Support Specialist I

StyleSeat

Arizona, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/21/2021
  • Website: styleseat.com
  • Company Address: 660 4th st #429, San Francisco, CA, 94107

About StyleSeat

StyleSeat is the largest and fastest growing marketplace in the $78 billion beauty and wellness industry. Since launching in 2011, StyleSeat has powered 120M appointments worth $6.5B.

Job Description

A Little Bit About StyleSeat:

As a Support Specialist I at StyleSeat, you will have a rare opportunity to join a startup empowering small business owners across the country to be more successful doing what they love. Our mission is to help people look and feel their best. We are on the path to achieving this mission by being the go-to marketplace for consumers to discover, book, and pay for beauty and grooming services (hair stylists, colorists, nail artists, estheticians, barbers, etc). We are also the premier solution for all independent professionals in the industry to run and grow their business. We have powered over 120 million appointments booked and $10B in revenue for small businesses and are on the path to much more.

About our Team:

We are a Community Operations team, passionate about our product, and making an impact for our customers. We work collaboratively across all departments, to create a community-first culture built on trust, transparency, advocacy, and growth.  Our support team is an integral part of our business and everyday they are on the front lines helping thousands of StyleSeat Pros and Clients troubleshoot and replicate technical issues, while providing high quality product support so our Customers can get back to growing their business or booking with their beauty squad!

In Your New Role:

As a Support Specialist I, you will take ownership of incoming community questions, technical issues, and payment issues through various channels including, but not limited to, email, chat, and SMS text messaging. You’re technically astute with a keen ability to quickly understand the technical issue they’re experiencing or uncover potential new issues that need to be reported. As an expert in our product, you’re easily and effectively able to provide our customers with resolutions or alternate solutions. This position requires you to be a strong team collaborator, have effective multitasking skills, and resolve issues with urgency and care.

What you’ll be responsible for:

  • Being an expert in StyleSeat’s product and features for both web and mobile
  • Prioritizing urgent and escalated issues
  • Translating technical language and troubleshooting steps in a way that anyone could understand
  • Maximizing customer satisfaction through timely and accurate resolution of inquiries/issues
  • Collaborating with your team lead and QA to escalate critical issues
  • Participating in testing of new and updated features, including bug fixes and logging them in JIRA
  • Resolving Tier 1 and 2 incoming inquiries via email, chat and SMS in a manner determined by department Service Level Agreements
  • Presenting updates, feedback, or customer stories at team and company meetings
  • Gathering, logging and reporting customer feedback through the guidance of the Success Team and all team leads
  • Assisting other teams with ticket volume, as needed
  • Reporting potential fraud, quality issues, or payments-related questions to the Fraud & Compliance team
  • Providing weekend support as needed with equal day off during the weekday

Measures of Success:

  • 1+ years working in a Customer Support or Product Support role
  • Able to demonstrate a solid understanding of our core product and service offering
  • A passion for ensuring outstanding customer support with a solutions-oriented attitude
  • Proactive and takes ownership in all tasks from start-to-finish 
  • A tenacious self-starter to the core, and thrives in a fast-paced and progressive environment
  • Effective and empathic communicator both in written and verbal form
  • Comfortable and confident making outbound calls and receiving inbound calls
  • You have deep, genuine care and empathy for our Customers that is displayed through all interactions
  • Maintain a positive attitude focused on customer satisfaction, and a team player mentality

Nice-to-haves:

  • Working knowledge of ZenDesk, JIRA, Looker, and Stripe
  • Knowledge in Card Not Present (CNP) payments processing
  • Past experience working at a fast-paced startup or tech environment

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.