting feedback from users and sharing it with the product development team to help improve our platform
Job requirements
- Excellent communication skills, both written and verbal
- Strong problem-solving abilities
- Ability to work independently and as part of a team
- 2+ years experience in providing customer support
- Knowledge of YouTube and other social media platforms
- Understanding of video content creation and optimization
- Ability to multitask and prioritize tasks effectively
- Attention to detail and accuracy
- Flexibility to work in shifts, including weekends and holidays
- Proficiency in using customer support tools and software (Intercom, Asana, Stripe)
- Ability to work from 6 am to 2 pm PST, including both weekends
Nice to have:
- You haveyour own small YouTube channel
- Proficiency in different languages
At vidIQ, we value teamwork, innovation, and a positive work environment. We believe in empowering our team members to grow personally and professionally and providing ample opportunities for career development.
If you are looking for a challenging and rewarding role where you can make a difference in the lives of content creators, vidIQ is the place for you. Join our team and be part of our mission to help creators level up on YouTube.
We look forward to reviewing your application & your interest in vidIQ.
Share this Job Share
- komoot
- Customer Support Specialist
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
23d
POSTED March 6
Customer Support Specialist at komoot
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Title: Freelance Customer Support Specialist – Italian + English
Location: Remote Remote IT
JobDescription:
About komoot
Komoot is an app that lets you find, plan, and share adventures with its easy route planner. Driven by a love for nature and powered by the outdoor community’s recommendations, komoot helps you explore more of the great outdoors—wherever and however you want. And we’re good at it. Google and Apple have listed us as one of their Apps of the Year numerous times. Today, with over 35 million users and 300,000 five-star reviews, we are well on our way to becoming the most popular app for finding, planning, and sharing adventures worldwide.
Join our fully-remote team of freelance editors and start your adventure with komoot.
We have an ongoing recruitment process (no deadlines) meaning if this role is online it is still open. In case of a large volume of applications we might take the role down to allow our team sufficient time to review them thoroughly. In case we do not find a right match, we will repost the role again.
About the role
Do you enjoy interacting with people and helping them find solutions? Can you easily pick up new information and apply it quickly? Does an independent and flexible working environment help you thrive? If your answers are ‘yes,’ we’d love to hear from you!
We’re looking for a friendly, tech-savvy Customer Support Specialist to join our team. This is a part-time, freelance, and fully-remote position. The time commitment varies, ranging from 10-30 hours a week, depending on the time of year.
This role is perfect for you if you want to work independently and fully remotely – whether you’re a student, a stay-at-home parent, or a digital nomad. We’re looking to build long-term relationships with people who would thrive in this role, based on their circumstances.
Ready for your next adventure?
What you will do
- Your primary responsibility will be to answer our customers’ requests (email only) and help them get the most out of our product. You’ll be the first point of contact for our customers and, together with our Customer Support team, will play a crucial role in how our users perceive us.
- Suppose you’ve been using komoot for a while (or can pick it up quickly) — if you’re great at written communication and looking for a position that offers the right mixture of flexibility and reliability, this is an excellent option for you.
Peak season
- Our peak season at komoot starts in April and ends in September. We expect to receive more support tickets during this time and will have significantly more work available, which is why we would need you to work 20 hours per week minimum between those months.
- The rest of the year is much quieter. However, there will be some weeks when we might need extra help. Being able to upscale/downscale your hours based on the circumstances at the time would be very helpful.
What will your daily work look like?
You will:
- Support our users via email and answer their questions
- Handle mainly product questions and tailor responses from a bank of prepared answers to suit each case
- Work on first-level bug reporting: Identify where there might be errors and then forward the cases to our second-level team
- Regularly ask for help and escalate anything that will require deeper investigation
Why you will love it
- You’ll work with outdoor fans and help them to have beautiful experiences and discover more of the great outdoors.
- You can set your schedule and decide when and where you work daily. The beach? The mountains? No timezone or country restrictions – Onboarding and occasional meetings will be scheduled according to European timezone.
- You’ll have a lot of flexibility and freedom throughout the year to work more during some months and less during others.
- The salary for this position will be 20€ per hour, regardless of where you live. You’ll need to be set up as a freelancer in the country/area where you’re a tax resident and be able to invoice us.
Requirements
You’ll be successful in this position if you
- Can answer around 12 emails per hour.
- Speak Italian on a native level and have at least business fluent English (C1-2). You’ll be working with Italian-speaking customers, and our internal company language is English.
- Are highly self-driven, responsible, well-organized, and independent. This is a position with a high degree of flexibility and no micro-management. You’ll need to be proactive and reliable in your communication.
- Are happy to also work during the weekend. The specific hours will be up to you.
- Are happy to become a komoot expert as quickly as possible (or you already are one).
- Are an excellent written communicator and know precisely how to create high-quality, personalized responses.
- Learn quickly and enjoy deep diving into technical issues and solving them.
- Ideally, you’re a regular komoot user.
Share this Job Share
- VIPdesk Connect
- Technical Customer Service Representative
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
23d
POSTED March 6
Technical Customer Service Representative at VIPdesk Connect
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Location: US Select Locations; 100% Remote
VIPdesk Connect is a certified B-Corp, women-owned corporation, and Best Workplace winner committed to team member happiness. At VIPdesk Connect, we are passionate about delivering “more human” customer service. Our core values are central to how we do business. That’s why we have partnered with some of the world’s best iconic brands to provide an elevated customer experience.
The Technical Customer Service Representative is responsible for providing an authentic, world-class customer experience for our clients’ customers via phone, email, and chat with the phone as the primary focus and channel. The Technical Customer Service Representative is dedicated to providing customer care and technical support for a company focused on parenting and infant wellbeing. This includes providing services on their intelligent products and applications on iOS and Android platforms, providing information on products and offerings, processing purchase requests, sharing relevant policies, and managing escalated issues to resolution. They utilize a variety of resources, tools, and information to navigate customer accounts, research, and review policies courteously and professionally.
This position requires an empathetic, action-oriented, and flexible problem-solver to provide an elevated and personalized customer service experience that supports and reinforces brand standards—always with a focus on providing best-in-class customer service.
This is a remote, work-at-home position.
What You’ll Do
- Handle customer requests and interactions on behalf of VIPdesk Connect clients via phone, chat, and email with phone as the primary focus and channel
- With a high level of expertise, positive energy, and a can-do spirit, represent a diverse lineup of products and brands committed to customer service excellence
- Create positive customer touchpoints via phone, chat, e-mail, and SMS using a friendly, respectful, and professional tone while exhibiting genuine empathy
- Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support; diagnose and resolve issues following best practices and guidelines
- Assist with device installation, app setup, and configuration
- Conducts initial troubleshooting and technical assistance to customers, resolving basic technical issues, including network connectivity and device configuration and escalating complex problems to higher support levels when necessary
- Attend training and meetings as required to stay up to date with new information about the brand, products, services, processes, and policies
- Meet performance metrics including Customer satisfaction (CSAT), average handle time, quality, productivity, etc.
- Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting initiatives to promote diversity and inclusion in the workplace.
What You’ll Need
- 1+ years of demonstrated experience and success in customer service
- High School diploma or equivalent
- Technical proficiency in problem-solving and troubleshooting; has working knowledge of desktop platforms and mobile devices and has the with the ability to learn new technology quickly
- Effective communication skills, both written and verbal, with the ability to adjust style to customer demographics
- Polite, friendly, and courteous demeanor when engaged with customers via phone, email, SMS or chat.
- Responds positively to change, accepting of coaching and feedback, embracing and using new learning to accomplish complex or difficult challenges
- Detail-oriented with a focus on quality and accuracy, and has a strong sense of urgency to meet goals
- Able to accurately document customer interaction details with limited errors
- Can type at least 35 WPM with proper spelling and grammar
- A home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB wired headset, router, modem, webcam, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time
- Currently reside in AR, AZ, FL, GA, IL, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI
Preferred Qualifications
- Experience in a virtual contact center environment
- Experience with troubleshooting apps on both iOS and Android platforms preferred
Training Requirements
Virtual training starts March 22, 2024, from 12pm–7pm ET, Monday–Friday. Training is paid.
Compensation & Benefits
$16.00 per hour for a Technical Customer Service Representative, Level 1.
Our benefits package for full time team members includes, but are not limited to medical, dental, and vision insurance, paid time off, flexible spending accounts and life insurance.
Who We Are
At VIPdesk Connect, we believe brand loyalty is earned with every customer interaction. Each experience is an opportunity to reinforce a customer’s love for a brand. And no matter how leading-edge our technology is, it will never replace the power of the one-to-one connection. It’s why we have built a culture that cares. It is why our team knows how to connect with customers, human to human. We believe in creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals. Our positive energy leads to team member innovation, creativity, and happiness.
VIPdesk Connect is an Equal Employment Opportunity and Affirmative Action Employer committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. Our individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our team members invest in their work represent a significant part of not only our culture but our reputation and the company’s achievement. We embrace and maintain a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.
VIPdesk Connect, Inc. is proud to be an equal opportunity employer, M/F/D/V
Share this Job Share
- Xceed
- Customer Support Specialist
- Anywhere (100% Remote) OnlyFulltime
- Customer Support
31d
POSTED Feb 28
Customer Support Specialist at Xceed
- Customer Support
- Fulltime
- Anywhere (100% Remote) Only
Job Description
Who we are
At Xceed we are all about unlocking the extraordinary. Our mission is to connect music lovers with authentic events and inspiring individuals, fostering unforgettable experiences that last well beyond the night’s end.
Xceed is a venture-backed startup headquartered in Barcelona on a mission to create a world where everyone can live extraordinary experiences by joining authentic music events and connecting with inspiring people. We currently operate in over 20 markets globally and take 10 million unique event-goers out for a dance each month.
Recognized as the Apple Top 100 Apps in the world and fastest-growing start-up in Spain in 2018, our team is currently looking for a Customer Support Specialist to assist our global customers with their needs and doubts when using our platform.
We’re here to have a good time and make epic things happen and won’t settle for anything less.
Who you are
We are looking for a dynamic profile to become part of our customer experience team and assist our customers with their doubts and ideas when using our products and services, making them feel part of a community and ensuring a successful and smooth experience when going out!
This position must have availability to work during weekend evenings (European Time), which will be balanced out during the week.
Your responsibilities will include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn people's trust.
Ultimately, you will help establish our reputation as a company that offers excellent customer support at all points and times of contact with our global community of users.
What will you do
- Respond to customer queries in a timely and accurate way, via phone, email, or chat
- Identify customer needs and help customers use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer feedback on social media and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share it with our Product, Sales, and Marketing teams
Relevant information about the position: Part of your schedule will have to match peak time on weekends: *Friday and Saturday evenings from 8 pm to 1 am on Central European Time!***
Your skills and experience
- Multi-tasking abilities Experience as a Customer Support Specialist or similar CS role
- Experience using Intercom software is a plus
- Understanding of how CRM systems work
- Fluency in English is a must. Other European languages are a plus (Ideally, Spanish, Italian, French and or German)
- Excellent communication and problem-solving skills
- Attention to detail and analytical mind
- You are a problem solver, and you always strive for excellence and quality of your work
- Real team player able to proactively take part in a multicultural & cross-functional team
- Familiarity with the live events/music/going out industry
Our perks
- Competitive base salary
- Unlimited remote working and absolute flexibility. We do not believe in the 9 to 5 model.
- Unlimited holidays and workation - work from wherever you want!
- Unlimited access to our learning platforms (Codely, Coursera, MasterClass…) - you have a vast opportunity to learn and grow.
- Join team-building activities and meet-and-greet events.
- Fixed weekly hours allocated to studying & learning
Why Xceed will be your favorite team?
- You will become part of a successful and growing start-up that has been quadrupling revenues year after year.
- You will form part of a passionate, hardworking, and ambitious team
- You will enjoy a casual, young, and multicultural mindset
- You will have full autonomy and vast opportunities to learn & grow
- You will thrive in an environment built to experiment with new ideas
- & you will absolutely, always, 100%, have lotssss of fun!
Our principles
Moderation is fatal
Taste everything
Have no plan B
Inspire
Don’t ask if the party is going to be fun
At Xceed we offer equal opportunities - all qualifying applications will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, your favorite football team or music taste - except reggaeton, we probably cannot accept that, sorry ;).
Share this Job Share
- Dreami
- Customer and Business Development Representative
- Anywhere (100% Remote) OnlyContract
- Customer Support
31d
POSTED Feb 28
Customer and Business Development Representative at Dreami
- Customer Support
- Contract
- Anywhere (100% Remote) Only
Job Description
About Dreami:
Dreami powers data-driven career development programs for the 36 million people in the US who face barriers to employment. Dreami is a powerful and scalable B2B platform that streamlines training, matching, scheduling and tracking to create tailored and high impact mentorship and sponsorship programs. Dreami has reached over 10,000 users, achieved 95% program satisfaction ratings, and has been funded and supported by Techstars, The National Science Foundation, Google for Startups, Pivotal Ventures, Amazon, DivInc, among many others. Dreami is proudly female-founded and led.
About the role:
As a Customer Support & Business Development Contractor at Dreami, this individual will play a pivotal role in both customer support (40%) and business development (60%).
Responsibilities include:
Customer Support (40% of role):
- Responding to customer inquiries via email, chat, and videoconferencing, providing excellent service and support with rapid resolution time
- Troubleshooting technical issues and guiding users through platform features
- Handling customer feedback and ensuring timely resolution of issues
- Conducting customer satisfaction surveys and analyzing feedback to improve user experience
Business Development (60% of role):
- Conducting lead outreach and lead generation activities to identify potential clients
- Building out sales automations to research, email and qualify prospects to hit sales targets
- Hosting demos for prospects and guiding them through the benefits of Dreami's platform
- Updating sales materials and collateral for presentations to prospects
Who this opportunity will be great for:
- A highly organized, motivated, empathetic and energetic self-starter
- Someone who enjoys interacting with existing and potential customers daily
- A great problem-solver: you take a methodical approach to new or tricky problems that come your way
- Excellent verbal and written communication skills is a must
- Someone looking to make major social impact at a high-growth startup
- A plus: past experience in B2B SaaS, Ed-tech and Sales
Share this Job Share