Title: Manager, Technical Customer Support

Location: Remote

Type: Full-time

Workplace: remote

Category: Team Love

JobDescription:

About Omnidian

Omnidian is building a more sustainable future for the planet. We assure that IoT-enabled distributed energy assets perform at their best by innovating through our people and culture, integrated technology, and by creating an amazing customer experience. We’re a well-funded, growth-stage company offering the potential for enormous impact, both on our products and on the world.

We are headquartered in Seattle, but are open to a remote location depending on role and if a candidate resides within the United States in a state in which we currently employ.

The Job

Omnidians Residential Operations Team is seeking a Manager,Technical Customer Support. If you are passionate about people engagement and creating a positive work environment for all operations employees, we are excited to meet you. We are looking for someone who is inspired to lead a team delivering outstanding customer experiences in technical customer support. You are curious about solving technical issues for customers while coaching and supporting your teams to their highest potential.

Our ideal candidate will be able to lead and inspire teams, developing goals that tie directly to department and Omnidian goals. You will drive high accountability across your direct reports and are a role model in this regard. You are excited to act independently, working cross functionally to identify new ways of doing things, and creating innovative and effective solutions to complex problems. You demonstrate an insatiable curiosity and eagerness to learn. You are an empathetic and caring leader, showing respect and understanding in all situations.

What Youll Do

• At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things youll be doing:
• Model our Omnidian core values by coaching, providing feedback, and developmental opportunities to build effective teams.
• Oversee a team of technical support representatives, ensuring they are properly trained, motivated, and equipped to handle customer inquiries effectively.
• Assist with escalated customer issues and provide guidance to team members on complex technical problems.
• Track key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and ensure the team meets or exceeds performance targets.
• Continuously refine support processes and procedures to enhance efficiency and effectiveness, implementing best practices to streamline workflows.
• Maintain a deep understanding of the company’s products or services, staying up-to-date with new features or updates, and ensuring the support team is adequately trained on them.
• Analyze customer feedback and support metrics to identify trends, pain points, and areas for improvement, and implement strategies to address them.
• Collaborate with other departments such as product development, sales, and marketing to communicate customer needs and feedback, and ensure a cohesive customer experience.
• Advocate for our customers within Omnidian, representing the voice of the customer and championing their needs in product development and decision-making processes.

Who You Are

• You are a leader who cares deeply about people, recognizing their potential and having the courage to develop this potential
• You are an analytical problem solver who is comfortable working in a growth stage company that is fast paced and learning to scale
• You are self-motivated and are not afraid to act independently and make quick decisions to deliver an outstanding client and customer experience
• You are passionate about working in a culture to empower others and are excited to become part of a growing start up.
• You excel in a fast-paced, dynamic environment, where priorities may shift and challenges may arise unexpectedly. You are flexible and adaptable to change.
• You have excellent verbal and written communication skills to effectively convey technical information to customers, team members, and other stakeholders.

Experience You’ll Need

• 5+ years managing successful teams
• 4+ years of solar experience, gaining In-depth knowledge of solar photovoltaic (PV) systems, including system design, installation, operation, and maintenance. Familiarity with solar inverters, panels, mounting systems, and monitoring software is essential.
• Proven experience in providing technical support or customer service. You should have a track record of resolving technical issues, answering customer inquiries, and providing guidance on system optimization and troubleshooting.

Experience That’s a Plus

• Process Improvement experience such as Lean
• Experience in the broader solar industry, specifically in PV and Storage technical support, field service network operations, installation or financial services
• NABCEP or similar solar technical certification
• Established track record of advancing DEI work in companies or communities

Work-Life and Culture

• All of our roles offer the opportunity to work remotely
• If you are in the Seattle, WA area, we offer a vibrant and creative co-working space in the heart of downtown Seattle
• If you are near one of our employee clusters, we offer one or more local gatherings per year
• We provide outstanding benefits that we are continually improving upon, including family medical, dental, vision, disability, parental leave, 401(k) administration, thoughtful PTO, and paid sabbatical leave after four years
• We offer a competitive total compensation package that includes monthly health insurance premiums, quarterly bonus and long-term stock options for every employee
• We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
• We have affinity groups to help employees feel seen and supported, such as Rainbow Array, BIPOC, Thriving Survivors, Vets at Omnidian, Black Lights Matter and Neurospicy R Us
• We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, check out our post What Makes an Ethical Company?

Grow With Us

• We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
• The next role in this career track is Sr Manager, Technical Support
• Were a fast-growing startup, which means were constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means theres gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways youve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.

Midpoint: $85,000

Comprehensive Benefits: We’ve got you covered with 100% of health insurance monthly premiums for employees, and 50% for dependents.

Performance Bonus: Up to 15%, because exceptional work deserves exceptional rewards. Eligibility begins after 90 days.

Equity Stake: Join us in shaping the future and be rewarded for your dedication with stock options.

Continuous Growth: Up to $500 annual learning reimbursement because investing in your development is investing in our success.

Committed to Parity: We place candidates within the band based on professional experience, not negotiating skills, as part of our overall effort to avoid gender pay discrepancy.

We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.

We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all. 

Customer Service Specialist I

Job Details

Job Location

USARemote– Nashville, TN

RemoteType

FullyRemote

Position Type

Full Time

EducationLevel

4 YearDegree

TravelPercentage

Negligible

Job Shift

Day

Job Category

Customer Service/Support

Description

As the #1 advisor for developing and empowering people to deliver the highest quality care,HealthStreams brands include best-in-class apps, software, and specialized solutions. Over the last 30+ years, our Company has remained committed to solving big problems and growing into new product lines. We are constantly innovating and finding new ways to positively impact healthcare organizations.

What does our values-based culture offer you?

• A collaborative work environment
• A mission-oriented mindset
• Work-from-homeflexibility
• A chance to grow your career

All ourHealthStreamersshare a common vision: to improve the quality of healthcare by developing the people who deliver care. For over 30 years, we have remained committed to providing effective solutions through innovation and constant growth. Today, we offer a unified suite of products to streamline scheduling, credentialing, training and learning management, workforce development, and other key areas in the healthcare industry. We provide recurring value and, as aHealthStreamer, you will be at the forefront of healthcare technology innovation!

We offer work-from-homeflexibility as part of ourhybridworkplace policy. Our three Resource Centers (located in Nashville, TN; Boulder, CO; and San Diego, CA) are available for scheduled in-person events or assigned workspaces for those who want to work in the office.Remoteteam members also have access toflexiblespace scheduling for occasional use.

We encourage collaboration and commit to growth for our entire team. Our thriving culture allows our team members to continuously solve big problems, and we value these contributions. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

We make sure patients receive competent care from qualified people. As aHealthStreamteam member, you would help this vision come to life. We pride ourselves on being a community where you can both build your career and take time away to fulfill your life goals and commitments.

Your Role As a HealthStreamer

Position Summary

You will provide exceptional customer service and product support and have a significant role in the overall customer experience. As a Customer Service Specialist I, you will be the face of HealthStream and will become our client’sbiggest advocate! You will understand the ins and outs of HealthStream products and you will delight clients with your wealth of knowledge and unwavering positivity. You will also develop skills for your individual career path based on your interests–whether this lies within Customer Service or in another department within the company.

Essential Duties and Responsibilities

You will be responsible for adhering to all HeathStream security policies, procedures, and assigned training.

• Provide phone, email, and chat support; working closely with customers and with internal teams to efficiently resolve any issues that may come up.
• Troubleshoot and diagnose reported problems and work to understand and correct problems.
• Build strong relationships with your colleagues and with customers, communicating in a timely, professional, and respectful manner.
• Identify, test, and verify issues, providing the development team with clear documentation.
• Provide an uncomplicated and seamless customer experience by collaborating cross-functionally on customer focused initiatives.
• Participate in testing new features and releases.
• Suggest recommendations for product enhancements utilizing data and customer feedback.

Qualifications

What You Will Need to be Successful

Education, Experience and Knowledge Required

• You have at least one year of experience in customer-facing roles.
• Abachelor’sdegreein a related discipline is preferred.Educationrequirements may be waived based on practical experience.
• Practical knowledge of the healthcare industry a definite plus.

Skills and Abilities Required

• You have an extraordinary, charismatic phone presence; excellent written communication, and can relay information clearly, concisely and thoughtfully.
• You are a problem-solver, skilled in prioritization, and you take ownership in the work that you do.
• You know your audience and can effectively communicate resolutions with both non-technical and technical customers.
• You have a natural ability to work through technical difficulties, determine the root issue, and provide resolution beyond the issue or question proposed.
• You can make complex topics easily digestible by breaking them down into manageable parts.
• You display active listening skills and are an empathetic customer advocate.
• You have an insatiable curiosity for learning how things work.
• You have a working knowledge of Microsoft operating systems and are familiar with tools like Salesforce and Microsoft Teams. A basic understanding of SQL is a plus.
• You can work aflexible8-hour schedule, providing coverage between 7 AM 7 PM CST, Monday through Friday. Weekends and holidays are for you to enjoy with friends and family.
• You are a team player working towards a common goal and you hold your colleagues to the same level of quality and elevated standards.
• You may not always have the answer, but you are willing to go above and beyond to find a solution for a customer or provide a clear understanding of the steps we are taking.

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• Medical, Dental and Vision insurance
• Paid Time Off
• Parental Leave
• 401k and Roth
• FlexibleSpending Account
• Health Savings Account
• Life Insurance
• Short- and Long-Term Disability
• Medical Bridge Insurance
• Critical Illness Insurance
• Accident Insurance
• Identity Protection
• Legal Protection
• Pet Insurance
• Employee Assistance Program
• Fitness Reimbursement

If you have a passion for improving healthcare outcomes and empowering healthcare workers, come join theHealthStreamteam! We hope you join us and be aHealthStreamer! 

Customer Support Operator with Spanish and English languages

Worldwide

• RemoteOK
• Full-Time

We are Quadcode, a fintech company excelling in financial brokerage activities and delivering advanced financial products to our global clientele. Our flagship product, an internal trading platform, is offered as a Software-as-a-Service (SaaS) solution to other brokers.

Currently we are seeking a dynamic and customer-focused individual to join our team as aCustomer SupportOperator. As a Customer Support Operator, you will play a crucial role in supporting customer inquiries.

Working schedule: 2/2 day-day/night-night (GMT+3, Cyprus time)

Tasks in the role:

• Answer customer inquiries via various channels;
• Provide accurate information about the products of the company;
• Resolve cases in timely and professional manner;
• Maintain and update the company`s system.

Requirements:

• Fluency in Spanish and English languages both written and verbal;
• Previous experience on a similar position would be considerate as an advantage;
• Customer focus personality;
• Great communication and analytical skills.

We offer:

• Remotework model;
• Competitive remuneration;
• Professional courses: from Coursera to Harvard;
• Friendly, enjoyable and positive environment.

As a part of the Quadcode team, you’ll become a vital player in our mission to empower traders anddrivefinancial success. Join us today and be a part of a community that values talent, innovation, and dedication.

Your journey to financial achievement starts here with Quadcode!

#LI-Remote
 

Customer Care Representative

Remote

Contracted

Mid Level

Customer Care representatives are a critical part of the team at DriveSavers who help communicate with individuals who have experienced data loss, by walking them through the process in order to understand the complexities of recovering data from damaged devices.

Were looking for effective communicators with a passion for both written and verbal communication as well as individuals who are seeking job satisfaction knowing youre helping people restore memories they thought may have been lost forever.

Experience and Education
24 years sales experience, Associate/Bachelor Degree or equivalent work experience

Required Skills and Experience

• Excellent interpersonal, organizational, and communication skills
• Great customer service skills
• Strong attention to detail
• Able to work independently as well as part of a team
• Able to analyze and evaluate customer needs
• Able to prioritize and meet deadlines in a fast-paced environment
• Must have passion for staying ahead of current and future technologies

Job Duties Include

• Receiving inbound calls pre-service, service, and post-service
• Outbound call follow-up
• Working directly with data recovery engineers to report engineers findings
• Answering questions about the technical process of data recovery and associated pricing

If you have some of the qualifications but not all, please tell us why you think you should be considered.

Benefits

• 100% remote/telecommute
• Ongoing Training
• Events and Celebrations
• Friendly Workspace
• Green Business

From Employees on Glassdoor

• Fun work environment, rewarding knowing that we get irreplaceable data back for customers.
• Amazing work environment. Excellent incentives that encourage us all.
• Friendly, inviting, and supportive work environment.
• Great training, room for growth.
• Engaging and manageable workload.
• Each day brings new challenges with new and older technology.
• Snacks and beverages are stocked regularly.
• You feel valued as an employee. Comfortable work environment and strong incentives.
• Drawings for various concerts, regular season and championship playoff (NHL, NFL, MLB, NBA) tickets, and other cool attractions are commonplace.
• Its been great to work as an individual to make a difference to customers and work next to others with that same goal.
• Small business with a work environment that feels like a family, while also being known as the leader in data recovery. 

CUSTOMER SUPPORT REPRESENTATIVE

at AstroPay

So Paulo, Brazil

AtAstroPay, we believe in empowering people to reach their full potential and to be part of an innovative and forward-thinking company. Our goal is to provide a cutting-edge online payment solution that goes beyond just a traditional wallet. We are dedicated to creating a dynamic and challenging work environment that fosters creativity, innovation, and a strong sense of community among our team.

Our multinational and multicultural team is made up of talented and motivated individuals who are passionate about delivering the best possible experience to our customers and users. We value teamwork, collaboration, and a can-do attitude, and were always looking for new talent to join our growing company.

If youre looking for an exciting opportunity to work with a dynamic and innovative company, AstroPay is the perfect place for you. With our entrepreneurial spirit and drive to succeed, we offer an environment where you can grow both personally and professionally. Join us today and be part of our mission to revolutionize the online payment industry.

PRIMARY RESPONSIBILITIES & EXPECTATIONS:

As aCUSTOMER SUPPORT REPRESENTATIVEat AstroPay, you will be at the forefront of our customer interactions, providing timely first assistance to our users via email and chat.

Your role is instrumental in addressing user inquiries, troubleshooting issues, and enhancing our platform’s user satisfaction. The ideal candidate possesses some experience in customer service, is fluent in both English and Portuguese or English and Spanish, and is adept at utilizing digital channels such as chats, emails, and social media platforms. As a key member of our customer support team, you will play a crucial role in ensuring our customers receive timely and accurate assistance, contributing to an exceptional overall customer experience.

• Respond promptly and professionally to user inquiries via email or chat, demonstrating excellent written communication skills.
• Ensure user complaints are handled with empathy, patience, and efficiency, aiming for first-contact resolution whenever possible.
• Provide accurate information about AstroPay’s virtual wallet features, card services, bill payments, and other offerings.
• Troubleshoot and resolve basic account-related issues users encounter, offering clear instructions and solutions.
• In cases requiring advanced expertise, you will escalate issues to other agents of different levels within our team, as well as collaborate with other teams, ensuring a swift and effective resolution of users’ tickets.
• You will be expected to contact and respond to 120 unique customers per day, either by chat or email channels.

CORE COMPETENCIES AND SKILLS:

• Bilingual proficiency in English and Portuguese or English and Spanish.
• Some experience dealing with customers, preferably in a digital environment.
• Strong written communication skills, demonstrating empathy and patience in customer interactions through digital channels such as chats and emails.
• Strong customer service orientation with a focus on delivering exceptional experiences.
• Flexibility to adapt to changing priorities and willingness to work varying shifts.
• Ability to escalate cases appropriately and collaborate with other departments when needed.
• Goal-oriented with the ability to achieve daily conversation targets.

BENEFITS:

• Flexible hours: We are results-oriented.
• Professional growth: Take off your professional career. Explore your passions.
• Fully remote: Work from anywhere.
• AstroTeam: Get in touch with your team and have fun.
• AstroPay House:Meet and connect with AstroPayers in all the world.
• Training: Keep on building your knowledge with EDX platform. 

Our customer base continues to grow and we’re looking for an analytical and curious Customer Support Specialist to join our team and make a big impact.

As a Customer Support Specialist, you will be focused on ensuring that customers receive best-in-class service and have access to the help they need to be successful using Muck Rack. You’ll be a good fit for this role if you enjoy creating exceptional customer experiences, and helping customers achieve their goals comes naturally to you.

You will work closely with the editorial, customer success, and product teams.

What you’ll do:

• Serve as a first responder for inbound communication through our site
• Answer customer questions and provide how-to help on Muck Rack’s capabilities, with a focus on reducing customer effort and furthering product knowledge
• Escalate and diagnose software issues; work with our product and engineering teams to solve complex product issues
• Follow site issues to resolution and customer satisfaction
• Proactively reach out to customers who show signs of user error
• Identify processes that need to be improved and evolved
• Maintain expert product knowledge of Muck Rack and stay well informed of new and existing features

How success will be measured in this role:

• Time to close
• Average time to respond within 10 minutes or less
• Number of conversations replied to
• CSAT
• Quality Assurance (QA)

If the details below describe you, you could be a great fit for this role:

• 1-2+ years of experience in technical support; B2B and SaaS experience is preferred
• Exceptional written and verbal communication skills, with a focus on listening and asking the right questions; comfort communicating with customers via chat, email
• Can autonomously troubleshoot and perform in-depth investigations to fix a problem
• Ability to adapt quickly to changing priorities and customer needs
• Familiarity with the tools we use, including Google Apps, Hubspot (or Salesforce), Slack, Intercom, GitHub, and you learn how to use new tools quickly
• Familiarity with technical writing; writing troubleshooting and navigation steps for websites
• Attention to detail and curiosity to identify the core of issues
• Continuous learner with a desire to be the first to learn new features
• Experience working in public relations or familiarity with the industry is preferred
• Familiarity with boolean searching
• Must be willing to work one of the following shifts: 8:00am-5:00pm EST or 12:00pm-9:00pm EST

Interview Overview

Below you'll find an outline of the interview plan for this role. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.

• 30 min interview with a member of our Talent Team
• A 1 hour zoom interview with the hiring manager
• Skills assessment (2 hours max)
• Peer interviews with several team members
• Final call(s) with executive team member(s)

Salary

In the US, the base salary for this role is $27/hour. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.

Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate. 

Remote anywhere

About Reedsy

We’re here to give authors the tools and resources they need to create beautiful books. Our marketplace gathers the industry's best publishing professionals — the likes of Neil Gaiman's editor, Nora Roberts' book marketer, and GRRM’s cover designer.

We’ve grown to a community of 1,000,000 authors and over 3,000 freelancers in just a few short years, while picking up a number of industry awards along the way 🏆

Want to hop on board and help us get to our next destination? Cool, keep reading!

Job Description

Your role is to offer support to authors, creative publishing professionals (editors, designers, marketers, publicists, ghostwriters, translators, etc.), and optimize conversion.

You will be part of a team of 8. Your role will involve:

• Offering support to Reedsy users;
• Reviewing projects submitted on the platform;
• Building customer funnels (design emails and in-app messages) to reactivate users and introduce Reedsy's features to them;
• Maintaining and update our FAQ based on user feedback and questions;
• Suggesting product features based on user feedback; and
• Contributing to maintaining a high NPS (currently at 86!).

Requirements

Person Specification

• Customer support experience (Intercom, Crisp, Zendesk, etc.)
• Experience automating support processes
• Great understanding of on-boarding and conversion rate optimization (CRO) techniques
• Entrepreneurial minded
• Strong writing skills, you can write clearly and accurately, with perfect grammar and spelling
• Native-level English speaker

Bonus Points

• Previous experience working for a marketplace and/or in a creative industry
• Fluent in multiple languages. Reedsy welcomes applicants of all cultures and backgrounds.
• A good dose of ambition, a willingness to learn, and a great sense of humor

Benefits

• Work from home;
• Paid paternal and maternal leave;
• Reedski, our annual ski trip.

Salary range:

$25k – $45k 

In the role of Customer Success Engineer at thirdweb, you’ll be responsible for providing technical support for developers using our tools. You’ll work in a small team to ensure an excellent developer experience for customers and community members alike. This role is available both Part Time (20 hours/week) and Full Time.

In this role, you’ll be expected to develop and apply an expert-level understanding of the following areas of the thirdweb platform:

• Dashboard
• Building and deploying smart contracts using Explore and Solidity SDK
• Building apps and games in React, TypeScript, Unity, and other thirdweb SDKs
• Integrating UI components, Auth, GamingKit, and Commerce into existing apps
• Paper Checkouts and Wallets

Responsibilities

• Support thirdweb customers and community members via email, live chat, Discord, and Slack.
• Deliver exceptional customer support experiences with timely responses, accurately diagnosed issues, and complete solutions with clear next steps to users in a consise manner.
• Review code related to thirdweb SDKs and guide users to success.
• Replicate bugs and provide detailed bug reports to our engineering team.
• Identify common questions and create technical content to solve repeatable troubleshooting issues.
• Advocate for our customer needs and be the internal voice of the customer to our Product and Engineering teams.

What we're looking for

• You have an ownership mindset, treat customer issues as your own and own them end-to-end.
• You are a fast pace problem solver that's comfortable in a rapidly changing industry and product.
• You are solutions-oriented and are able to find acceptable alternatives when the first option isn't available.
• Obsessed with learning and wants to take the hard path by joining a startup.
• In depth understanding of thirdweb and web3 from a technical perspective.
• Technical knowledge of code including Typescript, React, and Solidity. Experience building with one or more of our SDKs.
• Excellent writing and communication skills. You can identify issues and clearly communicate technical concepts to users.
• Enjoys talking in technical detail to a wide range of audiences about how thirdweb works.
• Highly organized with a passion to teach.

Bonus Points

• Experience in a customer-facing support role.
• Experience as an engineer preferred.
• Python, Unity, or Go languages.
• Active in the thirdweb community (Include your discord username in app!)
• Actively building your own projects with thirdweb. 

WeLocalize is searching for a Customer Service Representative to Maintain a positive, empathetic, and professional attitude toward customers at all times, Respond promptly to customer inquiries, Know our products inside and out so that you can answer questions, Acknowledge nd resolve customer complaints, Manage a team of junior customer service representatives, Ensure customer satisfaction and provide professional customer support - start asap.

WeLocalize is an American multinational financial services company. It offers banking, commercial banking, an electronic trading platform, and wealth management advisory services to both retail and institutional clients.
The person must be team-oriented, customer-focused and possess exceptional communication and documentation skills.

Client communication is primarily online, Direct team member communication, training & support online.
• 8 hours daily ( 8:am to 4pm )
• No Experience Required
• $25.00 Hourly , training $21.00 Hourly
• Job Type: Fully Remote
BENEFITS: The job includes benefits such as health, dental, life, and AD&D insurance, employee wellness and 401k plans. 

Customer Care QA Trainer

Remote

Atlanta, Georgia, United States

Customer Experience

Full time

Description

Tangelo aims to improve healthy food access and promote healthier lifestyles by making nutritious, affordable, and delicious food options accessible through a benefits platform for low-income families and those with chronic conditions. Our platform provides subsidized medically tailored meals and healthy grocery delivery at reduced costs, or even free, through partnerships with insurance companies, governments, universities, non-profits, and employers.

The QA Trainer is responsible for ensuring the quality and consistency of customer interactions by designing and delivering training programs for customer service representatives. This role involves assessing the performance of customer service agents, identifying training needs, and developing training materials to address gaps. The QA Trainer also plays a key role in coaching and mentoring customer service representatives to improve their skills and knowledge, ultimately enhancing the overall customer experience.

Role Scope:

Training Program Development:Design and develop training materials, modules, and resources for new hire training, ongoing skill development, and refresher training programs.

Quality Assurance (QA) Assessment:Evaluate customer service interactions through call monitoring, email reviews, and other quality assessment methods to identify areas for improvement.

Training Needs Analysis:Conduct regular assessments of customer service representatives’ performance to identify training needs and areas for improvement.

Training Delivery:Facilitate training sessions, workshops, and coaching sessions for customer service representatives, both in-person and virtually.

Performance Coaching:Provide individualized coaching and feedback to customer service representatives to help them improve their performance and meet quality standards.

Product and Process Training:Ensure that customer service representatives are knowledgeable about products, services, and company processes through comprehensive training programs.

Documentation and Reporting:Maintain accurate records of training activities, assessment results, and training completion rates. Prepare regular reports on training effectiveness and areas for improvement.

Continuous Improvement:Stay informed about industry trends, best practices, and emerging technologies in customer service training and quality assurance. Continuously update training materials and methods to ensure relevance and effectiveness.

Collaboration:Work closely with other departments such as operations, customer support, and product development to identify training needs and address customer service issues.

Compliance:Ensure that training programs and practices comply with company policies, procedures, and regulatory requirements.

Requirements

• Bachelor’s degree in business administration, education, communication, or a related field.
• Proven experience in quality assurance and training, preferably in a customer service or call center environment.
• Strong knowledge of customer service principles, practices, and standards.
• Excellent communication and interpersonal skills, with the ability to effectively convey information and provide feedback to individuals and groups.
• Experience in designing and delivering training programs, including curriculum development, instructional design, and facilitation.
• Ability to analyze data and performance metrics to identify training needs and measure training effectiveness.
• Proficiency in Microsoft Office applications and training software/tools.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities effectively.
• Flexibility to adapt to changing business needs and priorities.
• Certification in quality assurance or training (e.g., ASTD, Six Sigma) is a plus.

Benefits

• Competitive salary
• Health Care Plan (Medical, Dental & Vision)
• Life Insurance
• Unlimited Paid Time Off Policy (Vacation, Sick & Public Holidays)
• Remote First! Work From Home
• Company Provided Hardware
• Wellness Resources

Title: Customer Support Representative

Location: United States

Category: Customer Service

Job Description:

About Taskrabbit:

Taskrabbit is a marketplace platform that conveniently connects people with Taskers to handle everyday home to-dos, such as furniture assembly, handyman work, moving help, and much more.

At Taskrabbit, we want to transform lives one task at a time. As a company we celebrate innovation, inclusion and hard work. Our culture is collaborative, pragmatic, and fast-paced. Were looking for talented, entrepreneurially minded and data-driven people who also have a passion for helping people do what they love.

Together with IKEA, were creating more opportunities for people to earn a consistent, meaningful income on their own terms by building lasting relationships with clients in communities around the world.

• Taskrabbit is a remote-first company with employees distributed across the US and EU
• 5-time Best Places to Work in 2022 by BuiltIn. Including Best Companies in SF, Best Mid-Sized Companies, and Best Benefits
• DataBird journals Best Places Best Companies for Diversity, #1 2019 and 2020
• DataBird journals Best Places Best Companies for Women, #4 2019 and #1 2020

About The Role:

As a Customer Service Representative at Taskrabbit, you will embody our core competencies, creating a seamless and exceptional experience for every individual, be it a client, Tasker, or Partner. Your approach is customer-obsessed, recognizing the intrinsic value of each person and understanding that our business success is rooted in how we prioritize and treat everyone. You champion customer satisfaction with a perfect blend of urgency and genuine care, always emphasizing a customer-centric approach.

Our Values:

Obsess over Clients and Taskers, Win Together with Heart, Own the Challenge, Be Bold & Think Big. Move Fast.

What You’ll Work On:

Customer Obsessed:

• Prioritize and champion customer satisfaction, ensuring a personalized and caring approach in every interaction.
• Recognize the unique needs and concerns of customers, contributing to a positive and inclusive environment.
• Strive for the right balance of urgency and genuine care, demonstrating a commitment to putting the customer at the center of every decision.

Insight/Metrics Driven:

• Understand customer needs and preferences through direct interactions and feedback.
• Use feedback to make informed decisions aimed at improving customer satisfaction.
• Spot trends in customer inquiries and behavior to better anticipate their needs.
• Regularly assess and adapt your approach to ensure a positive customer experience.

Trusted Resource:

• Demonstrate a high degree of ownership and disciplined curiosity in addressing customer concerns.
• Approach problem-solving with a solutions-focused mindset, proactively identifying and implementing effective resolutions.
• Serve as a trusted resource, ensuring optimal customer satisfaction and problem resolution through proactive measures and efficient solutions.

What You Will Need:

• Minimum of 1 year of experience in a customer service role.
• Exceptional problem-solving skills, with the ability to navigate and resolve complex issues.
• Strong sense of ownership and disciplined curiosity, driving proactive identification and implementation of effective resolutions.
• Empathetic communication skills, with the ability to connect with customers on a personal level.
• Demonstrated proficiency in communicating effectively and rapidly through both written and verbal channels.
• Detail-oriented mindset with a commitment to delivering top-notch service.
• Fluency in English is required; proficiency in French or Spanish is a welcome bonus.

Shifts offered for this position are Central Time (CT). Preference will be asked at time of interview, but cannot be guaranteed. Depending on business requirements your shift time or day off may change:

• Monday-Friday – 10:45am – 7:45pm
• Tuesday-Saturday – 7:30am – 4:30pm, 8:30am – 5:30pm, 9:45am – 6:45pm, or 10:45am – 7:45pm
• Sunday-Thursday – 7:30am – 4:30pm, 8:30am – 5:30pm, 9:45am – 6:45pm, or 10:45am – 7:45pm

Compensation & Benefits:

At Taskrabbit, our approach to compensation is designed to be competitive, transparent and equitable. Total compensation consists of base pay + bonus + benefits + perks.

The hourly rate for this position is $17.50/hr. (Guaranteed 40 hours per week) This range is representative of base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits. Final offer amounts may vary from the amounts listed above, and will be determined by factors including, but not limited to, relevant experience, qualifications, geography, and level.

Youll love working here because:

• Taskrabbit is a Remote-First Company. We value flexibility and choice but also stay committed to regular in-person connection.
• The People. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams — people you can be proud to work with!
• The Values.
• Care Deeply. We take time to be present and partner with our team and communities.
• Level Up. We navigate through ambiguity and go the extra mile.
• Be A Better Neighbor. We build a diverse and sustainable community and encourage all voices.
• Lead The Future Together. We value entrepreneurship and are inspired by action.
• The Diverse Culture. We believe that we make better decisions when our workforce reflects the diversity of the communities in which we operate. Women make up half of our leadership team and our diversity representation is above that of the tech industry average.
• The Perks. Taskrabbit offers US employees employer-paid health insurance and a 401k match with immediate vesting. Taskrabbit offers EU employees medical insurance. We offer all of our global employees, generous and flexible time off with 2 company-wide closure weeks, Taskrabbit product stipends, wellness + productivity + education stipends, IKEA discounts, reproductive health support, and more. Benefits vary by country of employment.

Taskrabbit is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Taskrabbit will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. 

Seasonal Customer Success Representative

Remote

Sales

Great Minds, a rapidly growing challenger brand in the PK-12 instructional materials space, seeks a Seasonal Customer Success Representative.

COMPANY PROFILE

Great Minds, a mission driven Public Benefit Corporation, brings teachers and scholars together to craft exemplary instructional materials that inspire joy in teaching and learning. Our English curriculum,Wit & Wisdom,Eureka Math andPhD Science, all support teachers as they take students beyond rote learning to provide a deeper, more complete understanding of the humanities, mathematics, and the sciences. Founded in 2007, Great Minds now employs more than 1,000 people.

For additional information please visit:www.greatminds.org

OUR MARKET POSITION

Great Minds Eureka Math is the most widely used curriculum in the history of American education. It enjoys an unrivaled 40+ net promoter score. Eureka and its sister products, Wit & Wisdom English and PhD Science, embrace much higher expectations for all students and all teachers. In a market dominated by scripted, procedural materials that drive expectations down, Great Minds produces curricula that celebrate knowledge, respect the craft of teaching, and acknowledge the true capabilities of students.

Job Purpose

The Seasonal Customer Success Representative must have a positive attitude and a passion for delivering effective service to all customers. This entry-level position reports to the Customer Success Supervisor and is a member of the Great Minds Sales Team. This position is remote and will be responsible for handling inbound calls along with a host of customer inquiries in high volumes, pre- and post-sales support, and providing overall customer satisfaction. The ideal candidate should be tech-savvy, able to quickly grasp new concepts, and be able to work efficiently in a remote team setting. Candidates should also be able to cover up to 8 hours of the call center hours of operation between 7 AM and 8 PM EST.

Responsibilities

• Works collaboratively with several Great Minds teams as well as other members of the Customer Success Team
• Assists customers via incoming calls, voicemails, emails, and web inquiries regarding print product offerings, professional development options, order placement, and shipping/receiving of materials in high volumes
• Routes inquiries to the appropriate Great Minds team(s) for assistance
• Handles various related projects as needed
• Practices consistent and concise communication with both customers and internal contacts
• Keeps clear and meticulous records of customer interactions through the organizations Customer Relations Management (CRM) tool
• Assists in CRM data validation and management
• Tracks orders through various stages of fulfillment

Requirements

• Minimum 1-3 years’ experience in a customer service-related field
• Self-motivated with excellent creative and proactive problem-solving skills
• Incomparable people skills with the ability to handle difficult situations with poise
• Willingness to learn about company products and policies to better assist customers
• Ability to efficiently multi-task in a fast-paced environment
• Excellent verbal and written communication skills
• Highly proficient with Microsoft Office
• Experience utilizing Salesforce or other CRM software (preferred)
• Ability to work remotely in a professional and secure environment
• Must have consistent high-speed internet access
• Headset provided, but must utilize personal laptop/computer (tablets not sufficient)

Required Education

• High school degree

Status

• Seasonal (May through September)
• The hourly rate for this position is $19/hr

Location

• Remote

New employees will be required to successfully complete a background check and provide proof of COVID-19 vaccination, subject to potential accommodation as required by law.

Any communication to applicants relating to the Great Minds hiring process will only come from email addresses with the domainsgreatminds.orgorgreatminds.recruitee.com. If in the course of the application or hiring process with Great Minds you are contacted through another domain, are requested to provide banking or other sensitive information, or you note any other suspicious activity, please contactsecurity@greatminds.org.

Great Minds is an equal opportunity employer. We will extend equal opportunity to all individuals without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws. Our policy reflects and affirms the organizations commitment to the principles of fair employment and the elimination of all discriminatory practices.

#LI-Remote 

Customer Service Representative (Part Time)

locations

Remote

time type

Part time

job requisition id

REQ-3322

Job Overview:

Time4Learning is seeking a part time Customer Service Representative to be responsible for providing support to Time4Learning.com product users via phone, email, Instant Message chat, and social media networks. All Customer Service Representatives are trained to answer any type of question including but not limited to billing, technical support, homeschooling, product-related questions, etc.

The ideal candidate will support our Time4Learning customers Monday – Friday in four hour shifts between the hours of 2:30pm – 6:30pm eastern time.

Location: Remote, USA but must be able to work east coast hours.

Job Responsibilities:

• Communicate with customers through various channels including phone, email, chat, and social media
• Respond promptly to all customer inquiries (billing, technical support, homeschooling, and product-related questions)
• Identify patterns and suggest remedies that will achieve customer satisfaction
• Keep records of customer interactions, comments, and complaints
• Satisfy customer concerns: provide appropriate solutions or alternatives within the limits; follow up to ensure resolution
• Use techniques that will leave an impeccable first impression
• Maintain a positive, empathetic, and professional attitude toward customers and team members at all times
• Must be available to work occasional Saturdays

Job Requirements:

• Minimum of 2 years of customer service & retention experience (call center and remote experience a plus)
• Proficient knowledge of Microsoft Office, Google Drive, Outlook, email systems, and the internet
• Excellent verbal & written skills
• Ability to multi-task in a fast-paced environment
• Minimum of 1 year of Homeschool experience a plus
• Required internet speed of at least 7Mbps. A speed test will be conducted.

To learn more about our organization and the exciting work we do, visit www.time4learning.com.

An Equal Opportunity Employer

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability. 

Customer Support Specialist

Location:Remote, US

*Please note: This is atemporarycontractposition*

• Contractbegins June 3rd, 2024 through the end of September 2024
• Contractors must be available 40 hours a week
• The hourly rate for this position is $17/hour

About Us:

Trusted and loved by 25 million educators, students, and families worldwide, Seesaw is the only elementary learning experience platform, offering a suite of award-winning tools, resources, and curriculum for teachers to deliver joyful, inclusive instruction. Through interactive lessons, digital portfolios, and two-way communication features, Seesaw keeps everyone in the learning loop by providing continuous visibility into the student’s learning experience to support and celebrate their learning.

Our Mission:

Seesaws mission is to provide every elementary student with joyful and connected learning experiences that lay the foundation for success in life.

Your Role:

We want every teacher and school to be successful with Seesaw and are looking for thoughtful, compassionate problem-solvers to join our Support Team. At Seesaw, we believe that incredible customer support is the best marketing tool we have and that every customer who interacts with us should feel excited to use Seesaw in their classroom and empowered with the information or tools they need to do just that.

Your Responsibilities:

• Quickly and effectively solve customer issues (through email) from teachers, parents, and administrators to ensure they successfully use Seesaw
• Use spreadsheets to process data and resolve errors
• Identify and escalate software challenges or bugs to the team
• Learn the ins and outs of our product to become a Seesaw expert

Requirements:

• Deep empathy and patience for teachers, schools, and parents
• Advanced computer skills and experience with web-based applications such as Zendesk, Google Suite, including Google Sheets or Excel
• 2+ years of customer support experience, preferably ineducationoreducationtechnology
• Excellent writing and communication skills
• Ability to investigate and resolve technical issues quickly
• Highly organized and detail-oriented
• Flexibility to pivot with the demands of the business or shift priorities quickly
• A desire to become an expert on our product (previous experience with Seesaw a plus)

Compensation:

Our compensation ranges are based on paying competitively for our size and industry. Individual pay decisions are based on several factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other Seesawers. It is our expectation that the majority of candidates who are offered roles at Seesaw will land well within our compensation ranges based on these factors.

Thehourly ratefor this position is:$17.00

This is a Non-Exempt position. 

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 

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) 

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. 

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. 

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 

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.