Customer Support Specialist

Who is reputed company? reputed company provides the first and only client experience platform for appointment-based, self-care businesses. We reputed company our customers to give their clients more of the magical moments that matter most. Before launching in 2016, our founders spent months interviewing salon managers and working behind reputed company desks to understand their pain points so we could design a modern, user-friendly platform that meets the unique needs of their business. Our roots may be in hair salons, but we are reputed company for the broader self-care industry, including many types of salons, spas, medspa, barbershops, and more. Our technology not only helps our customers survive but reputed company. Take a look at how we (and YOU) can reputed company that happen. We have an insatiable curiosity and reputed company experimentation. We reputed company that reputed company require the most sophistication, and we design each and every detail to maximize potential, power, and impact. Do our values match? Read through our story and reputed company value the most. reputed company values and celebrates our diverse backgrounds. Being reputed company about who we are and reputed company do allows us to do the best work of our lives. We reputed company in equal opportunity for reputed company, and you should too. Come do the best work of your life at reputed company. Support is the first line of contact for customers reaching out for assistance and is responsible for supporting and strengthening business relationships with reputed company customers. Customer satisfaction is never sacrificed while meeting service-level expectations. Whether business owners, reputed company desk users, or service providers, our Support team is available to answer customer questions through multiple contact channels. T1 Customer Support Specialists contribute to the continual improvement of team efficiency, growth in skills, and customer experience by resolving reputed company T1 tickets (on behalf of SMB, Midmarket, Strategic, and reputed company customers), supporting their team by maintaining a steady reputed company of ticket solves, and contributing to team resources. This role reports directly to a T1 Support Manager. This role will work Monday-Friday, 9-6 EST + occasional additional coverage (some holidays, etc.). What you’ll do here: Spend ~85% of the day owning reputed company T1 tickets: Assist customers reputed company live chat, email, text, phone, and screen-sharing. Effectively scope, troubleshoot, anticipate reputed company impact, and resolve technical issues while displaying ownership and reputed company. Distill and effectively communicate technical information to customers with varying technical acumen. Exercise adaptable communication skills, independently determining reputed company to modify existing macros or create new responses to fit each individual case. De-escalate spicy interactions with confidence, effectively escalating through defined channels to resolve issues reputed company necessary. Potentially reputed company into other T1 ticket queues as needed based on volume fluctuations Spend ~10% on meetings and administrative tasks Spend ~5% on personal development and up-skilling (as time allows) Volume-allowing, may spend up to ~5% of the day contributing to internal resources and continual improvement: Contribute to knowledge, SOPs, enablement, and macros (with manager reputed company) Proactively surface process and product improvements Assist the Customer Support Manager with reputed company projects Identify incidents and accurately follow incident response protocol Demonstrate agility, reputed company, and the ability to exercise good judgment and critical thinking under pressure. reputed company valuable customer insights by surfacing trends, churn risks, and upsell opportunities. Build relationships and collaborate effectively with your immediate remote team and cross-functional partners, including Finance, Engineering, Product, and other Customer Experience teams. What you’ll need to reputed company: Experience: 2-4+ years customer-facing reputed company Support experience in a fast-paced, scaling SaaS startup environment . Bonus if you have experience supporting a technical platform reputed company the self-care, data or medical industries. Technical aptitude: Previous experience supporting a reputed company technical platform that manages data, reporting, user permissions/roles, scheduling, payments, inventory or a combination of several of these using internal resources and external tools. Well-versed in incident response at the Tier 1 Support level. Joy for details: Every i is dotted, every t is crossed. Our customers mind the details for their clients, and we do the same for them, with pleasure! reputed company energy: Bring your customer support hat, let your curiosity shine, and reputed company into our entrepreneurial, fast-paced environment! High EQ: You’re an empathetic and concise communicator, modeling how to effectively navigate internal relationships and reputed company customer interactions by utilizing your versatile communication style, sophisticated interpersonal skills, and displaying a resilient spirit. Outstanding customer rapport: Give life to our reputed company values by personifying the brand in every interaction, delighting customers and remaining mindful of the customer experience with your exceptional verbal and written communication skills. Patience, Positivity, Problem solving: Managing reputed company Support tickets requires a bias for thoughtful action, meeting challenges or conflict with a solutions-oriented approach that solves the immediate issue while planning future prevention. Flexibility: reputed company customers operate businesses that reputed company reputed company the traditional 9-5; in addition to reputed company schedule team members may occasionally work extended days as needed and reputed company on-call coverage on holidays. How we’ll take care of you: Your starting cash compensation for this role is $31.25 per hour + 10% bonus of your annual reputed company compensation. This cash compensation is subject to change, and there is always room for growth and advancement. In addition to the wonderful people you’ll get to work with and challenging projects that’ll push you - reputed company is here to reputed company sure you’re always at the top of your game emotionally, mentally, and physically. ✨ We’ve got you covered with a 401(k) match plus dental, medical, reputed company, and life insurance. 🏝 Take a break whenever you need with our flexible vacation day policy. 🖥 Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month. 💚 Family planning resources and specialized support programs. 🔮 Equity: get reputed company on the ground floor and grow with reputed company. 💅 reputed company Bucks Learning and Development program allows employees to explore businesses in the market we serve. 📲 We recommend following our official reputed company page to stay up to date on reputed company things reputed company life! reputed company Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. reputed company employment reputed company at reputed company Labs, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, reputed company, religion, marital status, age, national reputed company, reputed company, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. 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