Technical Customer Support Specialist, Skylight

• A highly empathetic, caring customer service professional with a proven ability to communicate clearly and compassionately with customers across omni-channel customer service
• A nimble team-player who is comfortable with ambiguity, willing to test and iterate, and operate with autonomy
• Collaboratively minded, understanding the interconnected nature of departments in a startup environment
• Passionate about technology and energized by fast-paced, constantly evolving products and environments
• Excellently organized, with an ability to prioritize time-sensitive tasks and work with efficiency
• Strong written and verbal communicator who can convey complex ideas with clarity
• 2+ years of high-volume, front-line customer service experience, with demonstrated ability to manage workload efficiently and proficiency
• Must have experience with Zendesk or a similar Customer Relationship Management (CRM) system
• Exhibits patience and attentiveness when listening to feedback and excels at teaching and guiding others
• Strong communication skills across email, phone, and chat, delivering clear, professional, and engaging interactions with customers and team members alike
• Previous experience working in an agile startup environment
• Demonstrated talent for rapidly mastering new technology and becoming a product expert

Desirable

• FT Tuesday-Saturday with Sundays/Mondays Off
• We are looking for an experienced customer service professional to join our Customer Service Concierge Team.
• This role will be instrumental in supporting our Skylight Calendar product as we navigate through a period of significant growth and reimagine what exceptional customer service looks like for our Skylight Calendar Customers.
• You play a critical part in shaping the processes of this important front line, customer facing role
• Provide bespoke, 1-1 customer service with our Skylight Calendar and Frame customers through all phases of their customer journey from purchase to activation to set up and continued use of their devices
• Engage with customers daily through high-volume phone, chat, and email interactions. On average, you’ll support 6–8 customers per hour, though volumes may increase to 10–12 per hour depending on the complexity and nature of the inquiries
• Support escalated customer issues involving complex hardware and software challenges with Skylight devices
• Flag any patterns you notice in tickets or customer feedback so the team can stay ahead of emerging issues
• Contribute to project-based work as needed to support team goals and enhance the customer experience
• Be a supportive peer and thought partner with our Customer Service Team Leads, providing coverage as needed for our core and troubleshooting customer service teams
• Once experienced, agents may also step in to monitor social media platforms—such as ad comments, DMs, and our Facebook Group—and support customer engagement