Customer Service Specialist
*This is a Remote Position, USA Only*
At Sweet, we're building a modern phone service. We take on big problems in a complicated industry to make staying connected a bit more affordable for everyone.
Sweet is partnered with the nation's largest networks and has raised more than $7M in venture capital funding from investors like 8VC, Rise of the Rest, and Betaworks. We're a distributed team of modern technologists that came from top consumer web companies like Venmo, Facebook, Vimeo, Automattic, and Mailchimp.
Sweet is looking for a dynamic self-starter that is empathetic and conscientious of the needs of our valued prospects and customers. This is an essential role on our Customer Service team that will ensure our customer's overall experience using Sweet is a spectacular one. We're a fully remote team, so you'll get to work from anywhere in the US that you want (including your couch ).
What will your day to day look like?
Your day to day role will focus on:
Becoming an expert on how Sweet works and the value our service provides to customers
Responding and advancing inbound support requests from potential customers and current subscribers
Identifying, reproducing, troubleshooting and documenting issues that arise for the engineering team to resolve
Effectively capturing all customer and prospect feedback to share with our Product and Engineering Teams
Testing new features and bug fixes prior to releasing to production
Contributing to the advancement of our documentation, training and on-boarding guides for both Sweet customers and new hires
Most importantly: helping our users get sweet deals
2-3 years experience in a similar customer support role (preferably in a startup environment)
Ability to work a flexible schedule
You understand why support is a key contributor to a customer's happiness & success (CSAT and NPS scores) and how it plays a role in making a customer-centric team successful
You are a naturally empathetic and articulate communicator with exceptional verbal and written communication skills
You are excited about consumer internet and app companies, and understand technical problems
You have a natural interest in learning new things and figuring out how they work
You have the ability to explain complex topics in easy to understand, concise, and clear language
What we offer:
Health, dental, and vision insurance for you and your family
Flexible Spending Accounts for health care and dependent daycare
If this role feels right for you, we encourage you to apply even if you don't meet 100% of the description or qualifications.