Key skills
AndroidiOSSaaSSalesforceCRMCommunicationRemote Work
About this role
Role Overview
- Provide assistance and respond to inquiries from US-based business customers through phone (inbound and outbound), offering technical support and education for the app.
- Handle email inquiries and effectively multi-task to manage a large volume of calls.
- Resolve issues on the first contact, manage inquiries and data through internal systems, and maintain accurate records of all interactions and concerns via our CRM (Salesforce).
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Report critical issues to the technical support team and provide timely, valuable feedback to the company regarding service, bug, or provider concerns.
- Continuously improve your understanding of the app and enhance your customer service skills.
- Work respectfully with peers, other teams, and departments, maintaining a positive attitude at all times.
Requirements
- Customer service and/or technical support experience, preferably with technology/SaaS companies
- Fluency in English and Spanish.
- A proven ability to manage high-volume customer interactions (calls and emails) while maintaining quality and composure.
- Strong technical aptitude and ability to adapt quickly and handle challenging situations as they arise.
- A "People First" mindset, with clear empathy and a professional communication style.
- Strong knowledge of Windows, iOS, Android, web browsers, and GSuite.
- Ability to combine technical “know how” with exceptional soft skills including but not limited to strong empathy, patience, communication and listening skills.
- Comfortable working under time pressure.
Tech Stack
- Android
- iOS
Benefits
- Remote work with $50/month home phone/internet reimbursement.
- Comprehensive health, dental, and vision coverage with UHC.
- Company paid STD and LTD, and Basic Life Insurance at 1x salary.
- FSA/HSA's available
- Booksy contributes $1,000/$2,000 to the HSA for employee/employee plus.
- Accident/Hospital/Critical Illness voluntary plans available.
- 401k
- 50% match up to 8% of contributions paid annually/ 3-year vesting period.
- PTO
- Exempt employees
- unlimited with manager approval. Non-exempt employees
- 160 hours/year (does not roll over).
- 12 Holidays observed.
- Parental Leave
- 12 weeks of paid leave.
- EAP (Employee Assistance Program).
- Voluntary Pet Insurance through Fetch.
- Financial wellness tools through SoFi and Ladder.
- Discounts via Perkspot.
- Booksy benefit $50 per month to use on services in our app.