Customer Experience Team Opportunity
Join our Customer Experience (CX) team and play a vital role in delivering exceptional support to our users. This full-time remote position is geared towards candidates available for Pacific or Central time zones.
Key Responsibilities
- Provide high-quality support primarily via phone (90%) and assist with email/live chat (10%) using Zendesk.
- Contribute to the Help Center and internal knowledge base by creating and updating content to promote self-service customer experiences.
- Identify customer pain points and suggest solutions to the product team.
- Find opportunities for improving support processes, especially in enhancing self-service options.
- Utilize tools and knowledge efficiently to maintain low ticket processing times.
- Triage and escalate tickets to CX leadership when necessary.
- Collaborate with other teams, including Sub Operations, to assist with support tasks.
- Meet team goals related to ticket handling, quality, and customer satisfaction.
Qualifications
- Proven experience in phone support is required.
- Experience with ticket-based customer support is an advantage.
- Strong empathy and ability to address customer needs effectively.
- Highly organized and detail-oriented with excellent communication skills.
- Commitment to diversity and inclusion, with experience working with diverse teams.
- Good judgment in handling sensitive and confidential information.
- Tech-savvy and eager to learn new technology tools.
- Strong multitasking abilities and high-level written and verbal communication skills.
- Availability to support customers in PST and CST time zones.
- Authorization to work in the U.S. is necessary (no visa sponsorship available).
Benefits
- Competitive salary, adjusted for cost of living by location.
- Comprehensive benefits package including medical, dental, and vision coverage.
- Flexible Time Off (FTO) and paid holidays.
- Parental leave and stock options.
- Reimbursement for professional development and co-working memberships.
- Engage in a mission-driven environment characterized by a fun, collaborative culture.
We are an equal opportunity employer and we uphold the value of diversity within our workforce. We do not discriminate based on any legally protected characteristics and provide reasonable accommodations for qualified individuals with disabilities.
Employment Type: Part-Time