Customer Support Specialist, Zipline

• Availability to work Tuesday-Saturday from 9am-6pm PST
• Flexibility to accommodate holiday coverage/scheduling (on a rotational basis with extra compensation)
• Previous experience in a Customer Service role
• Previous experience working at a SaaS or technology company
• Experience with help desk software, such as Intercom, Zendesk, etc. is preferred
• Proficiency with applications such as Slack, Basecamp, Zoom, GitHub, etc. preferred
• Familiar with supporting applications on mobile and desktop experiences (namely Mac/Windows, iOS, Android, Different browsers)
• Outstanding listening and writing skills; Clear, thoughtful, and friendly writing style
• The ability to respond appropriately and quickly under pressure
• Sound judgment and excellent problem-solving skills
• A positive attitude and the ability/desire to build relationships with our users
• A keen ability to translate complex concepts into simple and intuitive communication
• Team player with excellent collaboration skills to build relationships across the company -- both ours as well as our customers
• Demonstrates work behaviours such as self-motivation, dependability, adaptability, flexibility and dedication

Desirable

• Zipline is looking for a Customer Support Specialist to help us continue to deliver the responsive, friendly, first-class customer service that our customers love and appreciate
• This individual will be responsible for supporting our customers in the PST timezone
• At Zipline, our Customer Support Specialists serve on the front lines by answering questions, resolving issues, responding to feedback, and troubleshooting technical problems through live chat (Intercom) and email
• For this role, we are looking for someone who will provide gold-standard support for our growing customer base to ensure all their questions are answered in a timely manner
• The Customer Support team works remotely in set shifts and for this role, we’re looking for full-time Tuesday - Saturday from 9am - 6pm PST with a one-hour break
• A large majority of the Zipline customer base is in the retail sector and as a result, holiday coverage and scheduling may be required (with additional compensation)
• Provide primary front-line support as a Tier 1 Customer Support Specialist
• Promptly respond to customer questions, issues, comments, and feedback via Intercom live chat or email
• Handle customer requests and questions with a thoughtful, friendly, and empathetic tone
• Immediately escalate technical issues and bugs to Tier 2 Customer Support Engineers
• Collaborate with colleagues across the organization to find solutions to customer issues
• Identify common issues and escalate them to management, along with possible suggestions for improvement, wherever possible
• Maintain a polite, helpful, and professional manner at all times
• Obtain and share customer feedback with colleagues and other departments so that products and services can be improved
• Familiarize yourself with new products and services as they are introduced
• Attend training and meetings as required
• Provide assistance with training for new Customer Support hires
• Help create and maintain internal and customer-facing documentation