We are seeking a highly motivated and dedicated Customer Support Associate to join our team. As a Customer Support Associate, you will play a crucial role in ensuring our clients' success and satisfaction with our products and services. Jawnt's clients include leading transit agencies, enterprise organizations, universities, small businesses, and municipalities. The Customer Support Associate will have the opportunity to interface with Admins and Employees within all of these groups.
About Jawnt
Jawnt partners with organizations to provide their members access to transportation. We work with universities, healthcare systems, and enterprise organizations to offer a valuable benefit that saves employees time, reduces costs, and supports sustainable choices.
About the role
Role: Customer Support Associate
Location: Philadelphia, PA
Compensation: $55-70k plus equity
Benefits: Medical, dental, and vision insurance; required time off; transit; professional development; and more perks
Responsibilities
- Develop a deep understanding of Jawnt's products, services, and value proposition to effectively support clients in achieving their commuting goals.
- Provide support via email, chat, and phone to Jawnt's clients.
- Develop and deliver comprehensive training materials, webinars, and workshops to educate clients on Jawnt's products and services.
- Analyze customer data and metrics to identify trends, patterns, and opportunities for improvement, and present actionable insights to the internal team.
- Collaborate cross-functionally with sales, product, and operations teams to ensure seamless onboarding, implementation, and ongoing support for clients.
- Actively monitor client usage and adoption of Jawnt's solutions, providing guidance and recommendations to optimize their commuting benefits programs.
- Stay up-to-date with industry trends and best practices to provide strategic guidance and innovative solutions on commuter benefits to clients.
Qualifications
- 2-3 years of experience in a customer support, customer success, account management, or similar role, preferably in the employee benefits, human resources, or transportation industry.
- Passion for the commuter benefits space and a genuine interest in helping individuals and organizations improve their commuting experiences.
- Proactive, empathetic, customer-oriented mindset with a strong focus on delivering exceptional service and exceeding client expectations.
- Excellent communication skills, both verbal and written, with the ability to convey complex information in a clear and concise manner.
- Able to work independently and as part of a team.
- Proficiency in using customer relationship management (CRM) software (eg., Intercom) and Microsoft Office Suite.
- Bachelor's degree in business administration, marketing, or a related field is preferred but not required.
Bonus points
- Knowledge of commuter benefits and sustainable transportation options.
- Proficiency or fluency in Spanish.
- Experience in the employee benefits ecosystem.
The interview process
- Resume and cover letter review
- Interview with Leo Walsh (Community Engagement Manager and first CS teammember); interview format: behavioral (discuss past experiences and why this role)
- Interview with Jeff Stade (Co-founder); interview format: 3/6/12 month plan
- Interview with full Customer Success team: culture fit/final review
If you are passionate about sustainable transportation and have a proven track record in customer success, we encourage you to apply (even if you don't meet all of the requirements).
- After each stage, we will provide you with a decision on whether or not you will proceed through the process. We recognize that interviewing is a tremendous amount of work, and we plan to get you feedback quickly throughout the interview process.