Vacancy expired!
This is a unique opportunity to help scale support operations at a fast-growing startup making a difference for hundreds of thousands of workers across the US. As a Support Associate (Contractor), you will work on support issues that our users are experiencing, help improve and streamline our support processes, and collaborate across various internal and external teams, including our US-based support team, as well as our remote support team in the Philippines.
About The Role
Were looking to grow a small support team at our headquarters in Nashville to help ease the Q4 volume spike. Support Associates are the face of our company to hundreds of thousands of users, and were looking for people with excellent communication and problem-solving skills who operate with a customer-first mentality. In this role, youll be expected to provide exceptional support to our new and existing users, and quickly adapt in an ever-growing business. This is a great opportunity to work with a top-notch Operations team and learn our business from the ground up.
Please note that this position is a temporary role with a set hourly wage to start out, with the possibility to be hired on full-time.
What Youll Do
Deliver 5-star, virtual support to our users
Work virtually through our support platform, as well as speak with our users over the phone (if needed)
Help existing user troubleshoot any issues they experience (i.e. a delayed payment)
Stay on top of new user policies, procedures, and programs that affect our users directly
Identify key trends in support issues and communicate them to the Support team
Work with the support team to make our processes even better
Assist with the content building for our FAQ articles and other end-user comms.
What Youll Need
You have some combination of retail, sales, client-facing, and/or customer service experience
You have an excellent working knowledge of spelling, punctuation, and grammar rules
Youre comfortable learning and adapting to new technology
Youre an outstanding communicator, with the ability to interact and connect with many types of personalities
Youre a patient teacher and have a passion for empowering others
Youre able to quickly and efficiently problem solve and troubleshoot - if you dont know the answer, you know where to look and who to ask
Youre self-motivated and able to operate independently with minimal oversight
You are flexible towards working different shifts for optimal support coverage
Hours Required to Work (EST):
Subject to move up or down an hour depending on the volume we receive. Monday-Friday with the possibility of weekends on some weeks (estimate it to be 3 weekends or less through the end of the year).
6am-3pm
8am-5pm
11am-8pm
1pm- 10pm
Vacancy expired!