Job Details
**Support Specialist I**
at StyleSeat 100% Remote (U.S. Based Only - PST) **Support Specialist I**
100% Remote (U.S. Based Only - PST)
**About the role**
As a Support Specialist I, you will take ownership of incoming community questions, technical issues, and payment issues through various channels including, but not limited to, email, chat, and SMS text messaging. Youre technically astute with a keen ability to quickly understand the technical issue theyre experiencing or uncover potential new issues that need to be reported. As an expert in our product, youre easily and effectively able to provide our customers with resolutions or alternate solutions. This position requires you to be a strong team collaborator, have effective multitasking skills, and resolve issues with urgency and care.
**About our team**
We are a Community Operations team, passionate about our product, and making an impact for our customers. We work collaboratively across all departments, to create a community-first culture built on trust, transparency, advocacy, and growth. Our support team is an integral part of our business and everyday they are on the front lines helping thousands of StyleSeat Pros and Clients troubleshoot and replicate technical issues, while providing high quality product support so our Customers can get back to growing their business or booking with their beauty squad!
**What youll do**
* Being an expert in StyleSeats product and features for both web and mobile
* Prioritizing urgent and escalated issues
* Translating technical language and troubleshooting steps in a way that anyone could understand
* Maximizing customer satisfaction through timely and accurate resolution of inquiries/issues
* Collaborating with your team lead and QA to escalate critical issues
* Participating in testing of new and updated features, including bug fixes and logging them in JIRA
* Resolving Tier 1 and 2 incoming inquiries via email, chat and SMS in a manner determined by department Service Level Agreements
* Presenting updates, feedback, or customer stories at team and company meetings
* Gathering, logging and reporting customer feedback through the guidance of the Success Team and all team leads
* Assisting other teams with ticket volume, as needed
* Reporting potential fraud, quality issues, or payments-related questions to the Fraud & Compliance team
* Providing weekend support as needed with equal day off during the weekday
**Who you are**
Successful candidates can come from a variety of backgrounds, yet here are some of the critical experiences were looking for:
* 1+ years working in a Customer Support or Product Support role
* Able to demonstrate a solid understanding of our core product and service offering
* A passion for ensuring outstanding customer support with a solutions-oriented attitude
* Proactive and takes ownership in all tasks from start-to-finish
* A tenacious self-starter to the core, and thrives in a fast-paced and progressive environment
* Effective and empathic communicator both in written and verbal form
* Comfortable and confident making outbound calls and receiving inbound calls
* You have deep, genuine care and empathy for our Customers that is displayed through all interactions
* Maintain a positive attitude focused on customer satisfaction, and a team player mentality
**Nice-to-haves**
* Working knowledge of ZenDesk, JIRA, Looker, and Stripe
* Knowledge in Card Not Present (CNP) payments processing
* Past experience working at a fast-paced startup or tech environment
**Who we are**
Our mission is to help people look and feel their best. We are on the path to achieving this mission by being the go-to marketplace for consumers to discover, book, and pay for beauty and grooming services (hair stylists, colorists, nail artists, estheticians, barbers, etc). We are also the premier solution for all independent professionals in the industry to run and grow their business. We have powered over 120 million appointments booked and $10B in revenue for small businesses and are on the path to much more.
*StyleSeats is a 100% remote company*
Despite being fully remote, we value our StyleSeat family and stay engaged as a team through bi-monthly all hands, bi-monthly "wine-downs" and brunch & banter on Fridays, semi-annual hackathons, team events, cultural celebrations, special guest speakers for fireside chats, and so much more!
Location (City) * **U.S. Equal Opportunity Employment Information (Completion is voluntary)**
Individuals seeking employment at StyleSeat are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.
Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
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OMB Control Number 1250-0005
Expires 05/31/2023
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