Customer Support Specialist, 2nd Shift (Tuesday - Saturday, 4pm ET - 1am ET)
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
- *About the Opportunity**
Ready to make a serious impact? Millions of people already rely on the organization's product, and it's still in the midst of exciting product growth — it's a fantastic time to join. Everything you'll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you've ever worked with, then this role hopes you'll consider allowing the organization to be a part of your professional journey.
- *About the Team & Opportunity**
What's so great about working on the Customer Experience team? The team provides a high-touch experience to each customer and enables them to maximize the product so that they can gain valuable time back into their day-to-day. Why is this role needed? The organization is looking for a Customer Support Specialist who has a curiosity for technology, critical problem-solving skills, and a desire to enable customers! This role will report to a Manager of Customer Service and be on the front lines of customer support issues during second shift hours.
- *A Day in the Life of a Customer Support Specialist**
This role will resolve tickets via Live Chat, Phone, or Email promptly in a fast-paced environment and effectively maintain expert-level product knowledge. There will be an opportunity to participate in support initiatives and performance will be measured by personal and team goals & metrics. Many customers have experienced the value of the product firsthand, and the team makes a huge impact on that experience. In order to stay at the top of industry customer service standards, the team needs to continually grow.
- *On a Typical Day, You Will Be Working On:
- Be the first point of contact for users when they need help or have questions, providing solutions and creating the very best support experience.
- Help customers schedule more meetings.
- Take a consultative approach to problem-solving.
- Maintain fantastic written communication skills.
- Be an expert on the product, use-cases, and scheduling industry.
- Patiently empathize with customers with every interaction.
- Attend ticket audits and receive active feedback on a regular basis.
- Document & advance customer and internal issues appropriately.
- Go above and beyond to serve customers and the team (be a self-starter).
- Use technical savviness and resourcefulness to assist customers relatively autonomously.
- Take ownership over the customer experience provided.
- *What is Needed from You?
- 1+ years of experience in software (SaaS) customer support.
- Technical software troubleshooting skill and experience.
- Live Chat or Phone customer support experience is a plus.
- Someone who thrives in a challenging, fast-paced environment and enjoys helping people.
- A self-starter mentality and desire to make a direct, tangible impact on a rapidly growing product and company.
- Drive and ability to thrive in a metrics-focused role and team environment.
- Phenomenal written and verbal communication skills.
- Outstanding time management skills.
- Someone who works collaboratively with a passionate, customer-centric team.
- Authorized to work lawfully in the United States of America. Immigration sponsorship is not provided at this time.
The ideal candidate will thrive in a fast-paced, high-volume, email, phone, and live chat-based customer support environment. This role will require product expertise, exemplary time management skills, critical thinking about problem-solving, and effective communication throughout the customer experience. Due to the hours of coverage, it is imperative that the person in this role exercise good, professional judgment and be able to thrive in a relatively self-sufficient context. Self-starters who are curious and intrinsically motivated to make an impact are sought.
- *Available Shifts**
In order to best serve customers globally, and to support multiple time zones, seven days a week.
- This role has a consistent 5-day per week work schedule that will include one weekend day: the shift each week will be Tuesday - Saturday, 4pm - 1am EST.
Tier 1 Hourly $19.62—$26.55 USD Tier 2 Hourly $19.62—$26.55 USD Tier 3 Hourly $19.62—$26.55 USD The ranges listed above are the expected annual base salary for this role, subject to change. The organization takes a number of factors into consideration when determining an employee’s starting salary, including relevant experience, relevant skill sets, interview performance, loca