Customer Support Specialist, Part-Time - Weekend Availability Required

Responsibilities

• Provide bespoke, 1-1 customer service for Skylight Calendar and Frame customers through all phases of their customer journey from purchase to activation to set up and continued use
• Engage with customers daily through high-volume phone, chat, email, and social media platform interactions (6–8 customers per hour on average, up to 10–12 during peak times)
• Support escalated customer issues involving complex hardware and software challenges
• Flag patterns in tickets or customer feedback for emerging issues
• Provide coverage as needed for core and troubleshooting customer service teams
• Contribute to project-based work to support team goals and enhance customer experience
• Attend monthly in-person team-building days at the local co-working office

Requirements

• 2+ years of high-volume, front-line customer service experience with proficiency in email, phone, chat, and social media support
• Experience with Zendesk or similar CRM system
• Patience and attentiveness when listening to feedback; excels at teaching and guiding others
• Strong communication skills across email, phone, and chat
• Previous experience working in an agile startup environment
• Demonstrated talent for rapidly mastering new technology and becoming a product expert
• Consistent, reliable Wi-Fi connection required
• Comfortable working on a Mac and communicating in Slack

Nice to Have

• Experience supporting customers on Social Media platforms (Meta, Instagram, TikTok, Reddit)
• Previous experience working with a direct-to-consumer (DTC) or e-commerce brand
• Experience providing customer support for a technical or digitally connected product

Compensation & Benefits

• $20/hour
• 64 hours of accrued sick time annually
• Loaned laptop and loaned Skylight Calendar provided upon hire