Call Center Solution Architect

locations

Remote– United States

Full time

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customersand their patientsare at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

Owens & Minor teammate benefits include:

• Medical, dental, and vision insurance, available on first working day
• 401(k), eligibility after 30 days of employment
• Employee stock purchase plan
• Tuition reimbursement
• Development opportunities to grow your career with a global company

Position Overview:

We are seeking a seasonedCall Center Solutions Architectto join our team. As a subject matter expert, you will play a pivotal role in designing and optimizing call center operations. Your expertise in networking, omnichannel systems, workforce management, and capacity planning will drive efficiency, enhance customer experience, and ensure seamless communication.

Responsibilities:

Solution Design and Implementation:

• Collaborate with stakeholders to understand business requirements and pain points.
• Architect end-to-end call center solutions, considering scalability, redundancy, and security.
• Evaluate existing infrastructure and propose enhancements or replacements as needed.
• Implement and oversee the deployment of call center technologies, including IVR systems, ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), and CRM (Customer Relationship Management) tools.

Network Infrastructure Optimization:

• Analyze network architecture to ensure optimal call routing, minimal latency, and high availability.
• Design failover mechanisms and disaster recovery plans.
• Work closely with network engineers to troubleshoot connectivity issues and optimize data flow.

Omnichannel Expertise:

• Develop strategies for seamless customer interactions across channels (voice, chat, email, social media).
• Integrate omnichannel platforms to provide consistent service experiences.
• Ensure smooth transitions between channels for customers and agents.

Workforce Management:

• Create staffing models based on call volume, service level agreements (SLAs), and agent efficiency.
• Implement workforce management tools for forecasting, scheduling, and adherence tracking.
• Optimize agent utilization while maintaining employee satisfaction.

Capacity Planning and Scalability:

• Forecast call center growth and plan for scalability.
• Monitor system performance metrics (e.g., call abandonment rate, average handle time).
• Recommend hardware and software upgrades to accommodate increased omnichannel volume.

Partner Management Optimization:

• Collaborate with partner management team to evaluate current outsourcing strategies and new technologies.
• Stay informed about industry trends and emerging call center solutions.

Documentation and Training:

• Assist in creating detailed technical documentation for call center processes, configurations, and troubleshooting guides.
• Assist training staff on system usage, best practices, and troubleshooting procedures as needed.

Qualifications:

• Education: Bachelors degree in Computer Science, Telecommunications, or related field (Masters preferred).
• Experience:
  • Minimum of8 yearsin call center operations, with at least5 yearsfocused on solution design.
  • Proven track record of successful call center implementations.
  • Certification in relevant technologies is a plus.
• Skills:
  • Proficiency in call center software (e.g., ACDs, IEX)
  • Strong understanding of networking protocols
  • Excellent analytical, problem-solving, and communication skills.
  • Ability to lead cross-functional teams and manage complex projects.

Benefits:

• Competitive salary and benefits package.
• Opportunity to shape call center strategies and drive organizational success.

If you are a strategic thinker with a passion for optimizing call center operations, we encourage you to apply! Join our dynamic team and make a lasting impact on customer service excellence.

Consensys is looking to hire an Enablement Manager to join their team. This is a full-time position that can be done remotely anywhere in EMEA.

Location:  US Locations; 100% Remote

At CoLab, we help mechanical engineering teams bring life-changing products to market years sooner. Our product, CoLab, is the world’s first Design Engagement System (DES) – a category defining product that Engineering teams use to engage in meaningful, productive design conversations, catch preventable mistakes, and get to market faster. Our customers include the largest engineering organizations in the world such as Ford, Johnson Controls, Komatsu, and Polaris in the industrial equipment, consumer products, automotive, aerospace & defense, and shipbuilding industries.

As a Customer Support Specialist, you are the face of CoLab to our customers. You will champion a consistent standard of excellence in helping our customers – no issue is too small or too complex, you will communicate and organize with all facets of the organization to determine the best possible results for our customers.

What you’ll do: 

• Provide help and answers to customers’ technical issues by identifying the problem, researching answers and providing guidance
• Champion all aspects of the user’s experience, with a focus on clarity and speed
• Work to clarify and triage customer requests as quickly as possible
• Maintain a positive customer sentiment throughout the support process and escalate appropriately
• Consistently follow up with internal team on open issues
• Consistently and confidently triage and escalate requests to other internal teams in a timely manner
• Independently own the support process and decision matrix, completing retros and updating as necessary
• Assist in the gathering and reporting of quality and support related standard operating objectives and measures
• Ability to work non-standard hours to ensure we have coverage across the majority of our customers time zones

What you’ll need: 

• Experience working with CAD desktop software and troubleshooting issues loading / converting CAD files
• Experience dealing with external customers in a technical support context for a SaaS web application
• Exceptional interpersonal skills with a broad range of external and internal teams
• Exceptional written communication skills and the ability to effectively communicate technical concepts to non-technical users
• Ability to communicate effectively and with empathy via phone, web conference, and in writing
• Experience with web debugging tools such as Chrome Dev Tools, JavaScript Console and performance monitoring platforms like Datadog, New Relic or AppDynamics
• Experience with a ticket management system like Zendesk, Shortcut or Jira
• (Nice to Have) Experience managing and maintaining a customer-facing knowledge base
• This role will deal with highly sensitive information, requiring the successful completion of enhanced background checks and security clearance. For this reason, you’ll need to have US citizenship and be physically located in the US.

The extra details: 

• Compensation: This is a full-time, permanent position with a competitive compensation package that includes a stock options package.
• Benefits: This role offers health and dental insurance (covered at 100% for the employee) and unlimited PTO.
• Remote/Hybrid Work: Our main office location is in St. John’s, NL where we offer hybrid and remote opportunities. This role has the flexibility to work from anywhere within the west coast of the US.
• Success measured by: Response time to customer requests,  average handling time, first Contact Resolution. 

Location: US Locations Only

Framework is hiring a remote Customer Success Manager. This is a full-time position that can be done remotely anywhere in the United States.

Framework - We know consumer electronics can be better for you and for the planet.

Customer Support Specialist

Location:Remote, US

*Please note: This is atemporarycontractposition*

• Contractbegins June 3rd, 2024 through the end of September 2024
• Contractors must be available 40 hours a week
• The hourly rate for this position is $17/hour

About Us:

Trusted and loved by 25 million educators, students, and families worldwide, Seesaw is the only elementary learning experience platform, offering a suite of award-winning tools, resources, and curriculum for teachers to deliver joyful, inclusive instruction. Through interactive lessons, digital portfolios, and two-way communication features, Seesaw keeps everyone in the learning loop by providing continuous visibility into the student’s learning experience to support and celebrate their learning.

Our Mission:

Seesaws mission is to provide every elementary student with joyful and connected learning experiences that lay the foundation for success in life.

Your Role:

We want every teacher and school to be successful with Seesaw and are looking for thoughtful, compassionate problem-solvers to join our Support Team. At Seesaw, we believe that incredible customer support is the best marketing tool we have and that every customer who interacts with us should feel excited to use Seesaw in their classroom and empowered with the information or tools they need to do just that.

Your Responsibilities:

• Quickly and effectively solve customer issues (through email) from teachers, parents, and administrators to ensure they successfully use Seesaw
• Use spreadsheets to process data and resolve errors
• Identify and escalate software challenges or bugs to the team
• Learn the ins and outs of our product to become a Seesaw expert

Requirements:

• Deep empathy and patience for teachers, schools, and parents
• Advanced computer skills and experience with web-based applications such as Zendesk, Google Suite, including Google Sheets or Excel
• 2+ years of customer support experience, preferably ineducationoreducationtechnology
• Excellent writing and communication skills
• Ability to investigate and resolve technical issues quickly
• Highly organized and detail-oriented
• Flexibility to pivot with the demands of the business or shift priorities quickly
• A desire to become an expert on our product (previous experience with Seesaw a plus)

Compensation:

Our compensation ranges are based on paying competitively for our size and industry. Inidual pay decisions are based on several factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other Seesawers. It is our expectation that the majority of candidates who are offered roles at Seesaw will land well within our compensation ranges based on these factors.

Thehourly ratefor this position is:$17.00

This is a Non-Exempt position.

Circle is hiring a remote Customer Success Manager, Bi-Lingual (English/Portuguese). This is a full-time position that can be done remotely anywhere in AMER.

Circle - The modern community platform for creators.

Customer Service Representative (Part Time)

locations

Remote

time type

Part time

job requisition id

REQ-3322

Job Overview:

Time4Learning is seeking a part time Customer Service Representative to be responsible for providing support to Time4Learning.com product users via phone, email, Instant Message chat, and social media networks. All Customer Service Representatives are trained to answer any type of question including but not limited to billing, technical support, homeschooling, product-related questions, etc.

The ideal candidate will support our Time4Learning customers Monday – Friday in four hour shifts between the hours of 2:30pm – 6:30pm eastern time.

Location: Remote, USA but must be able to work east coast hours.

Job Responsibilities:

• Communicate with customers through various channels including phone, email, chat, and social media
• Respond promptly to all customer inquiries (billing, technical support, homeschooling, and product-related questions)
• Identify patterns and suggest remedies that will achieve customer satisfaction
• Keep records of customer interactions, comments, and complaints
• Satisfy customer concerns: provide appropriate solutions or alternatives within the limits; follow up to ensure resolution
• Use techniques that will leave an impeccable first impression
• Maintain a positive, empathetic, and professional attitude toward customers and team members at all times
• Must be available to work occasional Saturdays

Job Requirements:

• Minimum of 2 years of customer service & retention experience (call center and remote experience a plus)
• Proficient knowledge of Microsoft Office, Google Drive, Outlook, email systems, and the internet
• Excellent verbal & written skills
• Ability to multi-task in a fast-paced environment
• Minimum of 1 year of Homeschool experience a plus
• Required internet speed of at least 7Mbps. A speed test will be conducted.

To learn more about our organization and the exciting work we do, visit www.time4learning.com.

An Equal Opportunity Employer

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.

GitLab is hiring a remote Customer Success Manager, DACH. This is a full-time position that can be done remotely anywhere in Germany.

GitLab - A single application for the entire DevOps lifecycle.

Squarespace is hiring a remote Conversation Designer. This is a full-time position that can be done remotely anywhere in the United States.

Squarespace - The all-in-one solution for anyone looking to create a beautiful website.

Title: Customer Support Agent, L1

Location: Simple Remote

JobDescription:

Palta is a multi-product tech platform developing several mobile apps focused on health and well-being with a combined audience of more than 60 million monthly active users. Our portfolio includes such successful companies as Flo (global leader in female health), Simple (a nutrition and wellness app with over 15m downloads), Zing (personal fitness trainer), and more.

Simple is a mobile application designed for improving quality of life by changing ones eating habits. It assists users in tracking everything essential to develop healthy eating habits and healthy lifestyles. It shows users’ patterns/insights and motivates them to apply this knowledge to turn their lives around.

Simple is one of the top apps in the Health and Fitness category on the App Store. The app’s audience continues to grow rapidly both in U.S. and European markets, already exceeding 12 million downloads.

We are proud of our people. We believe that the Simple team is the key to our success and the company’s most valuable asset. So, if you are interested in health and wellness, enjoy solving challenging problems, and have always aspired to become part of a global project — we want to hear from you!

We are currently looking for a professional and carrying Customer Support Agent, L1 to join our Support team.

What we are looking for:

• Excellent customer service skills: ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious;
• Fluency in written English is a must;
• Resistant to stress and routine: you will have to correspond a lot with users;
• Self-organization skills;
• Ability to work in a fast-paced ever-changing environment;
• Technologically inclined;
• Attentiveness, responsibility;
• 1-3 years experience in Technical Support, Customer Support, Customer service, or another similar role;
• Experience in mobile products is desirable;
• Experience in Zendesk, Stripe, PayPal and Chargedesk;
• Readiness to work shifts 2/2 (day or night);

Main duties:

• Monitoring of incoming messages (Escalations/Product Requests – 1st Line Support Team);
• Processing billing requests (email channel);
• Work with users feedback;
• Collaboration with the Community, QA, marketing and Development teams;
• Turning potential negative customer situations into positive experiences.

Perks and benefits:

• A mobile product with strong growth. Simple is one of the top performers in American and Australian app stores, and we’re now expanding across Europe
• Full-time remote employment. Contract work for any non-sanctioned country.
• Open and democratic team communication
• International project. Languages: Russian, English

Please note that your personal data will be stored for one year, as reasonably necessary to resolve any disputes within the hiring process, if any occur.

sFOX is looking to hire a Client Services Specialist to join their team. This is a full-time position that can be done remotely anywhere in the United States.

Seasonal Customer Success Representative

Remote

Sales

Great Minds, a rapidly growing challenger brand in the PK-12 instructional materials space, seeks a Seasonal Customer Success Representative.

COMPANY PROFILE

Great Minds, a mission driven Public Benefit Corporation, brings teachers and scholars together to craft exemplary instructional materials that inspire joy in teaching and learning. Our English curriculum,Wit & Wisdom,Eureka Math andPhD Science, all support teachers as they take students beyond rote learning to provide a deeper, more complete understanding of the humanities, mathematics, and the sciences. Founded in 2007, Great Minds now employs more than 1,000 people.

For additional information please visit:www.greatminds.org

OUR MARKET POSITION

Great Minds Eureka Math is the most widely used curriculum in the history of American education. It enjoys an unrivaled 40+ net promoter score. Eureka and its sister products, Wit & Wisdom English and PhD Science, embrace much higher expectations for all students and all teachers. In a market dominated by scripted, procedural materials that drive expectations down, Great Minds produces curricula that celebrate knowledge, respect the craft of teaching, and acknowledge the true capabilities of students.

Job Purpose

The Seasonal Customer Success Representative must have a positive attitude and a passion for delivering effective service to all customers. This entry-level position reports to the Customer Success Supervisor and is a member of the Great Minds Sales Team. This position is remote and will be responsible for handling inbound calls along with a host of customer inquiries in high volumes, pre- and post-sales support, and providing overall customer satisfaction. The ideal candidate should be tech-savvy, able to quickly grasp new concepts, and be able to work efficiently in a remote team setting. Candidates should also be able to cover up to 8 hours of the call center hours of operation between 7 AM and 8 PM EST.

Responsibilities

• Works collaboratively with several Great Minds teams as well as other members of the Customer Success Team
• Assists customers via incoming calls, voicemails, emails, and web inquiries regarding print product offerings, professional development options, order placement, and shipping/receiving of materials in high volumes
• Routes inquiries to the appropriate Great Minds team(s) for assistance
• Handles various related projects as needed
• Practices consistent and concise communication with both customers and internal contacts
• Keeps clear and meticulous records of customer interactions through the organizations Customer Relations Management (CRM) tool
• Assists in CRM data validation and management
• Tracks orders through various stages of fulfillment

Requirements

• Minimum 1-3 years’ experience in a customer service-related field
• Self-motivated with excellent creative and proactive problem-solving skills
• Incomparable people skills with the ability to handle difficult situations with poise
• Willingness to learn about company products and policies to better assist customers
• Ability to efficiently multi-task in a fast-paced environment
• Excellent verbal and written communication skills
• Highly proficient with Microsoft Office
• Experience utilizing Salesforce or other CRM software (preferred)
• Ability to work remotely in a professional and secure environment
• Must have consistent high-speed internet access
• Headset provided, but must utilize personal laptop/computer (tablets not sufficient)

Required Education

• High school degree

Status

• Seasonal (May through September)
• The hourly rate for this position is $19/hr

Location

• Remote

New employees will be required to successfully complete a background check and provide proof of COVID-19 vaccination, subject to potential accommodation as required by law.

Any communication to applicants relating to the Great Minds hiring process will only come from email addresses with the domainsgreatminds.orgorgreatminds.recruitee.com. If in the course of the application or hiring process with Great Minds you are contacted through another domain, are requested to provide banking or other sensitive information, or you note any other suspicious activity, please [email protected].

Great Minds is an equal opportunity employer. We will extend equal opportunity to all iniduals without regard to race, religion, color, sex (including pregnancy, sexual orientation, and gender identity), national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws. Our policy reflects and affirms the organizations commitment to the principles of fair employment and the elimination of all discriminatory practices.

#LI-Remote

Title: Customer Support Representative

Location: United States

Category: Customer Service

Job Description:

About Taskrabbit:

Taskrabbit is a marketplace platform that conveniently connects people with Taskers to handle everyday home to-dos, such as furniture assembly, handyman work, moving help, and much more.

At Taskrabbit, we want to transform lives one task at a time. As a company we celebrate innovation, inclusion and hard work. Our culture is collaborative, pragmatic, and fast-paced. Were looking for talented, entrepreneurially minded and data-driven people who also have a passion for helping people do what they love.

Together with IKEA, were creating more opportunities for people to earn a consistent, meaningful income on their own terms by building lasting relationships with clients in communities around the world.

• Taskrabbit is a remote-first company with employees distributed across the US and EU
• 5-time Best Places to Work in 2022 by BuiltIn. Including Best Companies in SF, Best Mid-Sized Companies, and Best Benefits
• DataBird journals Best Places Best Companies for Diversity, #1 2019 and 2020
• DataBird journals Best Places Best Companies for Women, #4 2019 and #1 2020

About The Role:

As a Customer Service Representative at Taskrabbit, you will embody our core competencies, creating a seamless and exceptional experience for every inidual, be it a client, Tasker, or Partner. Your approach is customer-obsessed, recognizing the intrinsic value of each person and understanding that our business success is rooted in how we prioritize and treat everyone. You champion customer satisfaction with a perfect blend of urgency and genuine care, always emphasizing a customer-centric approach.

Our Values:

Obsess over Clients and Taskers, Win Together with Heart, Own the Challenge, Be Bold & Think Big. Move Fast.

What You’ll Work On:

Customer Obsessed:

• • Prioritize and champion customer satisfaction, ensuring a personalized and caring approach in every interaction.
  • Recognize the unique needs and concerns of customers, contributing to a positive and inclusive environment.
  • Strive for the right balance of urgency and genuine care, demonstrating a commitment to putting the customer at the center of every decision.

Insight/Metrics Driven:

• • Understand customer needs and preferences through direct interactions and feedback.
  • Use feedback to make informed decisions aimed at improving customer satisfaction.
  • Spot trends in customer inquiries and behavior to better anticipate their needs.
  • Regularly assess and adapt your approach to ensure a positive customer experience.

Trusted Resource:

• • Demonstrate a high degree of ownership and disciplined curiosity in addressing customer concerns.
  • Approach problem-solving with a solutions-focused mindset, proactively identifying and implementing effective resolutions.
  • Serve as a trusted resource, ensuring optimal customer satisfaction and problem resolution through proactive measures and efficient solutions.

What You Will Need:

• Minimum of 1 year of experience in a customer service role.
• Exceptional problem-solving skills, with the ability to navigate and resolve complex issues.
• Strong sense of ownership and disciplined curiosity, driving proactive identification and implementation of effective resolutions.
• Empathetic communication skills, with the ability to connect with customers on a personal level.
• Demonstrated proficiency in communicating effectively and rapidly through both written and verbal channels.
• Detail-oriented mindset with a commitment to delivering top-notch service.
• Fluency in English is required; proficiency in French or Spanish is a welcome bonus.

Shifts offered for this position are Central Time (CT). Preference will be asked at time of interview, but cannot be guaranteed. Depending on business requirements your shift time or day off may change:

• Monday-Friday – 10:45am – 7:45pm
• Tuesday-Saturday – 7:30am – 4:30pm, 8:30am – 5:30pm, 9:45am – 6:45pm, or 10:45am – 7:45pm
• Sunday-Thursday – 7:30am – 4:30pm, 8:30am – 5:30pm, 9:45am – 6:45pm, or 10:45am – 7:45pm

Compensation & Benefits:

At Taskrabbit, our approach to compensation is designed to be competitive, transparent and equitable. Total compensation consists of base pay + bonus + benefits + perks.

The hourly rate for this position is $17.50/hr. (Guaranteed 40 hours per week) This range is representative of base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits. Final offer amounts may vary from the amounts listed above, and will be determined by factors including, but not limited to, relevant experience, qualifications, geography, and level.

Youll love working here because:

• Taskrabbit is a Remote-First Company. We value flexibility and choice but also stay committed to regular in-person connection.
• The People. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams — people you can be proud to work with!
• The Values.
  • Care Deeply. We take time to be present and partner with our team and communities.
  • Level Up. We navigate through ambiguity and go the extra mile.
  • Be A Better Neighbor. We build a erse and sustainable community and encourage all voices.
  • Lead The Future Together. We value entrepreneurship and are inspired by action.
• The Diverse Culture. We believe that we make better decisions when our workforce reflects the ersity of the communities in which we operate. Women make up half of our leadership team and our ersity representation is above that of the tech industry average.
• The Perks. Taskrabbit offers US employees employer-paid health insurance and a 401k match with immediate vesting. Taskrabbit offers EU employees medical insurance. We offer all of our global employees, generous and flexible time off with 2 company-wide closure weeks, Taskrabbit product stipends, wellness + productivity + education stipends, IKEA discounts, reproductive health support, and more. Benefits vary by country of employment.

Taskrabbit is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Taskrabbit will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

Arbitrum Foundation is looking to hire a Community Moderator - APAC to join their team. This is a full-time position that can be done remotely anywhere in India.

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Customer Care QA Trainer

Remote

Atlanta, Georgia, United States

Customer Experience

Full time

Description

Tangelo aims to improve healthy food access and promote healthier lifestyles by making nutritious, affordable, and delicious food options accessible through a benefits platform for low-income families and those with chronic conditions. Our platform provides subsidized medically tailored meals and healthy grocery delivery at reduced costs, or even free, through partnerships with insurance companies, governments, universities, non-profits, and employers.

The QA Trainer is responsible for ensuring the quality and consistency of customer interactions by designing and delivering training programs for customer service representatives. This role involves assessing the performance of customer service agents, identifying training needs, and developing training materials to address gaps. The QA Trainer also plays a key role in coaching and mentoring customer service representatives to improve their skills and knowledge, ultimately enhancing the overall customer experience.

Role Scope:

Training Program Development:Design and develop training materials, modules, and resources for new hire training, ongoing skill development, and refresher training programs.

Quality Assurance (QA) Assessment:Evaluate customer service interactions through call monitoring, email reviews, and other quality assessment methods to identify areas for improvement.

Training Needs Analysis:Conduct regular assessments of customer service representatives’ performance to identify training needs and areas for improvement.

Training Delivery:Facilitate training sessions, workshops, and coaching sessions for customer service representatives, both in-person and virtually.

Performance Coaching:Provide inidualized coaching and feedback to customer service representatives to help them improve their performance and meet quality standards.

Product and Process Training:Ensure that customer service representatives are knowledgeable about products, services, and company processes through comprehensive training programs.

Documentation and Reporting:Maintain accurate records of training activities, assessment results, and training completion rates. Prepare regular reports on training effectiveness and areas for improvement.

Continuous Improvement:Stay informed about industry trends, best practices, and emerging technologies in customer service training and quality assurance. Continuously update training materials and methods to ensure relevance and effectiveness.

Collaboration:Work closely with other departments such as operations, customer support, and product development to identify training needs and address customer service issues.

Compliance:Ensure that training programs and practices comply with company policies, procedures, and regulatory requirements.

Requirements

• Bachelor’s degree in business administration, education, communication, or a related field.
• Proven experience in quality assurance and training, preferably in a customer service or call center environment.
• Strong knowledge of customer service principles, practices, and standards.
• Excellent communication and interpersonal skills, with the ability to effectively convey information and provide feedback to iniduals and groups.
• Experience in designing and delivering training programs, including curriculum development, instructional design, and facilitation.
• Ability to analyze data and performance metrics to identify training needs and measure training effectiveness.
• Proficiency in Microsoft Office applications and training software/tools.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities effectively.
• Flexibility to adapt to changing business needs and priorities.
• Certification in quality assurance or training (e.g., ASTD, Six Sigma) is a plus.

Benefits

• Competitive salary

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance
• Unlimited Paid Time Off Policy (Vacation, Sick & Public Holidays)
• Remote First! Work From Home
• Company Provided Hardware
• Wellness Resources

Decentraland is looking to hire a Players/Creators Support Specialist to join their team. This is a full-time position that is 100% remote with no geographical restrictions. Work remotely from anywhere.

MetaMask is looking to hire an Ecosystem Engagement Manager (EEM) to join their team. This is a full-time position that can be done remotely anywhere in EMEA, or the United States.

Customer Experience Associate (Full-Time and Part-Time)

Remote, USA

Since 2018, Wisetack has been building transparent and intuitive consumer lending products that help service-based businesses thrive (think HVAC companies, veterinarians, or auto repair shops).

Our leadership team comes from top fintech companies such as Lending Club, Affirm, and Varo Money. And were backed by leading VCs, including Insight Partners, Greylock, and Bain Capital Ventures (investors in Airbnb, LinkedIn, Instagram, Dropbox, and more).

Having raised $84M, were a well-funded startup and have invested in people and technology while growing our partnerships responsibly.

Were also proud to have received recognition from the fintech world. Awards weve won include:

• 2023 Best Consumer Lending Programby Tearsheet
• 2023 Best Point of Sale Productby Fintech Breakthrough
• 2022 Best Consumer Lending Solutionby Finovate
• 2022 Best Emerging Lending Platformby Lendit (now Fintech Nexus)

But what youll find us gleaming about the most is the recognition from our own customers, particularly our sky-high NPS rating of 79. (For reference, the average score is 44 forfinancial servicesand 36 forSaaS companies.)

As a result of our efforts in building this healthy company culture, weve been nominated to severalGreat Places to Worklists, such as Best Small Workplaces, Best Workplaces in the Bay Area, and Best Workplaces in Financial Services & Insurance.

Like any startup, were in it for the long haul, and were looking for people willing to join our journey of building something special together.

This process starts with our company values, which guide us in everything we do and have played a critical role in our success. We valiantly abide by them, and would expect you to do the same:

• Put customers first (theyre our raison dtre).
• Act fast (leverage our startup environment).
• Lead the way (show and tell).
• Take ownership (everyone is hands-on here).
• Be a good human (no egos, build financial products that do right by people).

The Opportunities

At Wisetack, were committed to providing our customers with a high-quality Customer Experience. Our NPS scores often cite our Customer Experience Team as one of the reasons they rate us so highly. Our customers are currently small and medium service-based businesses who rely on our point-of-sale financing product to help their businesses grow.

Wisetack is hiring for both full-time and part-time Customer Experience Associate positions.Your goal is to make our customers successful, and you will work cross-functionally with product, growth, and engineering to solve problems and channel feedback in order to continuously improve the product experience.

Responsibilities

• Successfully resolve complex customer issues through the use of multiple support channels (email, sms, chat), but mainly over the phone
• Responsible for owning and staying up to date with ongoing issues
• Collaborate cross-functionally to identify product insights, bug reporting, and ticket trends to share with product and engineering teams to improve the customer experience
• Work on various projects and initiatives to improve both the agent and customer experience
• Handle customer escalations as needed

Requirements

• 2+ years of experience working in a customer-facing role
• Strong troubleshooting skills
• Strong passion for helping solve user issues, with unwavering patience and empathy
• A team player who contributes ideas to improve processes
• Self-motivated & self-starting; independent, proactive, highly responsive, flexible, and adaptable
• Ability to work extremely well under pressure in a fast-paced environment
• Excellent verbal and written communication skills
• Ability to explain decisions and present information clearly, as it pertains to company policies
• Strong attention to detail, and highly organized
• Analytical approach to navigating, investigating, and understanding how products work
• Aptitude for learning new products, processes, and systems
• Stable and reliable internet connection

Bonus points

• Fintech experience
• Proficient in Zendesk, and other CRM tools such as Insightly

Full-Time Position – Additional Info:

• For the full-time position, we offer two shifts:
  • AM Shift: 6am to 3pm PSTOR
  • PM Shift: 8am to 5pm PST
• The hourly rate for this position is $25 per hour plus equity, andbenefits

Part-Time Position – Additional Info:

• For the part-time position, we have 5-hour shifts up to 30 hours per week
  • (6am-11am PST or 7am-12pm PST)
• This position accrues sick time per California law, but will not accrue PTO.
• There are no health benefits available for this role.
• The hourly rate for the position is $25 an hour.

Interview Process

• Application Review
• Recruiter Screen
• Take Home Assessment
• Hiring Manager Call
• Interview I
• Final Interview
• References
• Offer

We are seeking a dynamic and dedicated inidual to join our team as a Bilingual Community Moderator. In this role, you will play a pivotal part in managing and nurturing our erse language-speaking communities, ensuring a positive and supportive atmosphere across various communication channels.

Responsibilities:

1. Community Engagement: Actively engage with community members speaking various languages (including English, Japanese, and Chinese) on Discord and Telegram, facilitating discussions, providing support, and fostering unity.
2. Support Ticket Management: Handle incoming support tickets from users of different languages, promptly resolving issues and escalating when necessary to ensure customer satisfaction.
3. Outreach to Crypto Communities: Expand our presence in various crypto communities through outreach efforts, collaborations, and effective communication strategies.
4. Content Translation: Translate content between English, Japanese, and Chinese to keep all language communities informed about Jojo Exchange’s updates, announcements, and initiatives.
5. Event Coordination: Assist in organizing and promoting events targeting bilingual audiences, ensuring seamless communication and engagement.
6. Feedback Collection: Gather feedback from users of different languages to identify areas for improvement and refine engagement strategies accordingly.
7. Professional Conduct: Maintain professionalism, integrity, and impartiality while representing Jojo Exchange to erse language communities.

Qualifications:

1. Fluency in English and proficiency in Japanese or Chinese, with excellent written and verbal communication skills in all languages.
2. Experience in community management, customer support, or a related field within the cryptocurrency or fintech industry preferred.
3. Strong interpersonal skills and the ability to effectively engage with erse audiences.
4. Proven track record of managing multiple tasks and prioritizing responsibilities in a fast-paced environment.
5. Passion for cryptocurrencies and a deep understanding of various crypto communities and cultures.
6. Ability to work independently as well as collaboratively within a team.

Desirable:

1. Previous community moderation experience.
2. Experience in using Notion.

H1 is hiring a remote Customer Success Manager. This is a full-time position that can be done remotely anywhere in the United States.

H1 - Creating a healthier future.

Customer Support Representative

at Universal Audio

Remote (Domestic USA)

Department: Marketing / Customer Support

Location: Scotts Valley, CA OR Remote

Universal Audio is looking for a talented Technical Support Representative to join our growing team. This person will provide pre and post-sale technical support for UAs product line of connected digital interfaces, guitar products, analog equipment and on-line store. The ideal candidate for this position will have extensive knowledge of guitar products, support and lore. This is done via online request, telephone support and via self-service tools.

Responsibilities:

• Assist all Universal Audio customers and incoming inquiries as required
• Provide UA product installation support and troubleshooting for Windows and MAC based computers
• Provide configuration and troubleshooting of Windows and MAC based computer systems and DAWs to customers
• Generate knowledge base entries, both written and in video tutorial formats
• Communicate directly with customers either by telephone, chat, on line requests, or service requests
• Respond to customer inquiries, complaints, and service requests within specified department metrics
• Handle and resolve or appropriately escalate customer complaints to achieve high customer satisfaction interaction scores
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Process replacement parts orders
• Provide customers with presales product and service information
• Provide support to customers to help resolve potential account issues, including research of on line purchases
• Communicate and coordinate with internal departments as required
• Provide Return Material Authorizations (RMA) in accordance with warranty standards, internal policies or for approved sales returns
• Coordinate the handling of RMA, and service requirements through the distribution channel

Qualifications:

• Communication skills English, verbal and written. In addition, region specific language as required by position.
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Ability to translate support transactions and provide data collection to categorize interactions
• Adaptable, initiative, tolerant, empathetic, and with a positive approach to customers needs
• Experience with use of UAD-2/Apollo hardware products.
• Experience with UA Software: UA Console and LUNA recording software.
• Ability to lift 20 pounds
• Must be able to sit for extended periods
• Available to work overtime and weekends when required.
• Have access to high speed internet connection to accommodate working remotely
• Have an appropriate workspace in your residence, when applicable
• Have reliable transportation, when applicable

Education / Experience:

• High school diploma, general education degree or equivalent work experience. Formal recording technology education desirable
• Advanced Knowledge of customer service principles and practices
• Advanced Knowledge of configuring and troubleshooting Windows and MAC based computers
• Knowledge of relevant computer applications DAW for use with Universal Audio products (i.e. Cubase, Pro Tools, Nuendo, Ableton Live, Logic Pro, etc.)
• Knowledge of recording studio hardware/software signal routing principles, and modern recording techniques
• Knowledge of music production, sound design, basic principles of sound
• Knowledge of guitar rig configuration, signal routing, pedal board set up, and effects

Compensation:California Hourly Rate of Pay is $18.50 per hour

Base salary/hourly rate of pay will be based on the cost of labor for the city/state in which the new hire resides, at the time of hire

UA offers competitive benefits:Profit sharing, Medical/Dental/Vision, 401K Safe Harbor Contribution, Stock Options, Flexible time-off (PTO/Sick Leave/Company Holiday Time-off), etc.

UA Mission:We exist to thrill and inspire music makers everywhere with timeless sound and impeccable craftsmanship, freeing the songs inside and allowing you to sound like the records you love.

UA Vision:In the future, music makers around the world will trust Universal Audio as a friend and creative partner, inspiring them to craft amazing records as naturally as playing their first instrument or singing their favorite song. The best home, project, and professional studios will feature most of the UA equipment from floor to ceiling ranging from audio interfaces and guitar gear to microphones and software all of it working together to deliver unrivaled sonics and operational symphony. Our customers will eagerly await each new UA product like a hit record or blockbuster movie, trusting that it may spark them to create the best music of their lives. In doing so, UA will become revered worldwide as the way that music is made.

Universal Audio is an equal employment opportunity employer. Our policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, genetic information, or any other basis protected by applicable law. UA also prohibits harassment of applicants or employees based on these protectedcategories.

Customer Support Agent (m/f/d)

• Worldwide
• Remote OK
• Full-Time

About DECA Games

We believe that games should be played for decades but many are abandoned even when a loyal community is screaming to keep them alive. DECA specializes in acquiring games from other developers and reinvigorating them to continue to entertain for decades. When other studios see an old game, we see a fantastic set of problems to solve and a huge opportunity.

DECA is a remote company with over 300 people in over 30 countries globally. DECA is also a part of the Embracer Group, the largest public gaming company in Europe.

About our culture

Weve managed to maintain a small company feel with the stability and resources of a much larger one. We fully believe in the flexibility of a remote workplace. Team members are trusted to manage their time and get things done independently. We think that egos and politics need to be checked at the virtual door. That means no jerks are allowed, that no job is too small for anyone, and an openness to help and learn from each other is required. We love the challenge of working within constraints and love when we succeed as a team. Check out more about us and our values on our website (www.decagames.com).

This is a remote position. You can work from anywhere in the world but we ask you to have a 3 hours overlap with our Asia office at some point during the day (10 am – 7 pm HKT (GMT +8)).

About the role

We are looking for a Customer Support Agent with experience in customer support to help us provide top-notch customer service and support to our valued players.

Responsibilities

• You are part of our support team and take care of electronic data processin;
• Youre the first point of contact for our customers, processing incoming e-mails and responding to customer questions and inquiries in an efficient and effective manner;
• Supporting the team in executing and optimising all processes within the customer service department.

Requirements

• Excellent communication and problem-solving skills and a service-oriented approach;
• Very good written and spoken English skills;
• At least 1 year of experience in B2C support.

Benefits

• Remote first company culture.
• Flexible work hours to support a personal work-life balance.
• Weekly remote Embodiment@Work breathing and workout exercises.
• Online language classes: English, German, French, Spanish etc.
• Working in a multicultural environment with people from over 30 different countries.
• Flat hierarchies with an open-door policy.

Rasa is hiring a remote Senior Customer Success Manager. This is a full-time position that can be done remotely anywhere in Germany, Serbia or the United Kingdom.

Rasa - Open source conversational AI.

Are you interested in joining a rapidly growing business in the cryptocurrency, sports and gambling industry, where you’ll provide exceptional service to our growing player base? We are on the lookout to expand our Player Support team, where we provide exceptional service to our players.

As one of our Player Support Representative, you will be the main touch point with our players, helping them enjoy our platform and assisting them with any queries. All communication with our players will be via chat - no phone calls!

If you don’t have experience in cryptocurrency, sports or gambling industry, that’s okay! We can provide this training on the job. We are looking for candidates who are thoughtful, have great communication skills and are able to provide personalised attention to our players.

Our service never stops! As we service players around the world, we create a roster for our team to service our players across multiple time-zones. We have roles which fit within normal AEST (UTC +10) business hours, but we’re also on the hunt for team members who are keen to work rosters which service our players in different time zones. Let us know your preference as part of your application.

This is an excellent opportunity to get the chance to develop in your career. We’re keen on hearing about what motivates you professionally and provide you a pathway to learn and develop in our company.

As we build our business, we’re working hard to create an inclusive team environment, where we value people who can work well together, can have fun and be respectful to one another. This role is ideal for someone who wants to be part of a growing company, can collaborate and help us build something great!

At Kingside we are a service provider of Shuffle.com. Shuffle is the future of crypto betting and the premier destination for casino games and sports betting.

Locations: Melbourne, Australia preferred. Remote options may be available for exceptional candidates.

Employment Type: Full-time, rostered positions. Candidates must be flexible and available to work weekends, nights, and public holidays as required.

Start Date: Immediate, flexible.

Key Responsibilities:

• Providing high-quality, speedy customer support via live chat
• Addressing and resolving player inquiries in a timely and professional manner.
• Maintaining a high level of client focus and dedication to customer satisfaction.
• Demonstrating a strong capacity for attention to detail and problem-solving.

Capacity and Skills:

• Proactive personality with a willingness to learn and adapt.
• Strong computer proficiency and strong communication skills, including writing with correct grammar.

Desirable Qualifications:

• Experience within the gaming, betting, or cryptocurrency industries is highly regarded but not essential.
• Candidates with previous customer support experience, especially in relevant fields.
• Bilingual or multilingual candidates (with writing ability) will be highly regarded.

Benefits:

• Competitive salary and benefits.
• Opportunity to be part of a growing industry and company.
• Dynamic and supportive work environment.
• Training and development opportunities.

We are an equal opportunity employer and value ersity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Apply Now

If you are passionate about providing outstanding customer service and are seeking an opportunity to advance your career with a company at the forefront of the sports and gambling industry, we encourage you to apply.

Please submit your CV of no more than 2 pages, and a cover letter of no more than 200 words, highlighting your suitability for the role and what has motivated you to apply.

How will we assess your application?

Communication is key to this role, as you’ll be the face of our online gambling site, dealing directly with our players. Please read the job ad above and submit your 200 word max cover letter outlining your professional motivation and your suitability for the role. We want to see how you can communicate - striking the right balance between being factual and persuasive, and showing your personality in the way you write.

GitHub is hiring a remote Customer Success Manager. This is a full-time position that can be done remotely anywhere in Australia.

GitHub - The world's leading software development platform.

Binance is looking to hire a Customer Service Representative (English) to join their team. This is a full-time position that is 100% remote with no geographical restrictions. Work remotely from anywhere.

Title: Associate, Customer & Product Support

Job Description:

Location: United States (Remote)

Reports to: Director, Customer & Product Support

About AlphaSense:

AlphaSense is a market intelligence and search platform used by the world’s leading companies and financial institutions. Since 2011, our AI-based technology has helped professionals make smarter business decisions by delivering insights from an extensive universe of public and private contentincluding equity research, company filings, event transcripts, expert calls, news, trade journals, and clients own research content.

Headquartered in New York City, AlphaSense employs over 1,350 people across offices in the U.S., U.K., Finland, Germany, India, and Singapore.

About the Team:

Customer & Product Support (C&PS) sits at the intersection of sales, customer success and technical support. Through close teamwork and collaboration, we drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSenses market-leading platform and products. We are committed to enhancing every users experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US, UK, India and Singapore.

About the Role:

We are looking to hire an Associate, Customer & Product Support to join the growing C&PS team at AlphaSense. This role marries the technical knowledge of our solution with a deep understanding of our users, across all of the segments and business units that we work with, to realize maximum value from the platform. The team is heavily relied upon to contribute excellent customer service, which ultimately maximizes prospect and customer health. In order to learn our business and customer inside and out, this team acts as our first line of support. This role spearheads usage and engagement and partners with our product management and engineering teams in determining future product developments that will resonate with the market.

Customer and Product Support is an excellent launching off point to accelerate your personal growth and career at AlphaSense. The role offers cross-functional exposure across our business, consequently providing you with great exposure to the different areas you may want to develop your career in, as you grow with us.

Who You Are:

• An intelligent, articulate, consultative and confident client-facing professional with 1-2 years of experience working in a client/product support role.
• You possess a customer-first mindset and enjoy working through complex problems to find solutions.
• You enjoy being part of an entrepreneurial team and work diligently to help others when needed.
• You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms.
• You are curious, proactive and possess a continuous improvement mindset with the ability to learn quickly and adapt. Because of our erse base of clients, much of the technical knowledge required to succeed will be learned on the job.
• You have strong attention to detail, effective time management skills and the ability to rigorously prioritize under pressure.
• You have an interest in AI, technology and software applications.

What Youll Do:

• Deliver a world-class customer experience.
  • Act as the first line of defense and advocate for all of customers globally to ensure we deliver a consistently positive customer experience through timely responses and effective resolution of queries and issues.
  • Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions.
• Provide impeccable customer support.
  • Investigate, diagnose, troubleshoot and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed.
  • You will escalate tickets to appropriate teams when needed and will retain a position as the customers point person through regular updates and confirming resolution.
• Act as a key partner to Product and Engineering.
  • You will have a deep understanding of both our product and customers to uniquely collaborate through fielding feedback and feature requests to identify product opportunities and appropriately convey that information to the correct product groups or within specific ongoing initiatives.
  • You will be responsible for packaging information in an easily accessible and actionable way for technical teams to process and resolve accordingly.
• Be an expert on our product and continuously build your knowledge.
  • Be an expert on the AlphaSense product by proactively learning, staying up-to-date on new features and filling any gaps in your knowledge
  • Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on their expertise.

AlphaSense is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all iniduals. All employees share in the responsibility for fulfilling AlphaSenses commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.

In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.

Base Compensation*: $67,000-$80,000

Additional Components: You may also be offered a performance-based bonus, equity, and a generous benefits program.

*For base compensation, we set standard ranges for all US-based roles based on function, level and geographic location, benchmarked against similar stage growth companies and internal comparables. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including geographic location as well as candidate experience/expertise and may vary from the amounts listed above.

Location:  Latin America; 100% Remote

Semaphore, a leading software delivery service with a global customer base, is looking for an Account Support Representative to join our team.

The Customer Support team at Semaphore plays an important role in our relationship with customers. The most significant characteristic of our support team is that we love helping developers – more than 9 out of 10 customers rate Semaphore support as exceptional. Our mission is to keep the customers happy by assisting them as quickly and awesomely as possible. That is where you step in. ​​

You will handle a wide variety of inquiries, including questions about user credentials, billing, and user management while delegating technical support requests to the rest of the team. It requires a logical brain and a speedy sense for solving problems

This is a full-time remote position with a fixed 12-month contract for maternity leave cover.

Working hours: 10 – 18 PST (GMT-8) Mon – Fri

Responsibilities

• Respond to customer requests in a timely and accurate way via email or Slack
• Analyze customers’ requests to understand common issues and needs
• Update our internal knowledge base with useful information gathered from the communication with the customers
• Participate in building internal processes and procedures to make them as effective and efficient as possible
• Gather feedback from the customers and propagate it to the relevant teams
• Follow up with customers to ensure their issues are resolved
• Collaborate with other teams in handling and overseeing customers’ payments

Requirements

• 1+ years of professional experience in a customer support role within a startup environment, or equivalent.
• Minimum Bachelor’s degree or equivalent level of education
• Excellent English, both written and verbal communication skills
• Ability to work effectively remotely with an international team
• Emotional intelligence and empathy — you are a people person who is naturally pleasant to customers even if they are having a bad day,
• Strong analytical reading skills – you can recognize the question behind a question.
• Excellent problem-solving skills – you might not know all the answers, but you know how to find and communicate the solution.
• True customer advocate – you understand the importance of keeping both the customer and the relevant internal teams regularly updated
• Highly organized and self-managed, have an excellent work ethic and attention to detail.
• Proactive team player interested in taking an active part in the evolution of team processes

Bonus experience

• Familiarity with remote desktop applications and help desk software (eg. Zendesk)
• Experience in communicating with developers

Benefits

• The impact of working on a product competing in a global market.
• Join a small team of around 30 full-time people who love their work.
• A healthy 40-hour work week and a friendly and supportive work environment.
• Competitive salary.
• Company retreats.
• Space to learn continuously and choose the tools and equipment for your job.
• Interact with developers that use Semaphore and talk about the latest and significant way to develop and ship software.
• Paid membership at a fitness club of your choice.

Semaphore is an equal-opportunity employer. Consistent with our mission of serving a erse and global audience, we value a erse workforce and inclusive culture, which reflects that. We encourage applications from all qualified iniduals without regard to race, colour, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.

Customer Service Representative- Monday, Tuesday, Wednesday, 11:00 a.m. to 7:30 p.m. and Saturday and Sunday 9:00 a.m. to 5:30 p.m.

Job Category:Administrative

Requisition Number:CUSTO026135

Full-Time

Rate:$14 USDper hour

Locations: Remote USA United States

Job Details

Description

Position Description:

This position is responsible for receiving and processing customer orders by telephone and ensuring all customer requests are handled in a prompt, efficient, courteous and professional manner. The CSR will process all customer orders in accordance with the established company standards and procedures. As one of the primary points of contact with the customer, the CSRs responsibility is to make a concerted effort to listen to the customers needs and provide them with a positive experience. In addition to this primary duty, the CSR will be cross trained in the other positions within the department and when needed, will be asked to perform these functions as well.

Essential Duties and Responsibilities:

Productivity: Be able to handle an average110customer interactions per eight (8) hour shift after 4 months in the position. This includes incoming and outgoing calls.

• Provide prompt, accurate and courteous responses to customers
• Solve routine and complex problems (Contact supervisor immediately for problems unable to solve)
• Answer incoming customer service orders as soon as possible
• Display active listening and superior customer service skills for both external & internal customers.
• Document activity to the DDF system
• Consistently check appropriate DDF screen for report results to call back to customer
• Display the ability to enter orders manually via our fax process
• Display the ability to operate the phone system effectively
• Adhere to work schedule

Other duties as assigned

Qualifications Required:

• Ability to work independently and as a team
• Must demonstrate the ability to perform the different tasks they have been trained for in the call center. The retention of this knowledge is a critical part of cross training the call center personnel
• Computer knowledge
• Strong customer service skills
• Solid communication skills (including verbal, written and listening skills)
• Solid problem solving and decision making abilities
• Good organizational skills
• Execute and prioritize multiple tasks
• Professional
• Ability to type 35 40 words per minute
• Flexible and adaptable to change
• Medical terminology / experience preferred but not required
• A minimum of a High school Diploma or equivalent required
• Must have high speed internet for Remote work

Benefits:

TridentCare offers a competitive wage and robust benefit package tofull time employees. Part time employees are eligible for many of the same below, pro-rated. Benefits include:

• Two weeks of vacation time
• Health Insurance after 30 days!
• Sick time
• 8 paid holidays
• Same day pay available
• Medical insurance allowance, giving you the freedom to customize your plan to fit your needs
• Dental insurance
• Vision insurance
• Disability insurance
• Company paid life insurance
• 401(k)

#MBX

Qualifications

Skills

Preferred

Computer Skills

Intermediate

Customer Service

Some Knowledge

Education

Preferred

High School or better.

Equal Opportunity Employer/Protected Veterans/Iniduals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to iniduals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

Deel is hiring a remote Team Lead, Customer Support (LATAM). This is a full-time position that can be done remotely anywhere in LATAM.

Deel - Payroll and Compliance for International Teams.

Netlify is hiring a remote Senior Director of Success and Support. This is a full-time position that is 100% remote with no geographical restrictions. Work remotely from anywhere.

Netlify - All-in-one platform for automating modern web projects.

Rep, Enrollment Services 1 (Remote)

Molina Healthcare Job ID 2024728

JOB DESCRIPTION

Job Summary

Answers telephonic calls from potential members who are interested in applying for Medicaid benefits. Assists by assessing the federal guidelines to see if the potential member qualifies for Medicaid benefits in the state of residence. Makes outbound calls to potential members who have submitted a request for information on how to subscribe to Molina healthcare as their Medical Care Organization (MCO). Provides product and service information for potential members to make an educated choice for Molina healthcare as their MCO. Resolves member inquiries regarding providers affiliated with Molina Healthcare under the Medicaid line of business. Based on the state the potential member lives in, the representative may assist by completing an online application, or transfer the member to the Medicaid enrollment agency for the completion of the subscription into the plan.

KNOWLEDGE/SKILLS/ABILITIES

• Responds to incoming calls from prospective members.
• Places outbound calls to prospective members.
• Assists with formal training needs of new employees as needed.
• Assists with identifying which federal health program a prospective member may qualify for.
• Guides the prospective member on what steps to take to apply for health coverage.
• Assists prospective members who already have Medicaid benefits enroll with Molina Healthcare.

JOB QUALIFICATIONS

Required Education

• Associate degree or equivalent combination of education and experience

Required Experience

• 1-3 years Sales or customer service in a fast-paced, high volume environment

Preferred Education

• Bachelor’s Degree or equivalent combination of education and experience

Preferred Experience

• 3-5 years Sales or customer service in a fast-paced, high volume environment
• To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.
• Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V

Pay Range: $12.19 – $26.42 / HOURLY

About Us

Molina Healthcare is a nationwide fortune 500 organization with a mission to provide quality healthcare to people receiving government assistance. If you are seeking a meaningful opportunity in a team-oriented environment, come be a part of a highly engaged workforce dedicated to our mission. Bring your passion and talents and together we can make a difference in the lives of others. Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.

Job Type: Full Time

Sherpany is hiring a remote Customer Support Specialist (native or expert German). This is a full-time position that can be done remotely anywhere in Europe.

Sherpany - The next generation software for successful executive meetings.

Okta is hiring a remote Customer Support Program Management Intern (Summer 2024). This is an internship position that can be done remotely anywhere in the United States.

Okta - The identity company that stands for trust.

About the role

You will play a key role in managing our digital community and providing top-tier customer support. This position is crucial for shaping and maintaining the voice and presence of DEX Screener across various digital platforms, including Telegram, Discord, and Twitter, while also managing customer support through platforms like Zendesk. Your contributions will be essential in enhancing our community engagement and support services.

About DEX Screener

DEX Screener is a real-time blockchain analytics app used by 2M+ crypto traders every month. As a small, lean team of 7, we are deeply involved in the rapidly expanding crypto industry. If you’re reading this, you likely already know about us :)

If working on a fast-growing product used by a butt load of people seems interesting to you then read on.

You must

• Open to all time zones, but you have to choose between one of the shifts:
  • Monday-Friday from 4am to 12pm UTC
  • Tuesday-Saturday: from 8pm to 4am UTC (if you are on GMT>5 that’s Wednesday-Sunday)
• Strong resilience and patience when handling inquiries from both beginner and occasionally frustrated users in the crypto space.
• Proven experience managing Telegram and Discord channels and bots.
• Familiarity with customer support systems (we use Front.com).
• Excellent communication and community engagement abilities. Comfort working independently in a small team.
• Fluent in ‘crypto-bro’ language: You should be comfortable with cryptocurrency jargon and the unique culture of the crypto community.

Nice to have

• You’ve dabbled in crypto before. It’s okay if you have a bunch of memecoins in your portfolio too, we’re not judging!
• Basic technical knowledge of blockchain technologies and security. Nobody can rug you!
• Experience with advanced community engagement tools or analytics.
• Familiarity with different cultural nuances within the global crypto community.

Hiring Process

1. Share the work you did, we will check it carefully.
2. Interview with Bini, Co-founder & CTO.
3. Interview with Andreas, Founder & CEO.

Benefits

• Competitive pay.
• A global, fully remote, work environment (we hire globally).
• Wellbeing & Health
  • 4 weeks paid holiday + local national holidays.
  • Flexible time off when needed, no questions asked.
• Childcare & Parental leave
  • Maternity, paternity, adoption, or shared parental leave.
  • 20 days of emergency childcare a year.

Title: Sr. Director, Global Customer Support Operations

Location: Bellevue, WA, USA

JobDescription:

As a proven, strategic leader, the Sr Director of Global Customer Support Operations, you will be responsible for managing a group of highly skilled operational support managers and delivery of key strategic projects, forecasting, data analysis, and internal escalations. You will report to the Head of Customer Support within our Customer Excellence organization.

A top priority will be to organize all support telemetry data into meaningful dashboards, hold others accountable to performance targets, build predictability signals, manage critical field and product escalations to resolution, and increase customer case deflections with innovative process, AI, and tool strategies. You will own the creation, building and scaling of the Support Operations strategy while working with Support leadership to empower our support agents with appropriate product training and case handling behaviors to improve Customer Satisfaction and reduce case handling time.

A top priority of the Smartsheet Customer Support team is turning a customer who contacts us with an issue into a raving fan. We are a primary channel of the voice of the customer for the rest of the company, with strong monitoring, case data and customer sentiment inputs.

You Will:

• Create and own the building and execution of a scalable support operations model that helps the global delivery team achieve or exceed targets
  Lead a technical team of support escalation agents specific for field or product escalations requiring more than 1 day engagement from traditional support teams
• Create an environment of innovation and continual improvement to re-imagine Support delivery outcomes to our customers.
  Lead highly complex cross functional transformational projects across the global support organization
• Represent the voice of the customer and support organization in weekly cross functional escalation meetings and with weekly product accountability sessions
• Generate a Community strategy focused on empowering customers with easier accessibility to knowledge articles, community forums, and self-help mechanisms to deflect support cases
• Successfully partner with internal systems for enabling strategies around AI, Phone, Chat, and in-app customer support interactions
• Own support related AI System Admins focused on enabling agents with efficiency gaining tools and with Product & Community leaders for customer AI assistance
• Provide 100% QA coverage of all customer support interactions with added coaching, trends analysis, and customer sentiment scoring
• Design and implement a customer predictive model identifying users and/or accounts at risk
• Manage all learning & development activities across the entire Support organization globally to ensure consistency in customer experience and appropriate skill levels for all support agents
• Create feature specific help articles to be used in customer education from a support agent or within self-help functions
• Collaborate with company executives to deliver the Support AI framework, work directly with system providers, and maintain features upon release
• Manage all customer support 3rd party providers and ensure relationships, targets, and accountability remain positive
• Utilize agent telemetry data for forecasting demand across all support channels and the availability of support resources
• Consistently provide insights and recommendations for identified areas of opportunity within the support organization
• Operate as the primary point of contact between support and other key stakeholders such as HR, Finance, Reporting, IT, and Communications
• Drive a culture of supporting our customers with increased empowerment motions beyond expected break-fix and into empowerment activities
• Emphasize and hold both teams and iniduals accountable for achieving customer oriented indicators such as Customer Satisfaction (CSAT) scores, First Response Time (FRT), and Time to Resolution (TTR)
• Recruit and inspire a team of Support professionals globally dispersed across multiple geographies of Americas, Europe, and Asia that collaborates on support cases.
• Interact across the organization and engage with various levels of contributors from support agents to executive roles
• Analyze a variety of data sources to manage and improve KPIs relevant to our teams mission
• Persuade, influence, and motivate people; build a culture of creating delightful customer experiences and relationships
• Collaborate with leadership peers to identify operational efficiencies and lead transformation initiatives
• Build a strong relationship with the Product team and provide valuable insights gathered from customer interactions
• Participate in leadership and customer meetings including up to 25% travel
• Provide coaching and guidance to help the support organization excel and build a work environment that draws people to the team
• Provide strategic planning and forecasting of support performance goals and objectives with corresponding action plans and change management
• Other duties as assigned.

You Have:

• 15+ years of experience with
  • 8+ years of experience as a leader or leaders preferred
  • 7+ years technical support-related call center experience or equivalent
• Proven track record of leading support teams and creating collaborative relationships with peers
• Implemented SaaS technology in large enterprise settings as a leader of customer or services teams
• Understanding of SaaS organizational and operational constructs including Product, engineering, support, success, sales, services
• Ability to quickly establish trust and to influence others, both internally and externally
• Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
• Strong data-driven decision making skills, and process oriented mindset
• Knowledge of Lean, Six Sigma, and continuous improvement approaches
• Ability to identify risks and dependencies and put in place plans to mitigate them
• Adaptability, flexibility and the conviction to “do the right thing” by keeping a customer centric mentality at all times
• Ability to deal with ambiguity, utilize robust problem solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels
• Exceptional business acumen and world-class presentation and customer interaction skills that have been acquired through deep technical knowledge and well-developed process management
• Goal orientation to drive progress for each customer through each interaction
• Experience building, leading or teaming with teams similar to Smartsheet support at a mature technology company, optional but highly desired
• Experience with Smartsheet, Kibana, Snowflake, Tableau, Sparkpost, and Google Suite optional but highly desired
• Knowledge of the Smartsheet platform optional but highly desired
• Available for travel as necessitated by role.
• Experience in managing in 24x7x365 environment.
• Experience in engaging with a centralized Workforce Management function.
• BA/BS degree preferred.

Perks & Benefits:

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
• Equity – Restricted Stock Units (RSUs) for eligible roles
• Lucrative Employee Stock Purchase Program (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Incidental Sick Leave
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. California & New York: $189,000 to $264,600 | All other US States: $175,000 to $245,000

Get to Know Us:

At Smartsheet, weve created a place where everyone is welcome people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. Youre encouraged to apply even if your experience doesnt precisely match our job descriptionif your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world worksjoin us

#BI-Remote

#LI-Remote

Location:  US Locations; 100% Remote; Freelance; Part-Time

About Us:

We are a dynamic team that specializes in providing interview services to our attorney clients. Our mission is to ensure seamless communication and information exchange for our clients through carefully curated interviews.

Location:

US Remote (Contract Work – 1099)

Schedule:

Part-time, maximum of 20 hours per week, Monday – Friday (Flexible schedule)

Compensation:

$20 per hour, Weekly Pay

Requirements:

• Strong interpersonal skills with the ability to thrive in dynamic situations
• Professional communication skills and etiquette
• Attention to detail and light proofreading skills
• Ability to maintain a quiet environment for audio and video interviews
• Reliable internet connection and laptop with MS Office software
• Proficiency in Zoom for conducting interviews
• Proficient typing and writing abilities

Responsibilities:

• Contact attorney clients via phone and email to schedule and confirm video or verbal interviews on a rotating basis.
• Conduct multiple content interviews with attorney clients according to questions curated and provided by the Content Manager.
• Ensure proper labeling and submission of recorded interviews to the transcription team for processing.

Benefits:

• Opportunity for growth based on performance and interest
• Flexible work schedule conducive to work-life balance
• Weekly compensation for contracted hours

How to Apply:

If you meet the requirements and are excited about the opportunity to contribute to our Interview Department, please submit your resume along with a brief cover letter detailing your relevant experience and availability to [email protected].

Location: US Locations Only

Location:  Select US locations; 100% Remote

VIPdesk Connect is a certified B-Corp, women-owned US-based corporation, and a Best Workplace winner committed to delivering “more human” customer service. Our core values are central to how we do business and we have partnered with some of the world’s best iconic brands to provide virtual customer service solutions and provide an elevated customer experience.

As a Seasonal Customer Service Representative, you’ll be responsible for providing an authentic, world class customer experience to our client’s customers through a variety of channels via phone, email, SMS, and chat with the phone as the primary focus and channel. Your role is to handle all aspects of customer service with empathy, creativity, a problem-solving mindset, finding resolutions, and taking ownership of customer interactions using a variety of systems, tools, and resources.

This work-from-home position is a full-time seasonal role through early June

WHAT YOU’LL DO 

• Represent a erse range of products and brands with expertise, positivity, and a can-do attitude
• Respond to customer inquiries and requests through phone, chat, SMS, and email with a focus on phone communication
• Address questions about orders, accounts, products, services, and website navigation assistance
• Conducts initial troubleshooting and technical assistance to customers, resolving basic technical issues and escalating complex problems to higher support levels when necessary
• Show excitement and appreciation for our clients’ brands, conveying their mission and values
• Take ownership of customer issues, solve problems and exceed expectations with sound judgment
• Attend training and participate in cross-training opportunities to enhance skills and knowledge
• Meet performance metrics such as customer satisfaction, average handle time, quality, and productivity
• Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their inidual differences, supporting initiatives to promote ersity and inclusion in the workplace

WHAT WE’RE LOOKING FOR

• 1+ years of customer service in a Business Process Outsourcing (BPO) or call center industry
• High school diploma or equivalent
• Polite, friendly and courteous demeanor in all direct interactions
• Technically savvy with the ability to pick up new technology, processes, and procedures quickly
• Working knowledge of Microsoft Office Suite including Teams
• Respectful, flexible, and open-minded when dealing with a wide range of people
• Proficiency in identifying customer needs, asking effective questions, and guiding conversations to resolution
• Open to learning and growth, receptive to coaching and feedback
• Adaptable, self-motivated, and disciplined to work independently in a performance-based team
• Attention to detail and commitment to meeting quality standards
• Accurately document customer interactions
• Ability and stamina for clear and engaging extended phone conversation for the duration of a scheduled shift
• Due to the home-based nature of this job, it is required to have a home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB headset, router, modem, webcam, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time.
• To be considered, you must reside in one of these states: AR, AZ, FL, GA, IL, IN, KY, MD, NC, NE, NJ, NM, NV, OH, SC, TN, TX, UT, VA, and WI

PREFFERED QUALIFICATIONS

• Experience in a fast-paced call center environment
• Experience with a customer service ticketing system (i.e., Zendesk, Talkdesk)
• Remote work experience

Compensation, Training and Work Schedule Requirements: 

• Level 1 Hourly Pay is $16/hr.
• Training is Monday through Friday from 12:00 pm-6:00 pm Eastern Time.
• After successfully completing your paid training, you must be able to work shifts that can start as early as 9:00 am and end at 7:00 pm Eastern Time. You will be working on a shift that may require working weekends. Schedule may change based on business needs.

WHO WE ARE

At VIPdesk Connect, we believe brand loyalty is earned with every customer interaction. Each experience is an opportunity to reinforce a customer’s love for a brand. And no matter how leading-edge our technology is, it will never replace the power of the one-to-one connection. It’s why we have built a culture that cares. It is why our team knows how to connect with customers, human to human. We believe in creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals. Our positive energy leads to team member innovation, creativity, and above all, happiness.

VIPdesk Connect is committed to fostering, cultivating, and preserving a culture of ersity, equity, and inclusion. Our inidual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our team members invest in their work represent a significant part of not only our culture but our reputation and the company’s achievement. We embrace and maintain a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified iniduals without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.  

VIPdesk Connect, Inc. is proud to be an equal opportunity employer, M/F/D/V

Customer Service Representative

Job LocationUS

Type

Full-Time

Category

Customer Service

Shift

N/A

Job ID

2023-6807

Overview/Risks

The primary responsibility of this role includes managing customer calls, which range from simple to complex, across a wide spectrum of topics, as well as processing orders via phone, , email or fax, including providing order status updates and shipment confirmations. Customer Service Representatives must excel at cross-functional collaboration, both internally and externally with business partners, to ensure that customer orders are accurately fulfilled and customer issues are resolved promptly and appropriately. The inidual must comply with all ISO, AATB, & FDA requirements pertaining to the Customer Service Representative role.

Work Schedule (Days & Hours)

10:45AM to 7:00PM or 11:15AM to 7:30PM EST

Responsibilities

1. Accurately processes orders via phone, fax, EDI and email for Direct, POR, Trial Evaluation, Kit, Grant and Consignment orders. Demonstrate meticulous attention to detail and is able to critically and expeditiously review customer account information so that each order is processed according to established service fee concessions, tissue specifications and shipping requirements. Assume sole ownership for accurately processing and proofreading critical, time sensitive orders for same day and next day surgery requirements. Schedule and /or assist with the coordination of courier pick- ups from MTF distribution sites.
2. Possess an in-depth understanding of a wide range of business rules and objectives, across multiple product lines, and demonstrate the ability to distinguish an extensive list of MTFs tissue forms & medical devices by tissue code and tissue description to implement erse marketing support programs, effectively communicate and implement various order type protocols and to schedule tissue delivery based on shipping container expiry validation and tissue shelf life guidelines.
3. Effectively communicate, verbally and in writing, with customers/consultants/ business partners at all levels of management to identify and investigate complex problems that cannot be resolved at the initial point of contact and require a customized response for issue resolution.
4. Demonstrate ability to answer customer/consultant/ business partner questions regarding tissue/medical devices including inquiries related to tissue processing, specifications, storage, inventory availability, shipment tracking, service fees, and invoicing in accordance with FDA, AATB, ISO and MTF requirements.
5. Document and maintain records of all inquiries in accordance with department protocols and provide order confirmations including those sent via secured email, web link, and EDI so that discrepancies can be identified and resolved.
6. Exhibit a comprehensive understanding of tissue forms and their specifications to be able to offer alternative offerings in order to meet customer demand.
7. Possess a broad knowledge of MTFs organization and departmental roles in order to manage and route a variety of inquiries via phone and email to the appropriate internal staff for resolution.
8. Coordinate with the Shipping Department regarding order logistics including priorities, changes and discrepancies. Coordinate with freight carriers and couriers as necessary to resolve time sensitive shipping problems and/or expedite shipments.
9. Process all open billing requests promptly to meet monthly sales objectives. A CSR must have the ability to research order discrepancies including incorrect serial numbers and service fees as well as reconciling inventory transactions to bring issues to resolution
10. Understand the business requirements and potential consequences when communicating services fees to sales consultants, customers, and business partners so that confidential or proprietary information is not given to unauthorized parties.
11. Allocate newly available tissue for multiple tissue forms in accordance with MTFs distribution policy.
12. Understand different business nomenclature used by Distributors, Hospitals, Business Partners and GPOs.
13. Responsible for maintaining the Customer Master. Assign new customer account numbers and enter information into ERP. Update changes in customer account information. Forward documentation to the Accounting Department as well as Contracts Department to determine if new customer is connected to a GPO or other hospital system requiring special service fee implementation.
14. Demonstrate proficiency in all applicable systems currently utilized by MTF such as ERP, Tissue Trace Software, Credit Card Processing Software, GMP Compliance Software, and Reporting tools. The CSR must possess the ability to successfully navigate the systems listed above simultaneously in order to solve problems.
15. Support marketing efforts on new product launches requiring customized order processes and enhanced communication protocols. Coordinate with marketing when there is a shortage of tissue.
16. Technical aptitude to manage multiple Outlook Email queues supporting daily execution of workload responsibilities along with simultaneously managing Customer Service phone queue.
17. Assist the Finance Team with researching open deductions and short payments due to pricing discrepancies, shipping issues, etc.
18. Manage the processing of all credit card requests through credit card processing system prior to release of order.
19. Handle additional administrative responsibilities, reports and/or projects that involve Customer Service, at managements discretion.

Qualifications

MINIMUM QUALIFICATIONS

Education: High School Diploma/GED

Years of Experience:3 – 5 years

Other:Customer Service or similar position experience.

Specialized Knowledge, Technical Skills, and Abilities:

Possess a positive attitude, strong work ethic and is a dependable, attentive listener who takes ownership of job tasks. Adapt well in a fast paced environment. Ability to achieve order accuracy while maintaining required order volume. Strong written and oral skills that allow for the development of essential customer relationships.Detail oriented and possesses the ability to prioritize, multitask and work in a cross functional team environment. Must exhibit strong, independent problem solving and decision-making abilities to be able to adapt to process changes while adhering to all SOPs.

Technical aptitude to manage multiple computer interfaces supporting daily execution of workload responsibilities. Proficient in Microsoft Office suite.

PREFERRED QUALIFICATIONS

Education: Associate’s Degree

Years of Experience:5- 9 years

Other:Customer Service or related position in an FDA regulated manufacturing or distribution environment experience.

Specialized Knowledge, Technical Skills, and Abilities:

Strong order entry experience using an order entry/inventory control integrated software platform.

Experience with EDI order processing.

Can support customer service functions outside of regularly scheduled hours as business demands, working virtually from home when MTF main office is closed during inclement weather.

Title: Customer Support Advocate

Location: Remote (US Only)

Type: Full-time

Workplace: remote

Category: Success

JobDescription:

What Youll Do

• Develop expertise in our platform and become a subject matter expert for our customers, keeping on top of updates in each release
• Use strong critical thinking and troubleshooting abilities to correctly identify, investigate and resolve technical or usage issues
• Answer chats and scheduled phone calls throughout the day, to provide responsive live support.
• Prepare for scheduled phone callbacks, to provide personalized support.
• Communicate clear and concise instructions via live chat, email and phone to Administrators, Teachers, and Guardians.
• Exhibit empathy towards our customers and each other at all times
• Advocate on behalf of customers, helping them to solve their issues and acting as the voice of the customer
• Contribute to improving internal processes
• Work cross-functionally to support our customers and improve the overall customer experience
• Maintain established metrics such as closed cases, response times while maintaining quality and high customer satisfaction ratings

Qualifications, Skills, & Abilities

• At least 1 year of customer service or early education experience (required)
• Exceptional written skills, attention to detail, and strong listening skills
• Excellent organization, time-management, and prioritization skills
• Comfort with a fast-paced and dynamic environment that evolves rapidly
• A passion for improving the world through education
• A plus: Experience in schools / education
• Experience providing live support to customers (preferred)
• Hands-on experience with Zendesk, Salesforce, Intercom, or similar CRM systems (preferred)
• Bachelors degree (preferred]

Apollo is hiring a remote Customer Success Manager, Mid-Market. This is a full-time position that can be done remotely anywhere in the United States.

Apollo - Apollo is the all-in-one sales intelligence platform.

Title: Customer Support Manager

Location: Remote

JobDescription:

**ActBlue is currently authorized to support remote work employees in Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington D.C., Wisconsin and Wyoming. **

WHO WE ARE:

ActBlue is a nonprofit that builds tech and infrastructure for Democratic campaigns, progressive-aligned causes, and people trying to make an impact in order to fuel long-term, people-powered change. If youve ever given online to a Democrat or progressive organization, chances are youve used our powerful online fundraising platform.

We put power in the hands of small-dollar donors and help thousands of groups from presidential candidates to environmental organizations build grassroots movements. We envision a democracy where everyone looking to make progressive people-powered change can easily and effectively deploy their resources, energy, and creativity to shape our country and futures. Each and every one of us, from the political activists to the tech innovators to the customer service pros, is fully committed to our mission.

THE OPPORTUNITY:

You would be joining an Admin Support Team nested in the Customer Service Department. We are a team-oriented group of people with bright minds, different backgrounds, and a variety of skill sets. We believe in the power of technology and are excited by problem-solving and providing inidualized support.

The Admin Support Teams primary role is managing the Support Queue, the destination for all emails sent to [email protected] from campaign and organization entity users as well as grassroots organizers. We support hundreds of campaign and organization admins per week and handle a wide array of questions over email and phone, such as user verification, donation management, and technical support. Depending on where we are in the election cycle, the workload fluctuates, and thus flexibility and a commitment to dynamic processes is key. We also manage all inbox routing and triaging so we are experts in what specific issues should be escalated to different teams and departments.

As Admin Support Manager, you play a critical role in supporting your direct reports in meeting their inidual business and development goals as well as the team meeting their team level goals by leading and implementing teamwide initiatives.

WHAT YOU WILL DO:

• Manage a team of Admin Support inidual contributors and support their professional development
• Support customer service tasks, such as
  • Answering emails with speed and accuracy, meeting team-wide quantitative and qualitative KPIs
  • Returning voicemails and providing support over the phone
  • Triaging tickets to other teams with speed and accuracy
  • Monitoring refund spreadsheets
  • Working on ad-hoc projects
  • Occasionally presenting updates for the team or at department meetings
• Serve as an escalation point for associates/specialists for more complex user issues
• Serve as an escalation point for other teams/departments or high-level partners for time-sensitive technical questions and issues
• Evaluate the need for new team resources and workflows and collaborate with other staff on the implementation as needed
• Lead projects and engage cross-functional stakeholders as needed
• Assist in training and/or onboarding current and new staff when needed
• Lead weekly 1:1 meetings with your report(s) and schedule any other meetings for project work, training, etc. with them
• Lead engaging team meetings on a rotating basis along Admin Support leadership

WHAT YOU BRING:

• Experience in direct technical support and eagerness to become an ActBlue product expert
• Experience with HTML, CSS, and integrations (such as ad tracking, facebook pixels) OR are excited about learning about new technologies
• 1-3 years of experience leading a team of customer service professionals (ideally in a remote setting). As a strong coach, you’re an effective listener and facilitator who will use your experience and situational awareness to help your team support donors, nonprofits, and campaign teams
• Experience working with email ticket systems like Zendesk, knowledge bases such as Confluence, Airtable, Hubspot or similar platforms, and business intelligence warehouses such as Looker
• Experience managing customer service metrics like CSAT, SLA, Average Reply Time, etc.
• Experience in analytical reading and problem-solving you can convert numbers into stories and vice versa
• Skilled at community building
• Nice to have: Experience in a start-up environment, e-commerce, tech industry, or political field

LOCATION AND COMPENSATION:

This posting is for a full-time, remote, salaried position. Travel may be required on a limited basis to attend all-staff and departmental retreats (1-2 times per year). Additional travel may be required for select positions. Working hours will be Eastern Time Zone business hours (roughly 9:30 a.m – 5:30 p.m.) from Monday to Friday. We also have a few dates throughout the year that require additional evening and weekend coverage, as well as rotating manager converge on certain dates throughout the year.

**ActBlue is currently authorized to support remote work employees in Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington D.C., Wisconsin and Wyoming. **

Salary Range Details:

Salary Range: $79,000 – $96,500

ActBlue is committed to consistent compensation practices across our organization. Final salary offers will take into account factors such as candidate experience, interview performance and current team salary parity.

BENEFITS:

• Flexible work schedules and an unlimited time-off policy
• Fully paid and trans-inclusive health, dental, and vision insurance for employees and their families; plus fully-paid health reimbursement arrangement to use for out of pocket expenses and fully-paid short- and long-term disability
• Fully paid basic and AD&D life insurance and a voluntary supplemental life insurance option
• Dependent and health care flexible spending account options
• Employee Assistance Program (EAP) benefits for employees
• Automatic 2% Employer-paid 401K contribution, plus up to an additional 6% match on employee contributions
• A minimum of three months paid medical, family and parental leave (for all new parents, adoptions included)
• Commuter or home-office benefits, including a $1,000 home-office setup allowance for all new full-time remote employees
• Additional perks including quarterly snack deliveries and digital subscriptions to the Boston Globe & New York Times

ActBlue is unable to sponsor work visas at this time.

Supervisory role not part of the Bargaining Unit position: Certain employees who report to this position may be covered by a collective bargaining agreement.

INCLUSION STATEMENT:

ActBlue is deeply committed to the principle of equal employment opportunity. We commit to retaining, developing, recruiting, and hiring a erse staff community. We honor the dignity of all. We celebrate their unique qualities. And we recognize the wide range of human differences, backgrounds, and intersectional identities that enrich the workspace and help us better meet our mission. If you feel a connection to our mission and see your interests reflected in this job description we encourage you to apply – even if you dont meet every requirement.

ActBlue is committed to providing reasonable accommodations to iniduals with disabilities throughout the interview and employment process, including using our online system to apply for a position. If you would like to request an accommodation, please contact us at [email protected] to get started.

*ActBlue willneverask candidates to buy equipment, nor will we email from anything other than anactblue.comoractbluetech.com email address.

Customer Support Representative

Location:Remote, United States

• Customer Success (CS)

• Full-time

Job Description

What if you could use your people skills to support a product that impacts the way communities hospitals, homes, sports stadiums, and schools across the world are built? Construction impacts the lives of nearly everyone in the world, yet its also one of the worlds least digitized and least served industries. Thats why were looking for a talentedCustomer Support Representative (CSR)to join Procores journey to revolutionize construction. As aCSR, youll utilize your strong problem-solving and people skills to help save our customers time and resources via one-call resolutions, giving our clients the confidence to understand, use, and evangelize Procore’s platform.

As a member of ProcoresCSRteam, youll be provided with the resources tomasteryour craft and clarity of purpose through a shared visionto improve the lives of everyone in construction. With encouragement from nurturing team leaders, youll have access to programs and equitable opportunities to help you grow and thrive, both personally and professionally. For strongCSRs, this position is a great launching point to careers on our Custom Solutions, Documentations, Learning & Development teams, and more! If youre excited by the opportunity to work with a dynamic, erse team in a fast-paced, fast-growing environmentProcore is the place for you!

This position will report to the Manager of Customer Support and is based remotely.We provide our customers with 24/7, around-the-clock support. We are looking for folks who are interested in learning more about starting a support career at Procore now or in the future if/when a position becomes available.

What youll do:

• Acquire and maintain a thorough understanding of Procores business model, system, and the tools needed to optimize system use and maximize impact
• Work in an exciting, fast-paced contact center environment that requires adherence to assigned schedules to ensure adequate coverage for customer needs
• Leverage your strong collaboration skills, connecting with other teams to escalate client cases and solve complex customer problems
• Deliver a best-in-class customer experience by managing and addressing a stream of telephone, web inquiries, chat, and email to patiently guide our customers through the process of achieving their goals with Procores software
• Diligent, consistent attention to detail and management of administrative aspects of the job
• Demonstrate positive attitude and respect for coworkers and customers, building and maintaining warm working relationships with clients and colleagues alike
• Proactively seek guidance and direction from manager and co-workers when appropriate
• Convey Procores culture, values of Openness, Optimism, and Ownership to our clients, adhere to established ethical standards

What were looking for:

• 6+ months of related experience (queue-based roles, other customer support experience, retail, etc.) and a High School Diploma or GED
• A clear communicator (both written and orally) with prior experience evaluating and resolving customer inquiries successfully
• Strong curiosity and persistence while researching and troubleshooting problems to find answers to consumer questions
• A hungry learner with the ability to learn quickly and adapt to a changing product
• Self-starter who is excellent at problem-solving
• A solution-focused mindset that proactively detects issues and provides timely solutions
• Superb attention to detail with extensive experience multitasking and managing work independently while still functioning as a supportive team player
• Prior experience or even interest in the construction industry is a plus

Additional Information

Base Pay Range: $19-$22 per hour.

Equity Compensation: Eligible

Procore is committed to offering competitive, fair, and commensurate compensation, and has provided an estimated pay range for this role. Actual compensation will be based on a candidates job-related skills, experience,educationor training, and location.

Perks & Benefits

At Procore, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs,learn more detailsabout what we offer and how we empower you to be your best.