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.

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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportcustomer serviceproblem resolutiondata managementCRMtechnical aptitudehigh-volume interaction management

Soft Skills

empathycommunicationpatiencelistening skillsprofessionalismadaptabilitypositive attitude