Customer Support Specialist

What You'll Do

• Managing Customer Communications: Monitor and respond to all incoming customer support tickets through Intercom during your shift, maintaining our commitment to responsive, helpful service
• Problem Resolution: Assess each customer inquiry and determine the appropriate course of action—whether it's providing a solution directly, processing a refund, or escalating to engineering
• Processing Refunds: Handle refund requests efficiently through Stripe when appropriate, ensuring customers have a smooth experience even when things don't work out
• Engineering Escalation: Identify technical issues that require engineering attention and communicate them clearly to our development team through Slack, serving as the customer's advocate
• Inbox Management: Work toward inbox zero by the end of each shift, ensuring no customer is left waiting for a response
• Customer Insights: Share valuable feedback and patterns you observe from customer interactions that could inform product improvements

What We're Looking For

• Startup Enthusiasm: A genuine passion for the startup ecosystem and excitement about being part of a growing company where your work directly impacts the business
• Communication Skills: Clear, empathetic written communication abilities that help customers feel heard and supported
• Problem-Solving Mindset: The ability to quickly assess situations and determine the best path forward, whether that's resolving an issue independently or knowing when to escalate
• Technical Comfort: Confidence using customer support tools and the ability to learn new platforms quickly
• Reliability: Consistency in showing up for your scheduled shift and maintaining our high standards for customer care
• Customer Empathy: A natural inclination to put yourself in the customer's shoes and advocate for their needs
• Independence: The ability to work autonomously and make good judgment calls without constant oversight

Tools You'll Use

• Intercom: Our primary customer communication platform where you'll manage all support tickets
• Slack: For internal communication and escalating issues to our engineering team
• Stripe: For processing refunds when necessary

Compensation

$25/hour, 10:00 AM - 2:00 PM ET (Monday-Friday) and/or Saturday & Sunday