Customer Support Specialist I
100% Remote (U.S. Based Only - Select States, See Below)
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 and chat messaging. You’re technically astute with a keen ability to quickly understand the technical issue they’re experiencing or uncover potential new issues that need to be reported. As an expert in our product, you’re 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.
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 every day 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 you’ll do
Main Responsibilities
- Being an expert in StyleSeat’s 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 and chat 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 Product Engagement and/or Success Team and all team leads/supervisors
- Assisting other teams with ticket volume, as needed
- Reporting potential fraud, quality issues, or payments-related questions to the Fraud & Compliance team
- Available to work Pacific Time hours, provide weekend support as needed with equal day off during the weekday
Some year 1 objectives
- Complete a guided training within one month from the start date and apply learning to resolve customer issues
- Continue building on foundational knowledge and tackling increasingly more complex inquiries
- Develop proficiency with the product and upon consistently meeting ticket goals, take part in projects that help support Community Operations
Success Metrics
- Meet ticket resolution goals that are based on hours worked; for a 40-hour work week, specialists would resolve 120-150 or more tickets
- Provide an initial response to tickets within 5-6 business hours
- Receive feedback on tickets to ensure responses align with our brand and provide accurate information promptly
- Receive follow-up on CSAT surveys submitted by our community, with a minimum goal of 70% CSAT for own personal tickets
Desired traits
- Inquisitive with a willingness to learn the product and tools to help investigate issues
- Solution-oriented and focused on delighting the customer and providing an engaging, positive experience with support
- Adaptable to change in a dynamic environment and able to pivot quickly
- A resilient attitude that is contagious to those around them
Who you are
Successful candidates can come from a variety of backgrounds, yet here are some of the critical and nice-to-have experiences we’re looking for:
- 1+ years working in a Customer Support or Product Support role (remote environment preferred)
- 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 of 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 Freshdesk, JIRA, Looker, and Stripe
- Knowledge in Card Not Present (CNP) payments processing
- Experience working at a fast-paced startup or tech environment
Shift Availability
- This position will work Wednesday-Saturday (4 x 10-hour days) *schedule is subject to change.
Salary Range
Our job titles may span more than one career level. The career level we target for this role has a base pay between $19.62 and $23.61. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. Base pay ranges are subject to change and may be modified in the future.
Who we are
StyleSeat is the premier business platform for SMBs in the beauty and wellness industry to run and grow their business; and a destination for consumers to discover, book, and pay. StyleSeat has powered over 200 million appointments, totaling over $12 billion in revenue for small businesses. StyleSeat is a platform and marketplace designed to support and promote the beauty and personal care community.
Today, StyleSeat connects consumers with top-rated beauty professionals in their area for a variety of services, including hair styling, barbering, massage, waxing, and nail care, among others. Our platform ensures that Pros maximize their schedules and earnings by minimizing gaps and cancellations, effectively attracting and retaining clientele.
StyleSeat Culture & Values
At StyleSeat, our team is committed to fostering a positive and inclusive work environment. We respect and value the unique perspectives, experiences, and skills of our team members and work to create opportunities for all to grow and succeed.
- Diversity - We celebrate and welcome diversity in backgrounds, experiences, and perspectives. We believe in creating an inclusive work environment where everyone can thrive.
- Curiosity- We are committed to fostering a culture of learning and growth. We ask questions, challenge assumptions, and explore new ideas.
- Community - We are committed to making a positive impact on each, even when win-win-win scenarios are not always clear or possible in every decision. We strive to find solutions that benefit the community as a whole and drive our shared success.
- Transparency - We are committed to open, honest, and clear communication. We hold ourselves accountable for maintaining the trust of our customers and team.
- Entrepreneurship - We are self-driven big-picture thinkers - we move fast and pivot when necessary to achieve our goals.
Applicant Note:
StyleSeat is a fully remote, distributed workforce, however, we only have business entities established in the below list of states and, thus, are unable to consider candidates who live in states not on this list for the time being. **Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.
* Alabama
* Arizona
* California
* Colorado
* Florida
* Georgia
* Illinois
* Indiana
* Maryland
* Massachusetts
* Michigan
* Nebraska
* New Jersey
* New York
* Ohio
* Oregon
* Pennsylvania
*Virginia
* Washington