Customer Support Agent

Remote from: 🇺🇸 USA
Job function: Customer Success
Job type: Full Time,
Job posted: 13 Oct 2024
Apply before: 12 Nov 2024
Industry: Information Technology & Services

Discover your mind’s limitless potential.

Actively Hiring

The Customer Support Team at Elevate Labs operates like a fast-paced, agile startup, and we’re looking for an energized, high-performing customer support agent to join the team. This is a unique opportunity to use your customer service experience, decision-making, and creative problem-solving skills to shape the trajectory of our new and existing ventures. We’re looking for someone who treats customers as part of their community, never settles for good enough, and never stops learning and teaching. This role requires balancing agility with customer obsession, all while managing tight timelines and constantly evolving business needs.

This is a full-time, fully remote position anywhere in the United States, with a schedule aligned with West Coast working hours. It is not a requirement that you be based on the West Coast, but you will be asked to tailor your schedule to PST.

We cater to the needs of the business by being available when our customers need us most. With that in mind, to be considered for this role, you must be able to work one or both weekend days and holidays, and be comfortable with a periodically changing schedule.

How You’ll Make an Impact Here:

Be an unwavering customer advocate via inbound email and social-channel customer support, upholding our mission of world-class service.
Strive for one-touch resolution through root cause analysis and by prioritizing and multitasking a large volume of inbound contacts with attention to detail and ownership.
Identify patterns in customer reports and investigate, test, and reproduce technical issues with medium complexity while maintaining customer satisfaction and Elevate’s brand image.
Understand and meet expected personal metrics such as Volume, Handle Time, Time to Resolution, Customer Satisfaction Rating, and more.
Provide peer-to-peer support by leading with patience, empathy, and a deep understanding of our products and customer needs.
Question the status quo and proactively highlight areas where we can do better to help drive process and policy decisions.
Help keep internal and external knowledge bases and documentation up-to-date.

What We’re Looking For:

3+ years of customer support experience
2+ years of experience supporting educational apps and/or software or other technical support
Experience with Zendesk or similar customer management tools
Excellent verbal and written communication skills with a strong attention to detail
Intellectual curiosity – if you don’t know the answer, you’ll find out
The ability to balance pace and precision, multitasking and prioritizing urgent needs
A passion for customer service and the ability to execute at a high rate of speed and accuracy

Bonus

Experience working in a fully remote work environment with teammates operating across various time zones
Experience working for a startup or other fast-growth company

Benefits & Perks:

Our benefits package reflects what’s important to us: unlocking your career potential, supporting your overall well-being, and helping you form meaningful relationships. And since everyone is unique, you get to customize your experience with your stipends.
Competitive salary and equity across all geographies
Medical, dental, and vision insurance for you and your family
Distributed team flexibility with a home-office stipend and co-working reimbursement
Annual learning, wellness, and travel stipends
Generous PTO, sick leave, and paid parental leave

How We Hire

At Elevate Labs, we put a lot of time and care into who we hire. We seek to build high-impact teams with high talent density. To help us get a sense of who you are and how you work, you can expect an anonymized skills assessment, where you can showcase your expertise, and around three rounds of conversational-style interviews.

Our Commitment to Diversity, Equity, & Inclusion:

We believe that there is no single candidate profile that guarantees success in this role. Experience comes in different forms; many skills are transferable, and passion goes a long way. If your background is similar to the job description and you think you can excel in this role, please apply and tell us about yourself and the impact you could make at Elevate Labs

Apply now >