Are you passionate about delivering exceptional customer experiences? Do you thrive on solving challenges and ensuring customer satisfaction? Join our dynamic team as a Customer Support Specialist and be the front line of our commitment to excellence. As a key player in our customer support team, you'll have the opportunity to engage with customers, address their inquiries, and provide solutions with enthusiasm and expertise. If you're ready to be a pivotal part of a company that values outstanding service, teamwork, and growth, we invite you to apply today.
Key Responsibilities: - Receive, prioritize, and manage customer support inquiries via multiple channels such as chat, phone and email.
- Ensure accurate documentation of customer interactions and resolutions.
- Understand the product and client well so that you can provide accurate, timely, and friendly responses to clients contacting us.
- Work closely with the ticket and technical support team to troubleshoot and resolve software-related issues.
- Escalate complex issues to the appropriate teams and follow up to ensure timely resolution.
- Communicate with customers to gather necessary information and provide updates on their inquiries and issues.
- Respond promptly to customer inquiries and issues with a high level of professionalism and customer service.
- Evaluate our current customer support system and work with your team to strategically improve the process to better serve our customers.
- Contribute to the development and maintenance of a comprehensive knowledge base for common customer queries and issues.
- Provide input on improving documentation and support processes.
- Gather customer feedback and insights to identify areas for improvement in our products and services.
- Collaborate with cross-functional teams to implement improvements based on customer input.
Effectiveness in this role will be measured by key performance indicators such as:
1) Customer satisfaction ratings, including CSAT and NPS
2) Average time to resolve customer issues
3) Average number of issues resolved
Role Requirements: - Experience working with customers (If you've been in a customer service role using chat/phone/email, even better.)
- A heart for customers - empathy for them and a go-getter attitude to help them get what they need when they contact us.
- Outstanding English oral and written communication
- Basic grammar skills and average typing 40 - 60 WPM
- Excellent attention to detail
- Loves creating/improving systems, organizing, and data.
- A positive demeanor - we work hard, but need to have fun
- Comfort with change - we are rapidly scaling as a company, and things are dynamic and exciting - are you okay with that?
- Really great at problem solving, coming up with solutions, and working across teams (you will be working with members of multiple teams in your role.
Compensation and Work Schedule:Full-time: Compensation: $42,000 per year.
Work schedule: Monday - Friday, 9AM - 6PM EST for the first 4-8 weeks for training for all schedules.
After training, the schedule is subject to stay the same or change to one of these shifts, with discussion with the team member:
9am-6pm EST Tuesday -Saturday
Monday -Friday 11am-8pm EST
The total working hours would be 45 hours per week: 40 working hours and 5 hours of unpaid lunch breaks.
Part-time: Compensation: $18/hr with a career pathway to a full-time position
Work schedule: Monday-Saturday available between 9am-8pm EST. Need to commit to at least 3 days per week and minimum 5 hours per day.
Working schedules are subject to adjustments as needed, with discussion with the candidate and the needs of the team.
For reference, our support hours are 9AM-7:30PM EST Monday-Friday and 9AM-5PM EST Saturday.
Company Overview:
MyStudio is a software-as-a-service suite of products that gives fitness, martial arts, and other membership-based business studio owners the freedom that comes from automating and simplifying how customers buy from them - making them more money at all hours of the day, saving them money, and granting them more time.
Work Environment In-office position based in Fairfax, VA, a suburb of Washington, DC. Any applicant who lives outside commuting distance to Fairfax will not be considered, sorry.
We are a technology company, so we use a lot of software :) You will be using programs such as Hubspot, Slack, Google Workspace, and video meetings.
We also give in-person high-fives, snacks, and provide really good coffee.
Look forward to happy hours and team gatherings.
Why Work For MyStudio? - The chance to get in on the "ground floor" of a tech company with startup energy
- The ability to make a difference from day one
- The power to make a positive difference in fitness, children's education, and other membership-based industries doing admirable work
- A competitive salary, bonus program, and benefits, commensurate with your experience
- Health insurance, paid time off, and sick leave for full-timers
Job Type: Full-time
Salary: From $42,000.00 per year
Benefits:
- Health Insurance (Medical, Dental, Vision)
- Flexible schedule
- Paid time off