Manager, CX Workforce Management

at Headway

Remote

Headway’s mission is a big one – to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance.

1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to take insurance and scale their practice.

Headway was founded in 2019 since then, we’ve grown into a erse, national network of over 25,000 mental healthcare providers across all 50 states who run their practice on our software. We’re a Series C company with over $225m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, and Health Care Service Corporation.

We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.

Headway is looking for an experienced Workforce Manager to oversee forecasting, planning, staffing optimization and reporting for our CX team. Our CX team is the tip of the spear that will make affordable healthcare a reality for millions, and you will be there to shape this experience. This is a unique opportunity in an industry that needs to be rebuilt.

In this position, you will play a critical role in building the CX organization’s workforce management function to support our internal and external (BPO) teams. You’ll create the infrastructure for our capacity planning, forecasting and scheduling to ensure we have the right agents, in the right place, at the right time. You’ll also lead real-time adherence (RTA) efforts to optimize staffing, create pivotal dashboards and reports, and identify opportunities to improve agent productivity. As an analyst, you’ll evaluate what if scenarios and provide insights that empower and enable the CX team to run our operations more effectively and efficiently.

The person in this role is analytical, operationally excellent, and unflappable in a fast-moving environment. You will play a key role in improving the foundation that allows us to deliver on key metrics like response time, productivity, and forecast accuracy. As a workforce manager, you will build a long-term strategic vision for Headway’s workforce operations and work with the CX team to pursue Headway’s vision for the best-in-class provider and client experience.

You will:

Own all forecasting and planning

• Build short- and long-term forecasts that accurately predict contact arrival patterns (email/chat/phone), headcount needs, and operational costs

• Update forecast with actual results, adjusting based on current trends, goals, staffing levels and market conditions
• Monitor, track, analyze results and provide insights versus budget and forecasts to understand trends and identify process improvement opportunities
• Work with cross-functional partners to coordinate new provider- and patient-facing initiative forecasts and staffing ramp ups

Optimize CX staffing

• Oversee real time adherence (RTA) to schedule and make changes as needed, including Playlist management

• Oversee CXA scheduling, accounting for trainings, meetings, coaching sessions, events and activities
• Recommend new training classes, both internally and externally
• Advise BPO management regarding staffing and scheduling
• Collaborate with CX leadership team to deliver productivity improvements

Oversee workforce data and reporting

• Manage WFM reporting strategies and processes for internal and external teams

• Produce executive level reporting and analysis for service level and productivity metrics
• Provide daily, biweekly, and monthly intraday performance and historical trends reporting to leadership
• Develop and provide agent, supervisor, and manager reporting/dashboards designed to support performance management

You’d be a great fit if…

• At least 6-8 years of experience in Workforce Management in a Customer Support organization, with 3 years of leadership experience
• You have a deep passion for the customer experience with a proven track record of driving innovation and optimization in a fast-paced tech environment
• You thrive in ambiguity, and seek out opportunities to e into unfamiliar challenges, drive towards outcomes, and shape strategy.
• You have a strong understanding of CX metrics, processes and tools
• You are a natural builder and enjoy the challenge of figuring something out for the first time
• You have a bias to action towards driving and implementing process improve quality and increase efficiency
• You’re an analytical and creative problem solver: you dig into challenges, quantify them, and create handmade solutions
• You can connect the dots with a data-driven approach to optimize the customer experience
• You have passion for Headway’s mission

Compensation and Benefits:

• Salary information is based on a single salary target per role and is differentiated based on geographic location (Group A, B, or C)
  • Group A: $150,000
  • Group B: $135,000
  • Group C: $120,000
  • Examples of cities located in each Compensation Grouping:
    • Group A = NYC/Tri-State Area, SF/Bay Area, LA Area, Seattle, Boston, Austin, and San Diego
    • Group B = Chicago, Miami, Denver, Washington DC, Philadelphia, Atlanta, Minneapolis, Nashville, Sacramento, Phoenix, and Portland
    • Group C = All remaining cities

• Benefits offered include:
  • Equity compensation
  • Medical, Dental, and Vision coverage
  • HSA / FSA
  • 401K
  • Work-from-Home Stipend
  • Therapy Reimbursement
  • 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
  • Unlimited PTO
  • Employee Assistance Program (EAP)
  • Training and professional development

We believe a team’s strength is in its people, and we cannot achieve this mission without a team that reflects the ersity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience.

Headway is committed to the full inclusion of all qualified iniduals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please contact [email protected]

Headway employees work remotely across the US, with the option to work from offices in New York City and (coming soon!) San Francisco. Headway participates in E-Verify.

Futureverse is looking to hire a Community Support Specialist to join their team. This is a contract position that is 100% remote with no geographical restrictions. Work remotely from anywhere.

Title: Administrator Contact Center Operations

Location: TX-Addison

***This role is based at our corporate office in Dallas, TX, or Remote***

This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. On the Hilton Reservations and Customer Care (HRCC) team , reporting to the Manager of Scheduling and Intraday,you will provide personalized solutions that inspire a passion for travel, making a lasting impression with every Hilton guest you interact with. You will partner with the business to ensure that HRCC is delivering the best customer experience by developing and launching analytic capabilities, driving comprehension of operational objectives, and implementing call allocation and staffing recommendations.

HOW WE WILL SUPPORT YOU

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a erse and inclusive environment, thanks to programs and benefits such as:

• Go Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night
• Hilton Shares: Our employee stock purchase program (ESPP) – you can purchase Hilton shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Learn more about the rest of our benefits

At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate. Hilton’s leadership development framework focuses on developing skills and business insight through a range of programs and approaches to meet varying learning needs and preferences.

**Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.

HOW YOU WILL MAKE AN IMPACT

Your role is important and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like:

• Use and maintain analytical models and reports using BI tools (e.g. MicroStrategy) to gain an understanding of business operations to implement new business strategies.
• Ensure that operational and financial goals are met by reacting to changes in supply and demand in real time by redistributing contacts across HRCC’s global contact centers.
• Assess solutions, manipulate and analyze large datasets to distill findings from data, and connect disparate ideas into cohesive well-grounded recommendations.

How you will collaborate with others:

• Become the business subject matter authority on Intraday operations.
• Present findings to the business (internal and external) and other departments.
• Track call and staffing volume and implement recommendations to improve operations, and customer experience and maintain business continuity.

What projects you will take ownership of:

• Utilize data analysis to cultivate analytical insight, enabling informed decisions to improve Intraday operations.
• Identify problems through analytical reasoning, conduct root cause analysis, make recommendations, and implement changes.

WHY YOU’LL BE A GREAT FIT

You have these minimum qualifications:

• Two (2) years of experience in call center operations or workforce planning capacity.
• Microsoft Excel skills, including advanced formulas

It would be useful if you have:

• Bachelor’s degree, or associate degree plus 5 years of professional experience, or High School Degree/GED plus 7 years of professional experience.
• One (1) year of experience analyzing customer contact data.
• One (1) year of experience with BI Tools (MicroStrategy, Alteryx, R and Adobe).

WHAT IT IS LIKE WORKING FOR HILTON

The future of hospitality is bright at Hilton: a leading global hospitality company with a erse portfolio of world-class brands . Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog to learn more about what it’s like to be on Team Hilton!

It is the policy of Hilton to employ qualified persons without regard to color, race, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medication conditions), gender identity or gender expression, sexual orientation, marital status, military service, status as a protected veteran, disability, protected medical condition as defined by applicable law, genetic information, or any other protected group status as defined by and subject to applicable federal, state and local laws. Hilton’s commitment to equal employment opportunity supports the attraction and retention of a erse workforce that will enhance our effectiveness in attracting Team Members, customers, corporate partners, and owners.

We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.

Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase Hilton shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program (“Wellthy”), a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit and our travel discount.

The annual salary range for this role is $45,000-$65,000 and is determined based on applicable and specialized experience and location.Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company.#LI-REMOTE

Job: Call Center and Reservations

Title: Administrator Contact Center Operations

Bitso is looking to hire a Customer Support Supervisor to join their team. This is a full-time position that is 100% remote with no geographical restrictions. Work remotely from anywhere.

Customer Support Liaison

Candid is seeking a quick, self-motivated learner with a passion for helping nonprofits.

REPORTING TO:

Customer Support Manager

SUPERVISES:

No direct reports

SCHEDULE

35-hour work week, Monday through Friday

LOCATION

Flexible (remote or a hybrid schedule in one of Candid’s offices in New York, NY; Atlanta, GA; Cleveland, OH; or Williamsburg, VA). In-person attendance is expected during our annual, weeklong all-staff summit. Additionally, participation for in-person meetings is expected at least once per year for most employees, and at least once per quarter for senior leaders.

COMPENSATION

$42,100 – $47,000 (this range is for the NYC area and will be adjusted for other localities; additionally, factors like skills and experience will be considered)

BENEFITS

Health insurance (medical, dental, vision), retirement contribution with additional option for a match, paid life insurance & AD&D, paid leave time (PTO, bereavement, volunteer, holiday, parental), short-term and long-term disability, pre-tax transit, FSA, Supplemental insurance, Summer hours, PSLF Program eligible employer

POSITION SUMMARY

The Customer Support Liaison is the product expert for Candid profiles and Seals and, by virtue of possessing exceptional customer service skills, will drive user satisfaction and retention. The Customer Support Liaison interacts with nonprofit users every day, assisting profile admins in the enhancement of their profile and identifying trends in customer satisfaction. The Customer Support Liaison is well-versed in demonstrating the benefits of Candid profiles to NPOs. The Customer Support Liaison will monitor and adhere to all department SLAs and KPIs, which will include response/resolution times.

RESPONSIBILITIES

• Monitor all channels (email, live chat, video conference) and offer exceptional proactively &/or on-demand product guidance for Candid profiles.
  • Troubleshoot Candid profile issues identified by internal or external users.
  • Demonstrate value of Candid profiles and Seals of Transparency to profile admins.
  • Manage relevant connection points with churned admins.
• Execute all responsibilities within department SLAs.
  • Alert manager about issues that are impeding profile success.
  • Escalate issues when requests cannot effectively be resolved within department policy.
  • Identify trends in user satisfaction/dissatisfaction.
  • Customer requests that cannot be met by existing functionality (either directly or indirectly) will be passed on to the Product Team for roadmap consideration.
• Consistently meets or exceeds performance standards for service quality, empathy, accuracy and volume.

REQUIREMENTS

• College degree preferred; equivalent experience will also be considered.
• Excellent written and verbal communication skills.
• Required proficiencies: Salesforce, MS Office, Video Conferencing, Tableau, and JIRA.
• Minimum two years of experience in a customer-facing role is preferred.
• Highly self-motivated, proactive and innovative problem solver.
• Collaborative team player.
• Ability to prioritize for maximum impact.
• Ability to connect with customer.
• Keen attention to detail.
• Adaptable to changing needs of market and customers.
• Dynamic presentation skills and ability to own the narrative.
• Strong collaboration or experience with sales and marketing teams, preferably for SaaS-based services.
• Willingness to perform other duties and special projects as needed/requested.
• Sensitivity and respect for racial, gender, sexual orientation, and cultural differences.
• Champions and represents Candid’s core values: We are driven, direct, accessible, curious, and inclusive.

The information you need to do good.

Every year, millions of nonprofits spend trillions of dollars around the world. Candid finds out where that money comes from, where it goes, and why it matters. Through research, collaboration, and training, we connect people who want to change the world to the resources they need to do it. Our data tools on nonprofits, foundations, and grants are the most comprehensive in the world.

Candid’s vision is an ambitious one. But we know that when we make investments in our talent, it translates to more access and better knowledge for those working for social good around the world.

On February 1, 2019, Foundation Center and GuideStar joined forces to become Candid, a 501(c)(3) nonprofit organization.

We offer a competitive salary and excellent benefits. Due to the high volume of applicants we typically receive, we regret that we can only contact candidates that we would like to interview.

For more information on positions available at Candid, please visit our website: https://candid.org/about/work-at-candid

Candid is a qualifying nonprofit organization as defined by the Public Service Loan Forgiveness Program. As such, Candid employees may claim their employment time on their PSLF application.

Candid is an EO/AA/VET/DISABLED Employer.

We are committed to ersity, equity, and inclusion and especially encourage members of underrepresented communities to apply.

Live Chat Sales Specialist

Remote

Palm Beach Gardens, Florida, United States

Sales

Full time

Description

As a Live Chat Sales Specialist, you will join the WPForms team in Awesome Motive. As a Live Chat Sales Specialist, you’ll help curious business owners understand how WPForms can help them create forms to create surveys, build their email lists, collect payments, and many other exciting forms for their websites. You are motivated to Helping Small Businesses Grow & Compete with the Big Guys‘.

Interested in applying?

Please read/follow the next steps outlined in “How to Apply” at the bottom of this listing.

Attention to detail is one of our core values! This is your chance to stand out 🙂

To love this role, here’s the type of person you are:

• You’re an extrovert, optimistic, creative, and care about customer’s interests.
• You’re an excellent communicator who makes sure nothing slips through the cracks.
• You’re a self-starter who loves taking initiative and seeing things through to completion.
• You have the curiosity and desire to learn and grow your skills.
• You take pride in the quality and craftsmanship of your work rather than just doing it to get it done.

Common responsibilities include (but are not limited to):

• During your first 3 months, you’ll spend the majority of your time learning about WPForms so you can accurately answer questions about it. You’ll also shadow our existing Live Chat Specialists and start chatting with visitors directly.
• After that, you’ll spend 70-80% of your time chatting with visitors to our website via our chat software (LiveChatInc). You may also be required to have demo/sales meeting with prospective customers via Zoom/Google Meet.
• You’ll also assist in establishing the sales goals metric and strategies to achieve them successfully.
• With the rest of your time, you’ll work on one small rock each quarter. A rock is a project that helps us move closer to accomplishing our annual goals. You’ll have input into what rocks you’re assigned.
• You’ll use a consultative selling approach to guide visitors through the decision to purchase WPForms.
• When appropriate, you’ll recommend upgrades, or cross-sell other WPForms suite of products.
• Your voice will impact the WPForms marketing plan and product roadmap, so it’s important to share your thoughts. Your input will help us make sure we understand the questions visitors ask.
• You’ll help identify new product opportunities by listening for inquiries about features or solutions we don’t offer yet. It’s up to you to collect and thoroughly document feature requests so that you can most effectively represent our customers’ goals when we review feature requests.
• You’ll also help beta test features yourself.
• You’ll use your natural curiosity to learn more about marketing and sales, and to grow your understanding of how businesses want to use WPForms. You’ll freely share what you’ve learned with the rest of the team.
• You’ll redirect existing WPForms customers to the Technical Support Team with grace, helping to de-escalate any frustrations and reassure them that the proper team will handle their issues swiftly.
• The hardest thing about this role is controlling the conversation and turning it towards a sale rather than simply answering the visitor’s question.
• You will use the following tools frequently. You will take it upon yourself to utilize our documentation and theirs to learn how to use them if you’re not already familiar with them. You’ll ask for help quickly when you need help: WPForms, LiveChatInc, Asana, Zoom/Google Meet, Gmail, GSuite, HelpScout, Google Analytics, and Screencasting software like Droplr or Zoom.

Requirements

• You have demonstrated experience in a sales position where your performance was measured by the sales volume you produced.
• At least 2 years of software sales experience.
• You can write and speak conversational English very well and are excellent at thoroughly explaining complicated things in a simple way.
• Patience, grace, and a sense of humor.
• You understand that what seems easy to you might seem like a technical nightmare to a prospect, and you won’t make them feel bad for feeling that way.
• You will become a WPForms expert. You’ll take the initiative to use our existing resources and team to master it technically and to understand the business use cases for it. After all, you can’t sell what you don’t know.
• You are more marketing-minded than technical, but it would be helpful if you already know some CSS/HTML. If you don’t, it’s not a dealbreaker because you’ll be willing to learn what it is. You aren’t intimidated by learning new things.
• You’ve used or at least have a basic understanding of WordPress dashboards. WPForms is a WordPress plugin, so it will be helpful if you’ve administered a WordPress website before.
• You have a basic understanding of email marketing services & payment gateway, as plenty of our users use our forms to build their lists or to accept payments.
• You type at least 55 words per minute with 95% accuracy. You’ll be tested on this before we interview.
• Previous freelance or remote work experience.
• Personal Computer with Internet Access
• You can work between the hours of 9 AM and 5 PM ET. While our team is distributed worldwide, we get the most inquiries during this time.

Bonus points if you also have:

• Experience working and communicating remotely.
• Experience using WPForms or other similar tools.
• Experience training other team members on sales-marketing skills to scale our sales team further.
• Created your own website and content for it (even if it was just a hobby).

Benefits

Working for a fast-growing bootstrapped company is a rare opportunity, one we consider a lifestyle choice rather than a job choice. Our positions are challenging, but also come with amazing advantages and fulfillment to those who earn them. Here’s what we offer.

• Competitive Salary.
• Term Life Insurance and Accidental Death & Dismemberment for all full-time team members during their employment.
• Health, Dental, and Vision Insurance benefits for full-time U.S. employees.
• Health Insurance benefits for all employees in India, Pakistan, Brazil, and Ukraine.
• Work from your home. We’re spread out worldwide United States, Canada, Ukraine, India, Pakistan, Singapore, and more.
• Unlimited PTO after 90 days of employment. We encourage employees to take the time they need for a vacation, stay healthy, and spend time with friends and family.
• Holidays (based on your location)
• Paid maternity and paternity leave.
• We happily provide or reimburse software you’ll need as well as books or courses that promote continued learning.
• We cover all costs of company travel (including our annual all-company retreat and mini-team meetups).
• Additional Perks include AM Welcome Box for new team members, Yearly Anniversary Gifts, and Technology Stipend each work anniversary.
• We give you the opportunity to solve challenging and meaningful problems that make a difference.
• Ability to work with some of the best people in the business through frequent, if not daily, interactions.
• And in case you were wondering: no politics, no b.s., and no jerks.

Location

This is a remote position – our team is spread around the globe! Our home base is in Florida, USA, so company operating hours are 9am – 5pm ET (UTC -5). For this role, typical work hours match these operating hours.

Inclusion Statement

At Awesome Motive, we strive to have the broadest possible view of ersity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. Awesome Motive is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other basis protected by federal, state, or local law.

How to apply?

If all of this sounds interesting, then please submit your application!

Please clearly include the following in your cover letter:

• Your previous sales experience and sales goals you met, including your approach to working with team members.
• A bit about yourself and why you should be considered. Team culture is very important to us, so in addition to your experience and qualifications, please help us to see your personality/get to know who you are. Bonus points if you decide to share a video of yourself.
• Profile links if available (Your website, sites where you’ve written guest posts, WordPress.org, GitHub, or any social accounts you feel are relevant to this role that you’d like us to see).
• In three sentences or less, in your own words, tell us how you think WPForms helps small businesses. You will not be considered for the role if you skip this part.

Also note, don’t forget to proofread before submitting. Check spelling, capitalization, etc. This is your chance to make your application stand out 🙂

We won’t be able to respond to all applications inidually, but if we feel you’re a strong match, someone will be in touch shortly.

Thanks, and we look forward to hearing from you!

1Password is hiring a remote Customer Success Manager. This is a full-time position that can be done remotely anywhere in Canada or the United States.

1Password - The world's most-loved password manager.

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

UserTesting - The human insight platform.

FullStory is hiring a remote Technical Support Specialist. This is a contract position that can be done remotely anywhere in the United Kingdom.

FullStory - Digital experience analytics, session replay, heatmaps.

WP Media is hiring a remote Customer Support Engineer. This is a full-time position that is 100% remote with no geographical restrictions. Work remotely from anywhere.

WP Media - We want to make the Web better.

Grafana Labs is hiring a remote Senior Customer Success Manager (Remote, Australia). This is a full-time position that can be done remotely anywhere in Australia.

Grafana Labs - Composable and open source observability platform.

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

Udacity - Advance your career with online courses.

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

UserTesting - The human insight platform.

Location: DC-Washington

Job Title: Customer Experience Specialist

Entry-level, 40 hours/week

Classification: nonexempt under FLSA

Location: 100% Remote

About

CleanChoice Energy, a national renewable energy company that empowers people and businesses to cut emissions and live cleaner, healthier lives, is seeking a Customer Experience Specialist to join the Customer Experience team. This is a unique opportunity to join a mission driven organization transforming the U.S. electricity market by switching homes and businesses to 100% clean, pollution-free energy.

Job Description

This role will be focused on customer support, issue resolution, customer education, and quality assurance. We are looking for someone who has a customer-centric mindset, is empathetic and patient, and has a positive attitude. In this role, you will be responsible for being the voice of the company for all things customer service and sales, leading to mutually beneficial relationships with our clients while striving to find opportunities to generate revenue for the company and increase retention. The ideal candidate is optimistic and professional, focusing on solving problems and doing whatever it takes to make a difference in every customer interaction. This person will report to the Customer Experience Supervisor and will not have direct reports.

Responsibilities

+ Customer Support: Provide prompt and courteous customer assistance via phone, email, chat, or in-person interactions to achieve first-call resolution ( FCR)

+ Issue Resolution: Investigate and resolve customer inquiries, concerns, and issues efficiently, ensuring a favorable resolution.

+ Product/Service Knowledge: Develop a deep understanding of our products/services to effectively address customer inquiries and provide relevant information.

+ Documentation: Maintain thorough and accurate customer interactions and transaction records using our CRM system.

+ Customer Education: Educate customers on product features, benefits, and best practices.

+ Quality Assurance: Ensure that all customer interactions meet or exceed company standards for professionalism and quality.

Qualifications and Skills

+ A minimum of a High School Diploma or bachelor’s degree is preferred.

+ Previous customer service experience preferred.

+ Must have excellent communication skills, both written and verbal.

+ Strong problem-solving and critical-thinking abilities.

+ Must be empathetic and patient when dealing with customer inquiries or complaints.

+ Adept at overcoming objections

+ Proficiency in using Salesforce and other customer support tools.

+ Must have solid attention to detail and organizational skills.

+ Bilingual- English and Spanish speaking a plus but not required

Travel

+ 100% remote

Work Environment

+ 100% remote

Compensation

This position offers compensation commensurate with experience and skills and a robust benefits package.

How to Apply

CleanChoice Energy is an Equal Opportunity Employer. Our staff’s erse, multidisciplinary background drives our success, and we are committed to ensuring that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or any other characteristic protected by law. To apply, please submit a resume and cover letter via www.cleanchoicenergy.com/careers .

About CleanChoice Energy

Our mission is to transform the U.S. electricity market by switching homes and businesses to 100% clean, pollution-free energy. We are working toward a world free of catastrophic climate change with pure, clean air and abundant renewable energy by providing renewable energy to everyone everywhere.

Powered by JazzHR

Title: Client Support Representative (Remote)

Location: Ottawa ON CA

Category: Customer Service

We are hiring at InnQuest Software for a Customer Support Representative to join our growing team in North America!

The successful candidate will have at least 2+ years previous experience in Hospitality Management or Supervision of Hotel Front Desk or Back-Office Environment experience!

The Customer Support Representative will provide support for all InnQuest products, facilitating case management and solutions. This position is crucial to high customer satisfaction among InnQuest clients. A successful candidate must be able to assess and diagnose client issues, as well as effectively articulate solutions to clients via telephone, e-mail and chat.

InnQuest Software is a leading solutions provider for the hospitality industry with offices in the United States, Australia, Canada and the UK. Our technology and services leadership, combined with hospitality expertise and global scale help more than 5500 properties in over 100 countries manage more than 450,000 hotel rooms every day!

Hotel Management experience is essential for this position!

Here is a little window into our company: InnQuest Software was founded in 1994 with a belief that guests deserve an excellent hospitality experience and hoteliers deserve a management system that would allow them to maximize the guest experience and property. InnQuest’s popular hotel management software, roomMaster, is used in over 100 countries and by over 5,500 clients worldwide. The software was developed by hoteliers for hoteliers and has been widely praised for its intuitive performance and ease of use. roomMaster provides every software management product a hotel needs in one simple turnkey solution, including a booking engine with a channel manager linked to Expedia and Booking.com. InnQuest’s office is in Tampa, Florida, with international offices in Australia, Canada, and the United Kingdom with resellers in the Caribbean, Fiji, New Zealand, Cambodia, Malaysia and South Africa.

The successful candidate can be based anywhere in North America and work remotely from home!

What your day will look like:

• Front-line technical support
• Answer inbound calls to support department
• Respond to incoming e-mails and chats
• Identifying issues defined by clients
• Identifying, researching, diagnosing, and resolving client issues, striving for first-call resolution whenever possible
• Logging client issues and following up on unresolved issues
• Monitor and respond to user-reported issues as well as infrastructure alerts or failures promptly and professionally; ensure issues are tracked through to resolution
• Ensure efficient incident management, ensuring accurate communication to impacted groups and timely resolution
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures
• Liaise with external technology vendors to coordinate changes and resolve issues
• Review, execute, and verify production changes in strict accordance with procedures defined in change documents
• Take an active role in planned technology events, i.e. business continuity tests, ensuring recovery procedures are accurate and complete
• Leverage tools and resources available within the company to simplify, automate, or eliminate inefficiencies
• Participate in shift rotation

About You:

• At least 2+ years in Hospitality management or supervision of hotel front desk or back-office environment experience is essential
• At least 1+ years of experience in Technical support and strong troubleshooting skills is essential
• High level of knowledge of Windows operating systems and basic networking concepts
• Technical certification is a plus
• Understanding of hotel front desk and back-office operations
• Team player
• Ability to pick up new concepts easily with an initiative to learn and is self-motivated
• Ability to multi-task effectively while working on multiple projects and with multiple clients
• Assertive and able to resolve client issues with tact and diplomacy
• Excellent communication skills required:
• Verbally communicate clearly
• Write clearly with excellent grammar and spelling in a style appropriate for business communication
• Clarify problems or issues
• Good listening skills
• Professional and courteous
• Positive attitude
• Must be legally authorized to work in Canada or the United States is essential

For further information about InnQuest Software, you can visit our websites at: www.innquest.com

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.

About Walter Living

Walter Living is the fastest-growing online real estate platform in the Netherlands. Our team of passionate professionals assists people in their home-buying journey. Since our launch in 2019, we've helped over 100,000+ customers buy a house with our free service, and we've purchased 350+ homes with our buying service in the last year alone.

Our mission is to make the real estate market more transparent and accessible to everyone. As an innovative and customer-centric home-buying agent, we are constantly seeking talented iniduals to strengthen our team.

What your day looks like

As a home-buying agent at Walter Living, you're the primary point of contact for our customers throughout the purchasing process. Whether it's via Zoom, phone, email, or WhatsApp, your day is filled with extensive customer interaction. 

You enjoy assisting customers with various questions related to the purchase and/or sale of their homes. Additionally, you support our home-buying agents and handle the administrative aspects of property files.

You'll be part of the home buying team where you will work together with other agents, data specialists, and customer support fanatics.

What we’re looking for

• Experience as a home-buying agent is a significant advantage
• Strong communication skills
• Customer-oriented mindset and enthusiasm for the home-buying sector
• Ability to work independently while being a team player
• Excellent command of the Dutch and English language, both spoken and written

What we offer

• Competitive salary and attractive secondary benefits
• A dynamic and innovative work environment
• A close-knit and friendly team of professionals
• Room for inidual initiative and creativity
• Opportunities for career growth within our organization
• Laptop and phone
• Employee discounts on our services
• Flexible working hours
• Christmas package
• Work from home — or any other place you love

Salary and compensation

Over Walter Living

Walter Living is het snelstgroeiende online vastgoedplatform in Nederland. Ons team van gepassioneerde professionals helpt mensen bij hun huizenkooptraject. Sinds onze lancering in 2019 hebben we meer dan 100.000+ klanten geholpen bij het kopen van een huis met onze gratis service, en hebben we alleen al het afgelopen jaar 350+ woningen gekocht met onze koopservice.

Onze missie is om de vastgoedmarkt transparanter en toegankelijker te maken voor iedereen. Als innovatieve en klantgerichte aankoopmakelaar zijn we voortdurend op zoek naar getalenteerde iniduen om ons team te versterken.

Hoe jouw dag eruit ziet

Als aankoopmakelaar bij Walter Living ben jij het belangrijkste aanspreekpunt voor onze klanten gedurende het aankoopproces. Of het nu via Zoom, telefoon, e-mail of WhatsApp is, jouw dag staat bol van uitgebreide klantinteractie.

Je vindt het leuk om klanten te helpen met verschillende vragen met betrekking tot de aankoop en/of verkoop van hun woningen. Daarnaast ondersteun je onze aankoopmakelaars en handel je de administratieve aspecten van aankoopdossiers af.

Je maakt deel uit van het aankoop team waar je samenwerkt met andere makelaars, dataspecialisten en klantenservice enthousiasten.

Wat wij zoeken

• Ervaring als aankoopmakelaar is een groot voordeel
• Sterke communicatieve vaardigheden
• Klantgerichte mentaliteit en enthousiasme voor de vastgoedsector
• Zelfstandig werken en teamspeler
• Uitstekende beheersing van de Nederlandse en Engelse taal, zowel gesproken als geschreven

What we bieden

• Competitief salaris en aantrekkelijke secundaire arbeidsvoorwaarden
• Een dynamische en innovatieve werkomgeving
• Een hecht en vriendelijk team van professionals
• Ruimte voor inidueel initiatief en creativiteit
• Kansen voor loopbaangroei binnen onze organisatie
• Laptop en telefoon
• Werknemerskortingen op onze diensten
• Flexibele werktijden
• Kerstpakket
• Werken vanuit huis — of elke andere plek waar je van houdt

Please apply only if you speak Dutch, as most of our clients and partners do. Applications from non-Dutch speakers won't be considered, and you won't receive a rejection notice. Thank you for your understanding.

Salary and compensation

Surf Office organizes productive team retreats for tech companies and startups. In our locations in Europe and the US, we provide our clients with workspaces, accommodations, and team-building experiences. We are a tech-enabled, fast-growing, bootstrapped, remote company with a strong vision for the future of work.

Job responsibilities:

• Manage the retreat planning flow from start (when a new group is confirmed) to finish (when the group checks out of their accommodation)
• Keep all retreat planning details under wraps: hotel booking, invoicing between vendors and the client, booking team building activities, etc.
• Use our unique retreat planning dashboard to communicate with the client and the vendors and keep things updated
• Update and improve our tools and processes: We are scaling quickly and iterating as we go along.

Job requirements:

• Fluent English
• Event planning experience
• Hospitality mindset
• Tech savvy: We use solutions like Coda to power our work and help us scale and streamline processes.
• Self-starter and responsible: We have a flat hierarchy, and you will be in charge of managing your own workload.
• Ability to overlap with the CET timezone for a few hours every week: Most of the team is based in Europe, and it will be necessary to attend some meetings.
• Ability to invoice Surf Office for your services

Compensation:

• Monthly compensation for planning tasks in the lead-up to the event
• Per diem compensation during the event days: If required to travel on-site, depending on retreat structure
• PTO 25 days + 5 days allocated bank holidays

Perks:

• Flexible schedule: Our work sometimes requires us to put in a few hours on the occasional weekend or bank holiday due to the nature of group travel. However, this also means you are free to take any time off you need whenever. Apart from a few meetings, we don’t have shifts, office hours, etc.
• Growth Stipend 650 Eur per year: You can reimburse anything that can help you to grow personally or professionally: online course, conference ticket, therapist, coach, MBA, tutor, language course, etc)
• Productivity stipend 350 Eur per year: You’ll receive an Amazon voucher to purchase whatever will boost your productivity)
• Our own company retreat twice a year
• Fully remote
• Fast-growing startup welcoming proactive, hands-on approach and critical thinking

Start: TBD

Application submissions:

Salary and compensation

Benefits

🌎 Distributed team

⏰ Async

🏖 Paid time off

🏔 Company retreats

📚 Learning budget

🖥 Home office budget

Surf Office organizes productive team retreats for tech companies and startups. In our locations in Europe and the US, we provide our clients with workspaces, accommodations, and team-building experiences. We are a tech-enabled, fast-growing, bootstrapped, remote company with a strong vision for the future of work.

Job responsibilities:

• Manage the retreat planning flow from start (when a new group is confirmed) to finish (when the group checks out of their accommodation)
• Keep all retreat planning details under wraps: hotel booking, invoicing between vendors and the client, booking team building activities, etc.
• Use our unique retreat planning dashboard to communicate with the client and the vendors and keep things updated
• Update and improve our tools and processes: We are scaling quickly and iterating as we go along.

Job requirements:

• Fluent English
• Event planning experience
• Hospitality mindset
• Tech savvy: We use solutions like Coda to power our work and help us scale and streamline processes.
• Self-starter and responsible: We have a flat hierarchy, and you will be in charge of managing your own workload.
• Ability to overlap with the CET timezone for a few hours every week: Most of the team is based in Europe, and it will be necessary to attend some meetings.
• Ability to invoice Surf Office for your services

Compensation:

• Monthly compensation for planning tasks in the lead-up to the event
• Per diem compensation during the event days: If required to travel on-site, depending on retreat structure
• PTO 25 days + 5 days allocated bank holidays

Perks:

• Flexible schedule: Our work sometimes requires us to put in a few hours on the occasional weekend or bank holiday due to the nature of group travel. However, this also means you are free to take any time off you need whenever. Apart from a few meetings, we don’t have shifts, office hours, etc.
• Growth Stipend 650 Eur per year: You can reimburse anything that can help you to grow personally or professionally: online course, conference ticket, therapist, coach, MBA, tutor, language course, etc)
• Productivity stipend 350 Eur per year: You’ll receive an Amazon voucher to purchase whatever will boost your productivity)
• Our own company retreat twice a year
• Fully remote
• Fast-growing startup welcoming proactive, hands-on approach and critical thinking

Start: TBD

Application submissions:

Salary and compensation

Benefits

🌎 Distributed team

⏰ Async

🏖 Paid time off

🏔 Company retreats

📚 Learning budget

🖥 Home office budget

Location:  US Locations Only; 100% Remote; Freelance

Work From Home. Set Your Own Schedule.  Get Paid.

🔑 Joining Omni Interactions as an independent contractor, you’ll gain access to a variety of exclusive contracts. 

🏠 If you partner with us, you’ll work from home, providing customer service to Omni’s clients.

📞 You can provide customer service over the phone, over chat, by working tickets, or by making outbound phone calls.

🤑 You earn money by supporting Omni’s clients.

________________________________________________

About our application process

This is the start of your journey to contracting with Omni. Once you have joined our community of remote customer care contractors, you will have exclusive access to view all open contracts.

Begin your journey by clicking the “Apply Now” button and completing your profile. As part of the application process, you’ll need to take an online assessment which will only take 15 minutes to complete. If you meet the requirements, you’ll receive an invitation within 24 hours to log in to our online portal where you can view and apply to contracts that match your interests. Don’t forget to check out our technology requirements before applying.

Overview

Omni supports many clients. Independent contractors who are among the qualified candidates will provide customer service (taking inbound phone calls, answering chat messages, & responding to emails) for Fortune 500 companies.

You will interact with customers primarily through inbound phone calls and possibly chat/email, helping them with all their needs.

Schedule:

🤙 Flexible work schedule options available

⏰ Majority of work hours are during weekdays and daytime

🗓️ Opportunity to create a work schedule that works best for you

Earnings & Revenue:

💵 Contract earnings vary by client, with competitive rates typically ranging from $14 to $20 per hour

📞 Pay is determined by your phone call status when assisting customers

🤑 Additional incentives available based on client and performance metrics. 

Required Skills for Successful Contractors:

💬 Exceptional written and verbal communication skills

✅ Proven track record in customer service and delivering outstanding customer care

🧐 Keen attention to detail with strong problem-solving skills

🤗 Friendly, empathetic tone, and professional demeanor

🙌 Self-motivated, proactive, and resourceful mindset

👩‍💻 Proficient in using technology, including computer applications and software.

Important Information  

Technology & Equipment Requirements:

🚪 Quiet and secure work environment during working hours

💻 Personal computer with a minimum of 8GB RAM (tablets and Chromebooks are not permitted)

🎧 Wired USB headset with microphone for clear communication

💨 High-speed wired internet with a minimum of 10 Mbps download speed for seamless connectivity

🪟Operating system of Windows 10 or Windows 11 (some clients may accept AppleOS)

👾 Valid and up-to-date antivirus software installed

🤳Smart phone, Android tablet or iPad is required for program work, along with an authentication app.

💻 Windows 10 or Windows 11 operating system must be used (some clients will accept an AppleOS)

Work Environment Requirements:

🤫 Quiet, uninterrupted space

⌨️ Organized desk area

We are currently unable to work with contractors residing in Alaska, California, Connecticut, Delaware, Illinois, Michigan, Massachusetts, Maryland, New Jersey, New York, Oregon, Rhode Island, Vermont, Washington, or Washington DC. Contractors must also successfully pass a criminal background check.

We are able to work with contractors residing in Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, South Carolina, Texas, Tennessee, Utah, Virginia, West Virginia, Wisconsin, Wyoming and Puerto Rico.

Contractual Relationship: The relationship between you and Omni Interactions is a contractual relationship. You will remain an independent contractor for the duration of your program assignment. Omni Interactions will not be responsible for withholding taxes on your earnings while contracted with Omni Interactions. When you receive your contract, you will be asked to agree to have no claim against Omni Interactions hereunder or otherwise for vacation pay, sick leave, retirement benefits, Social Security, worker’s compensation, health or disability benefits, overtime, unemployment insurance benefits or employee benefits of any kind.

Location: US Locations Only

Location:  International, Anywhere; 100% Remote; Freelance

Set your own schedule. Get paid. Enjoy the Gig life.

🔑 Joining Omni Interactions as an independent contractor, you’ll gain access to support a ride share client. 

🏠 If you partner with us, you’ll work from home, providing customer service to Omni’s clients.

📞 You provide customer service over the phone.

🤑 You earn money by supporting Omni’s clients. 

 _______________________________________________

🏡 Work from home

🚗 No hassles of commuting

📆 Schedule your own hours

🙌 Work when it’s convenient for you

💵 High pay rates

About our application process

Begin your journey by clicking the “Apply Now” button and completing your profile. Don’t forget to check out our technology requirements before applying.

Overview

Independent contractors who are among the qualified candidates will provide customer service (taking inbound phone calls for a ridesharing company).

You will interact with customers primarily through inbound phone calls, helping them with all their needs.

Schedule:

🤙 Flexible work schedule options available

⏰ Majority of work hours are during weekdays and daytime

🗓️ Opportunity to create a work schedule that works best for you

Earnings & Revenue:

💵 Contract earnings $12 USD per hour

📞 Pay is determined by your phone call status when assisting customers

🤑 Additional incentives available based on client and performance metrics. 

Required Skills for Contractors:

💬 Good written and verbal communication skills in English and Spanish

✅ Experience with customer service 

🧐 Attention to detail with good problem-solving skills

🤗 Friendly and helpful tone of voice

🙌 Self-motivated, proactive, and resourceful 

👩‍💻 Good at using technology, including computer applications and software.

Important Information  

Technology & Equipment Requirements:

💻 Personal computer with a minimum of 8GB RAM (tablets and Chromebooks are not permitted)

🎧 Wired USB headset with microphone for clear communication

💨 High-speed wired internet with a minimum of 10 Mbps download speed for seamless connectivity

🪟Operating system of Windows 10 or Windows 11 (some clients may accept AppleOS)

👾 Valid and up-to-date antivirus software installed

🤳Smart phone, Android tablet or iPad is required for program work, along with an authentication app.

💻 Windows 10 or Windows 11 operating system must be used (some clients will accept an AppleOS)

Work Environment Requirements:

🚪 Quiet, uninterrupted space

⌨️ Organized desk area

This is an opportunity specific to those providing service in Puerto Rico.  

Contractual Relationship: The relationship between you and Omni Interactions is a contractual relationship. You will remain an independent contractor for the duration of your program assignment. Omni Interactions will not be responsible for withholding taxes on your earnings while contracted with Omni Interactions. When you receive your contract, you will be asked to agree to have no claim against Omni Interactions hereunder or otherwise for vacation pay, sick leave, retirement benefits, Social Security, worker’s compensation, health or disability benefits, overtime, unemployment insurance benefits or employee benefits of any kind.

If you decide to enter into a contract with this client, you are agreeing to and acknowledging the terms and conditions outlined in the Gig Contract Overview (GCO for short!) PDF. This document presents a comprehensive schedule of obligations for this client.

Customer Care Team Leader (she/he/they) – Philippine BasedRemote Job

About Trafilea

Trafilea is a dynamic and innovative Tech E-commerce Group that operates multiple direct-to-consumer brands in the intimate apparel and beauty sectors, with a focus on using data-driven strategies to scale their businesses. In addition to our products, we have our own online community dedicated to promoting body positivity. As a rapidly growing global player, Trafilea is committed to creating high-quality products and services that enhance the customer experience and drive long-term growth.

Customer Care @ Trafilea At Trafilea, we foster a culture of collaboration, innovation, and continuous learning. We believe in investing in our people and providing them with the support and development opportunities they need to grow both personally and professionally. With our remote-first approach, you’ll have the freedom to work from anywhere in the world, surrounded by a erse and talented team that spans the globe.

We are looking for a Customer Care Team Leader, a role in the beauty department that involves leading and supporting a team of customer service representatives. Their main responsibility is to ensure that their team delivers top-notch customer service and achieves specific performance goals. These goals include Save Rate/Retention, response time, attendance, productivity, chat coverage, and customer satisfaction. The Team Leader accomplishes this by offering insights and analysis on current challenges and opportunities within the department.

Experience/ Qualifications

• 2+ years of experience in the same role
• Strong grasp of the English language, including spoken and written
• Proven ability to effectively lead and manage team leaders and members, with different scopes and lead indicators to monitor
• Good problem-solving skills and confidence when facing challenges to ensure we provide excellence in customer experience
• Continuous learning and growth mindset
• Good interpersonal & communication skills; positive work attitude
• Good analytical and problem-solving skills.
• Able to have the right follow-up and monitoring of action items and KPIs
• A responsible team player who works well with others
• Able to make good decisions independently
• Conflict Resolution and Decision-Making
• Crisis Management and Customer Feedback Integration

What we offer:

• Collaborate with world-class talents in a data-driven, dynamic, energetic work environment.
• Opportunity to grow and develop both professionally and personally.
• Safe space to be who you truly are, with a commitment to ersity, equity, and inclusion.
• Openness to new ideas and initiatives.
• Great benefits package including remote work, 15 working days of paid holidays, Learning subsidy, and more!

We’ve been recognized by Forbes and FlexJobs as one of the Top 25 Companies for Remote Workers. Apply now!

Senior Customer Support Specialist & Engagement Expert

Remote

Full Time

Support

Mid Level

We are searching for a versatile Senior Customer Support Specialist & Engagement Expert to fuel our customer support narrative while turbocharging our communication strategies. This role is not just about creating engaging content, it’s about sparking conversations, fostering relationships, and igniting the passion in our community. You’ll be the voice of our brand, the trainer, and the champion of our users.

Key Responsibilities:

• Create and Ignite: Develop engaging, innovative content that ignites curiosity and establishes a genuine connection with our audience. Distill complex information into clear, concise, and engaging takeaways that enhance learning and retention for AmpiFire users.

• Tune In and Speak Up: Proactively listen to our communities, engaging in conversations, addressing their needs, and amplifying their voices across our social media platforms.

• Train and Inspire: Develop compelling training materials to educate our members and empower them to take full advantage of our content marketing services.

• Optimize and Refine: Regularly review and optimize our members’ area content, ensuring it is fresh, relevant, and of the highest quality.

• Drive Brand Success: Use your flair for written communication and attention to detail to drive our customers’ success

• Be a Brand Champion: Live and breathe our brand values, ensuring every interaction is an authentic representation of our brand, creating excitement, and driving engagement.
• Create Lasting Relationships: Establish and maintain strong relationships with community members to expand our community.

Required Skills And Experience:

• Exceptional Written Communication: Ability to break down complex ideas into clear, relatable language.
• Persuasive Tactics: Knows when to use logic or emotion in supporting our community.
• Open and Engaging: Ready to share and receive ideas in a collaborative setting.
• Proactive Researcher: A go-getter who loves delving into new topics to find solutions.
• Curious by Nature: Always eager to learn more and dig deep in customer’s reported issues to find the underlying cause.
• Tech or Marketing Interest: Has some experience or strong interest in internet marketing or tech.
• Social Media Savvy: Has some experience engaging with online communities on Facebook.

Some Copywriting or Coaching Skills: Mid-level abilities in these fields would be considered a big plus.

By joining us, you’ll immerse yourself in a dynamic, supportive team culture that prizes creativity and innovation. You’ll enjoy the room to grow and learn from a team of A players, all while helping our brand reach new heights.

Plus, you’ll have the unique opportunity to directly impact our active community, as well as enjoy a competitive remuneration package that rewards your valuable contribution.

If this role sounds like the ideal opportunity for you right now – Apply Now!

About us

We’re a rapidly growing tech start-up and every person on Our Team matters.

We provide flexible working hours and location independence to ensure a healthy work/life balance so we can all continue to work and grow together.

With over 30+ people across 10+ different countries working with us now, you’ll get to interact with a whole host of characters from all walks of life, with many shared values.

AmpiFire grew from a need to Level The Playing Field against bigger businesses that bully smaller competitors, even when the little guy’ serves their customers and communities better! So we Empower The Underdog by getting them greater exposure and attention online allowing them to spread their message in a way that really has an impact and lets them grow.

That is Our Mission and that will be the noble cause you become part of (and get rewarded for) when you join us.

What to expect from the Hiring Process:

• Round 1 – We review your application to see if you meet the initial requirements for this role. Please note that if you do not complete the questions we will be unable to proceed with your application beyond this stage
• Round 2 – You will have to complete a cognitive test to evaluate the match between your profile and the company’s profile
• Round 3 – You will have to do a 3-step assessment
• Round 4 – You will have a video interview with our CSS Manager
• Round 5 – You will have to do a personality test
• Round 6 – You will have a chat with our CEO

IMPORTANT:

Job Types: Full-time, Contract

Salary: $1,500 – $3,000 / month

Title: Sr. Rep, Enteral Biller

Location: USA-

Remote opening 8:30a-5:00 EST (or as business needs occur)

Job Summary

The role will include managing Enteral audits by directing the order to IV, Med Doc, PA, or CSR if/when required, as well as releasing audits; utilizing the hotkey and order process guidelines to determine how order should be processed most effectively; be able to flex and assist within our various Enteral pods as needed. Key objectives/goals may include effective outcomes on audits, being an active and engaged team member, completing 100% of all trainings on time, key priorities such productivity requirements, and operational metrics like maintaining QA scores, cycle times, and denial rates.

Responsibilities

• Provides outstanding customer service and supports improvements in operational execution to ensure service levels are achieved and exceeded.
• Manages customer account activity including, but are not limited to; customer order fulfillment, customer backorders/substitutes, product change requests, new/lost business submissions and coordinating any customer questions / issues that may arise.
• Provides outsourced services to customers relating to invoicing, reimbursement, and/or other services by acting as a liaison in problem-solving, research and problem/dispute resolution.
• Collects and reviews customer feedback, complaints, recalls and product returns, working closely with Quality and Regulatory teams.
• Identifies customer trends and challenges/opportunities to develop potential alternatives to support business, operational efficiency and develop new customer opportunities.
• Supports process improvement initiatives, including but not limited to opportunities for optimizing inventory levels, suppliers and operational performance, cost control and profitability and ultimately customer service.
• Builds strong relationships with key business stakeholders (Supply Chain, Finance, Operations, Marketing and Commercial) to work in collaborative approach for improved customer service.
• Communicates with customers regarding their needs, questions, and concerns and helps trouble shoot equipment issues as necessary.
• Manages cases regarding reporting, backorders, customer complaints, and pricing and processes product complaint and incident reports.
• Supports general sales by analyzing account histories and coordinating internal resources to resolve customer needs.
• Investigates and reports on anomalies and discrepancies in point of sales systems, website ordering, and general customer complaint issues.
• Redirects customers to applicable in-house resources as necessary.
• Supports general post-sales issues resolutions as necessary.

Qualifications

• 1-3 years of experience preferred
• High School Diploma, GED or technical certification in related field or equivalent experience preferred

What is expected of you and others at this level

• Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments
• In-depth knowledge in technical or specialty area
• Applies advanced skills to resolve complex problems independently
• May modify process to resolve situations
• Works independently within established procedures; may receive general guidance on new assignments
• May provide general guidance or technical assistance to less experienced team members

REMOTE DETAILS: You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following:

Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, Cellular/Hot Spot connections are NOT acceptable.

Download speed of 15Mbps (megabyte per second) (25Mbps – Minimum) but (50Mbps – Recommended) if nobody else at home streaming.

Upload speed of 5Mbps (megabyte per second) (10Mbps – Recommended)

Ping Rate Maximum of 30ms (milliseconds)

Hardwired to the router

Surge protector with Network Line Protection for CAH issued equipment

All internal applicants must meet the following criteria:

• Rating of “Meets Expectations” or higher during last performance review
• Have been in their current position for at least a year
• Informed their current supervisor/manager prior to applying
• No written disciplinary action in the last year

Anticipated salary range: $19.25-$25.20/hr.

Bonus eligible: No

Benefits: Ca rdinal Health offers a wide variety of benefits and programs to support health and well-being.

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values ersity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

To read and review this privacy notice click here

We are a team of nearly 48,000 mission-driven partners striving each day to advance healthcare and improve lives. We are Essential to care.

Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a distributor of pharmaceuticals, a global manufacturer and distributor of medical and laboratory products, and a provider of performance and data solutions for health care facilities

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Title: German Player Support Advocate

Title: Player Support Advocate

Candidates with a strong passion for games, customer service, technical support, languages, linguistics, translation, localization, Player Support, QA, LQA, or those wanting to gain entry into a fascinating and growing industry, are invited to apply!

Overview:

As one of our Player Support Advocates, you will be an ambassador for our brand and your role will be to provide world-class support to gamers and loyal customers. You should be passionate about customer service, confidently calm, technically minded, and have a pro-active and positive “can do” attitude. Whilst working with a global operation across multiple languages, your goal will be to make the customer journey seamless and positive. You are provided with full training and ongoing support with the opportunity to progress through levels to become either a Tier 2 Advocate, Language Specialist, Coach, Team Manager, Subject Matter Expert, or even a Game Master! You would be communicating in the language you are applying for, and English.

What youll be doing:

• Ensuring customers’ queries are answered with the aim of a first-time resolution and ensuring that all responses are provided with excellent attention to detail, care, and professionalism.
• Ensuring queries are responded to within our agreed response times and that all customer communications are dealt with to provide solutions as a priority whilst protecting confidentiality.
• Resolving all technical issues raised by customers, particularly via live chat, by carrying out fault finding analysis and offering appropriate solutions that resolve the customers issue. Although the majority of the role is based on non-voice communications, you will be trained and expected to communicate with customers via telephone (call backs for example).
• You will communicate effectively while working within a dynamic team structure with inidual and shared team objectives, as it is your responsibility as a team member to ensure the best customer care experience is given to all customers.
• Maintaining a world class, dedicated service, focused on exceptional responses and excellent, outstanding quality.
• Working with your colleagues across the wider global customer community to identify any trends in any customer queries.
• Although you may be working anywhere in the World, all candidates will generally work UK hours and shift patterns.

Requirements

What were looking for:

• Fluency in the language you are applying for & English, particularly reading & writing.
• Excellent attention to detail, strong communication skills, and knowledge of Computers.
• Self-motivated, a proactive attitude with the ability to work productively and collaboratively within a multilingual team.
• A logical, methodical approach with good analytical and problem-solving skills.
• Excellent observation and attention to detail skills with patience, perseverance, and good concentration.
• Experience in playing consoles and or PC gaming advantageous.
• Be comfortable discussing technical faults/issues relating to game consoles/PCs.
• Experience of someone IT literate, with a tech-savvy mind, or coming from a Customer Service, Technical IT /PC support background is advantageous, although we provide excellent training and on-going support.
• Our Advocates must be able to multitask, be comfortable taking multiple chats, emails and calls per hour, ensuring an amazing-accurate service is provided 100% of the time.
• All candidates should possess a desire to help, support and provide the best customer experience possible.

PC requirements:

• An internet speed minimum of 10 Mb/s download internationally.
• A minimum of 4 GB RAM memory.
• Your computer should run at least a 64-bit version of Windows 8 or newer or a recently released version of macOS.
• An i5 processor (2,4 GHz or faster), or better/ similar, max. 3 years old.
• A screen with at least a 1080p Full HD display. External monitors are acceptable.
• A (smart)phone usable for two-factor authentication that runs at least:
• Android 4.4 or newer.
• Apple iOS 10.0 or newer.
• Your own Webcam, Headset and Laptop/PC.
• Your own separate and private working area with comfortable table & chair.

Applicants Requirements:

• Candidates living in the UK, Philippines, Poland, Romania, Portugal or Brazil must have the Right To Work in that Country (Citizenship, valid working VISA or permit) and will usually be offered a PTW Employee Employment Contract.
• All other candidates must have an Upwork profile or if successful, create an Upwork account. We will help.
• All candidates must adhere to confidentiality and security protocols, at all times.
• All candidates will be required to pass an online language and skills test, including a final competency based live interview.
• All applications should submit their CV in English.

Training

• All candidates whether full or part time will complete a mandatory online paid familiarisation course to ensure you have the necessary skills and knowledge to do your role, running Monday to Friday 0900-1730 UK. Thereafter you will work on your given shift pattern and have access to continued support. All working hours are UK based.

Benefits

What we offer:

• You will be working for the pre-eminent global provider of specialist services to the games industry and provided with full training and the opportunity to work on some of the biggest game clients, titles, projects, and tech in the world.
• Attractive remuneration, holidays, regular team competitions with great prizes; and inclusion into an extensive social calendar. Our environments thrive with collaborative team-work with people from all around the world, different nationalities, and languages.
• A supportive community inclusive of LGBTQ+, and any age, ethnicity, religion, or disability. We care about the wellbeing of our employees and have a dedicated employee wellbeing programme. We empower our people and offer regular progression opportunities to ensure our employees flourish.
• Remote/Homeworking with flexible working schedules, a fun environment, and a relaxing culture, including the opportunity to work with the leading technology and creative minds in the world.
• Learn as you work and be part of something real that changes the face of gaming – forever
• Working with a global multi-lingual workforce with superb training and promotion and progression opportunities.

Who we are:

PTW is a boutique games services company that provides custom solutions worldwide. We believe in accelerating innovation across the globe. We started more than 25 years ago and since then, have grown exponentially year-on-year to who we are today. Our history is in gaming, and we are still gamers at heart. In our time within the games industry, we have worked on over 1,500 titles across all genres and all platforms.

We have grown rapidly over the past few years and now have 16 sites spanning the globe. The PTW umbrella of companies includes SIDE, 1518, OR Esports, and Entalize. SIDE works at the cutting edge of interactive media as a provider of audio services for the global entertainment market. 1518 is known industry wide for world-class art and is also our in-house game and product development studio.

Basically, anywhere in the world, any platform, any genre, we can help come up with a custom solution to make games run better, get to market faster, and enhance the lives of more players.

In summary, we connect and bring fun to the world.

Welcome to PTW!

Title: Workers Compensation Customer Service Rep

Location: Remote Remote US

Dane Street is looking for highly motivated candidates to join our National IME (Independent Medical Examination) as a Workers Compensation Customer Service Rep (internally known as a Customer Service Representative). Dane Street is proud to be Great Place to Work-Certified and offers an exciting work environment, competitive compensation and a strong growth potential.

A CSR is in the center of our critical relationships with our clients, our technical team and our operations teams. As a member of our team, you will be responsible for the scheduling and selection of reviewers for referrals received within the Dane Street Network.

Do you thrive in a fast paced environment? You are the right person if you have exceptional communication skills, are extraordinarily client-focused, performance driven and are able to manage time effectively while meeting specific deadlines.

Description of Key Tasks and Responsibilities:

• Schedules IMEs (independent medical examinations) in accordance with Dane Streets regulatory state guide.
• Schedule reviewers of the appropriate specialty and state license match per state regulations and in adherence with all client requests and requirements.
• Review upcoming scheduled IMEs and ensure the physicians have all materials needed for the exam(s).
• Make reminder calls to claimants and provide them with IME details.
• Send reminder e-mails to the Reviewers on their assigned cases and the due dates.
• Promptly communicate any changes, delays or other necessary information to clients.

Requirements

Required Education and Experience:

• An Associates Degree or Bachelors Degree is preferred.
• 1 year of experience in a Customer Service/Administrative role in a business office environment.
• Worker’s Compensation experience is preferred.

Special Skills and Attributes Required:

• Customer service skills and experience.
• Excellent computer skills (Apple Operating System, Google Chrome search engine and Gmail preferred).
• Ability to communicate effectively with remote team members and/or external contacts.
• Excellent negotiation skills.
• Attention to detail.
• Critical thinking.
• The ability to manage time efficiently and to meet specific deadlines.
• Preferred:
  • Experience with physician networks, recruitment, medical specialties and terminology, medical claims, medical office, and/or industry knowledge.
  • Knowledge of relevant state and federal compliance guidelines.

Benefits

We offer generous Paid Time Off, excellent benefits package and a competitive salary. Apple equipment and media stipend is provided for remote work space. Come up to speed quickly with our strong training program! If you want to work in an exciting, fast-paced environment where you can provide meaningful contributions, then we encourage you to apply.

ABOUT DANE STREET:

A fast-paced, Inc. 500 Company with a high-performance culture, is seeking insightful, astute forward-thinking professionals. We process over 200,000 insurance claims annually for leading national and regional Workers Compensation, Disability, Auto and Group Health Carriers, Third-Party Administrators, Managed Care Organizations, Employers and Pharmacy Benefit Managers. We provide customized Independent Medical Exam and Peer Review programs that assist our clients in reaching the appropriate medical determination as part of the claims management process.

Customer Service Specialist

locations

Remote – Nationwide

job requisition id

R017862

Thank you for considering a career at Ensemble Health Partners!

Ensemble Health Partners is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference

The Opportunity:

The Customer Service Specialist handles the incoming calls from patients for Customer Service. Performs all customer service duties that occur with a focus on managing the resolution of the phone call and all written and documented communication within the systems and is committed to assisting in meeting all business needs.

Essential Job Functions:

The Specialist of Customer Service performs all customer service and collection activities across the Revenue Cycle. Job duties include, but are not limited to:

• Answering patient questions regarding statements
• Posting guarantor payments
• Setting up payment plans within our policies
• Researching and resolving issues with accounts that have been identified by patients
• Reaching out to appropriate departments to resolve any requests made by patients connecting patients with financial counseling department for charity screening
• Communicating patient balances
• Meeting collection goals as set by department, and providing excellent customer service for all of our patients
• Must have knowledge of all areas of the Revenue Cycle. Communicate and partner with other areas of Ensemble and Revenue Cycle to resolve customer service issues
• Performs other duties as assigned

Employment Qualifications:

• 1-2 years experience in healthcare industry.
• Call Center experience preferred
• Minimum Education: High School Diploma or GED
• Certifications: CRCR within 9 months of hire.

Other Knowledge, Skills and Abilities :

• Experience in physician and hospital operations
• Compliance and provider relations
• Customer Service and Call Center experience preferred
• Critical Thinking
• Problem Resolution

#LI-DR2

#LI-REMOTE

Join an award-winning company

Three-time winner of Best in KLAS 2020-2022

2022 Top Workplaces Healthcare Industry Award

2022 Top Workplaces USA Award

2022 Top Workplaces Culture Excellence Awards

• Innovation
• Work-Life Flexibility
• Leadership
• Purpose + Values

Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:

• Associate Benefits We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.
• Our Culture Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.
• Growth We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement.
• Recognition We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.

Ensemble Health Partners is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble Health Partners also prohibits harassment of applicants or employees based on any of these protected categories.

Ensemble Health Partners provides reasonable accommodations to qualified iniduals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact [email protected].

EEOC Know Your Rights

FMLA Rights – English

La FMLA Espaol

Title: Call Center Assistant

Location: USA

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology and each other to surpass these boundaries we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Education, Skills, and Knowledge:

• High School Diploma or equivalent required
• Must possess excellent customer service skills.
• Call center experience is preferred
• A very friendly and helpful attitude and the ability to manage simultaneous tasks
• Ability to work as a member of a team is required
• Must have excellent oral and written communication skills
• Excellent attendance is required
• Experience working with a PC and a Windows environment is required
• Experience working with a Mac is preferred, but not required

Basic Purpose and Objectives:

Provide exceptional inbound and outbound general and technical support to internal customers by demonstrating a friendly and helpful attitude, promptness, attentiveness, and a focus on resolving issues efficiently on the first contact

Organizational Relationships

Reports to and direction received from:

• Scoring Support Shift Supervisors (Primary)
• Scoring Support Manager (Secondary)

Overall Functions and Responsibilities:

• These positions will include shifts which cover center hours from 7am to 9pm Monday through Friday and 9am and 5pm on Saturday and Sunday
• May be required to work a rotating shift schedule and weekends
• Responsible for providing accurate answers to internal customer questions or concerns in a courteous, efficient, and customer-service focused manner via phone, email, or chat
• Responsible for diagnosis and complete resolution of technical issues in a courteous, efficient, and customer-service focused manner via phone, email or chat using documented solutions
• Responsible for calling remote employees in an efficient, courteous, and supportive manner
• Serve as an escalation point as needed to the appropriate department for resolution
• Responsible for independent and timely resolution of routine issues, and for notifying management of non-routine issues that need immediate attention
• Provide complete documentation of issues handled
• Responsible for staying current on issues that impact our internal customers and competent by continually referring to and utilizing support resources
• Perform other related duties as assigned

Working Conditions

• Office environment
• Remote work
• Hours may vary or change, depending upon the needs of business

*This will be a remote (work from home) position. Equipment will be provided for this assignment.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL-TIME

Req ID: 13905

#LI-REMOTE

Title: Customer Service Phone Representative – Remote

Location: United States

Full-Time

Job Details

Description

Are you ready for a career you can BELIEVE in?

• Do you have a strong belief in the 2nd Amendment?
• Do you support the natural-born right to armed self-defense?
• Do you believe in the mission of the U.S. Concealed Carry Association (USCCA)?

The USCCA helps responsible Americans avoid danger, save lives, and keep their families safe.

Delta Defense, LLC is the private company that provides Marketing, Operations and Customer Service for the USCCA.

Position Summary:

Customer Service Phone Advisors provide a world-class experience for our members who reach us by phone. Be part of a team primarily responsible for receiving inbound contacts from USCCA members and prospects and for making outbound calls to welcome and serve our members.

What will you do? Connect, inform, and assist our callers with all of their membership needs such as updating account information, product purchases, discussing and executing product and membership purchases, membership retention efforts, and engaging in real conversations that deepen trust between our members and the USCCA brand.

This is your opportunity to perform in a supportive team environment and use your unique talents to do meaningful work. At Delta Defense, this position requires a dynamic approach. Service translates to engagement as we focus on a find-and-fill needs outlook with our members and prospects.

Worried about training? Don’t be! Delta Defense provides comprehensive, 8-week PAID training so you will be knowledgeable and confident when engaging with our members.Training includes new employee on-boarding, product and systems training, sales and service training and preparation for earning your Producer Property and Casualty License.

Build deep connections while helping others be the very best protectors of self and family. If you want a job that can make a true difference in someone’s life, every day, then this role is for you! Join a super fun team that delights in crushing goals and creating raving fans.

** Please watch your email for next steps after submitting your application. You will be asked to take two online assessments in order to complete the application process. We look forward to your application. **

Essential Duties & Responsibilities:

• Field customer calls, troubleshoot and resolve issues, strengthen member relationships.
• Respond to customer inquiries with knowledgeable, well thought out answers.
• Deepen and retain member relationships through engaging conversations.
• Maintain up-to-date knowledge of our products, services, and promotions.
• Operate with a find needs, fill needs mindset. Provide solutions, offers, and information to match customer needs for product and membership needs.
• Handle and resolve customer concerns with empathy and attention to detail.
• Follow up with customers as needed to ensure the best possible service experience.
• Save/retain customers who are contemplating non-renewal of their membership.
• Meet or exceed established targets and key performance indicators.
• Collaborate with your team members and help one another learn and grow.
• Maintain alignment with the Core Values of Delta Defense and Mission of the USCCA in all interactions.

Required Skills/Experience:

• High School diploma or equivalent. Associate’s degree or higher preferred.
• Prior work history in a Customer Service role. Experience in fielding customer concerns by phone is a plus.
• Required to pass and maintain Producer Property and Casualty License. Paid Training is provided for all hires.
• Excellent interpersonal skills; strong written and verbal communication abilities. Able to quickly establish rapport with people.
• Demonstrated ability to employ patience, empathy and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory manner.
• Computer fluency; working knowledge of software applications and advanced internet functions.
• Passionate about delighting customers and communicating with them through conversation.
• Able to work equally as well in a team environment, in-office or remotely.
• Self-defense knowledge and training, familiarity with firearms is preferred, but not necessary.
• Demonstrates the Core Values of Delta Defense, LLC.

Worried about training? Don’t be! Delta Defense provides comprehensive, 8-week PAID training for our Customer Service Phone Representatives so you will be knowledgeable and confident when engaging with our members. Training includes new employee on-boarding, product and systems training, sales and service training and preparation for earning your Producer Property and Casualty License.

** Must be able to complete Full Time PAID Training (Monday-Friday) for the first 8 weeks upon hire. ** Training is virtual for remote employees.

Hiring for Full Time positions only. Afternoon and evening shifts available.

Starting hourly wage is $18.00 per hour. Up to $3.00/hour in premiums are provided based on days and hours worked. This role is also bonus-eligible for company incentive plan. This position can be performed in our beautiful headquarters in West Bend, WI or remotely.

If you are a Colorado resident, please email us at [email protected] to receive complete benefits and compensation information. Please include the job title in the subject line of the email.

LI#-Remote

Apollo is hiring a remote Onboarding Manager. 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.

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

Canonical - The company behind Ubuntu.

CareMessage is hiring a remote Technical Support Analyst. This is a full-time position that can be done remotely anywhere in the United States.

CareMessage - Mobile technology to make underserved populations healthier.

Webflow is hiring a remote Senior Community Advocate. This is a full-time position that can be done remotely anywhere in the United States.

Webflow - Responsive web design tool, CMS, and hosting platform.

Cloudflare is hiring a remote Associate Customer Success Manager, LATAM, (Trilingual - Spanish, Portuguese & English). This is a full-time position that can be done remotely anywhere in Mexico.

Cloudflare - The web performance & security company.

Squarespace is hiring a remote Customer Support Associate. This is a part-time position that can be done remotely anywhere in Australia.

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

Location: South Korea, Brazil, Indonesia, Philippines, APAC, and Argentina; 100% Remote

Do you have a Chat/Messaging – Customer Support background?

ModSquad has partnered with a top music streaming service and we are currently seeking music-lovers that want to join our team. We are looking for experienced Customer Support Representatives who are passionate about providing world-class support in an enjoyable online environment. This is an established and long-term project with an incredibly strong internal support system and highly interactive orientation program.

As a member of this team, you will respond to customer inquiries via inbound messages in Korean.

Qualified applicants will need to have language assessments in Korean and English, to ensure adequate proficiency.

Commitment:

25 hours per week (8 hours required over Saturday and/or Sunday

Orientation (all times PT):

Begins: 01/15/2024

What’s In It For You:

• The potential to work with some of the coolest clients around the world like the NFL, Vimeo, and Topps!
• Flexible self-scheduling
• Access to ‘Hot Gigs’ postings exclusive to the Mod Network
• Work from home
• Competitive hourly rate – Discussed during your first interview
• Paid orientation

What We Are Looking For:

• Ability to quickly identify any and all issues the customer may have
• Ability to maintain high engagement with both the project and customers
• Someone who wants to help the customer, not just move to the next one
• People driven to do more for the customer and exercise good judgment in their favor when the opportunity presents itself
• Customer service experience; familiarity handling chats
• Professional/business level proficiency in Korean and English

WorkSpace Requirements:

• Dedicated laptop or desktop computer with Windows 10 or above
• Willingness to install MSQ security software and 2FA app on the phone
• Access to a webcam or smartphone capable of taking pictures
• Stable broadband internet connection of 25 MBS or greater
• 8 GB RAM or better
• Dual monitors highly recommended

***IMPORTANT***: Take your time and make sure you do a thorough job in completing your application. Your responses should be grammatically correct (punctuation, capitalization, spelling, correct tense usage) and comprehensive. This will greatly increase the probability of scoring an interview!

Please note:  A Chromebook is not sufficient for ModSquad projects.

Who is ModSquad?

ModSquad is a global provider of managed digital engagement services. Our 10,000+ Mods chat with customers, moderate web content, manage communities, and buzz in social media for many of the world’s coolest brands, including the NFL, Zendesk, and Topps, to name a few. We bring companies closer to their customers than ever before. From global enterprises to international agencies to hip new startups, our clients have reaped the benefits of putting ModSquad’s expertise to work. With experienced Mods available in 50+ languages in 70+ countries, we’re your squad for the digital world.

ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.  ***Pay rates vary by client and are not negotiable. Rates will be disclosed during the interview process

Inidual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement excludes iniduals residing in California, Colorado, New York, and Washington at this time.

What We Are Looking For:

• Experience with simultaneously handling 3-5+ incoming messages
• Ability to quickly identify any and all issues the customer may have
• Ability to maintain high engagement with both the project and customers
• Someone who wants to help the customer, not just move to the next one
• People driven to do more for the customer and exercise good judgement in their favor when the opportunity presents itself
• Professional/business level proficiency in Traditional Chinese and English

WorkSpace Requirements:

• Dedicated laptop or desktop computer with Windows 10 or above
• Willingness to install MSQ security software and 2FA app on the phone
• Access to a webcam or smartphone capable of taking pictures
• Stable broadband internet connection of 25 MBS or greater
• 8 GB RAM or better
• Dual monitors highly recommended

Why Should You Apply?

• You’ll have the potential to work with some of the coolest clients around the world like the NFL, Vimeo, and Topps!
• You’ll have access to ‘Hot Gigs’ postings exclusive to the Mod Network.
• We offer flexible self-scheduling.
• You’ll work from home.
• We offer a competitive hourly rate and we’ll discuss this more in your first interview.
• You’ll be paid for all orientation.

Who Is ModSquad?

Customer Support Specialist

Remote, US

Bloomerang combines the best tools, resources, and people to provide a world-class experience for tens of thousands of nonprofits, allowing them to raise more money and do more good in the world. Our powerful software and stellar customer service have made us one of the highest rated fundraising/donor CRM on the market.

In addition to creating thriving nonprofits, we’re also in the business of creating thriving employees. At Bloomerang, you’ll be a part of a mission-driven culture built on the core values of Empathy, Unity, and Transparency. We know the key to our success is our people, and we’re proud to be home to some of the most innovative and skilled employees in the workforce today.

Role

As a Customer Support Representative, you will provide excellent customer service and day-to-day support for Bloomerang customers by answering questions via email, live chat, and phone.

What You Will Do

• Assist our wonderful customers with the Bloomerang software.
• Ensure proper software utilization by each of our customers.
• Conduct new customer implementations and training.
• Develop and deliver training webinars to both our customers and internal employees.
• Write and create help documents and videos. Don’t worry, we’ll show you how.
• Assist with general software quality assurance and testing.
• Provide software design and functionality feedback to our Product Development team.

What You Need to Succeed

• A background in providing top-notch customer service.
• Superb written and verbal communication.
• The ability to solve problems quickly.
• A keen troubleshooting ability, and general comfort with computers and software technology.

Benefits

Health + Wellness

Time Off

You’ll get a competitive PTO package that includes 20 PTO days, 3 flex days, 4 optional volunteer Days, 12 paid holidays, as well as paid parental leave.

You’ll receive a 401k match to help invest in your future.

Equipment

Everything you need to be successful, shipped right to your door.

Compensation

The target salary range for this position is: $36,000 – $48,500. This is a non-exempt hourly role. You may also be eligible for a discretionary bonus. Actual compensation within the range will be dependent on your skills, experience, qualifications, and location, as well as applicable employment laws.

Location

This is a permanent, full-time, fully remote position. Employees living in Indianapolis, IN are welcome to work from our company headquarters. We do not offer Visa sponsorship or relocation assistance at this time.

Accommodations

Applicants who require accommodations may contact [email protected] to request an accommodation in completing an application.

Bloomerang is an Equal Opportunity Employer. Iniduals seeking employment at Bloomerang are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

Escalations Representative Sr. – PNC Investments

Location: PA-Pittsburgh

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

This role reports into the Internal Services Group (ISG) within the PNC Investment Center. ISG is a multi-functioning support center that is available to PNC Investment’s clients and provides a service experience that builds brand loyalty and enhances the overall client relationship. ISG also supports our advisors in navigating the firm’s various policies and procedures, while acting as a liaison to our back-office departments to process business requests as effectively and efficiently as possible.

REQUIRED: FINRA SIE, series 7 & 63

Job Description

• Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within the Retail business segments. Actively coaches and mentors for the escalation team. Delivers CARES model to customers and service partners.
• Researches, analyzes, owns and coordinates the resolution with appropriate business leaders for complex escalated customer complaints, while taking into account regulatory, legal and investor requirements within the Retail business segments’ customer channels.
• Documents the problem resolution process for each investigated complaint assigned to their workflow. Responds to escalated issues via verbal responses and may leverage written responses for more complex issues.
• Acts as a point person/subject matter expert for any escalated issues from the Retail business segments. Facilitates problem resolution with internal and external stakeholders.
• Acts as a customer advocate in accordance with our Customer Advocacy Principles. Demonstrates commitment to quality. Identifies trends negatively impacting customer experience and escalates to the proper channels for root cause analysis.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused – Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk – Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC’s Enterprise Risk Management Framework.

Competencies

Customer Experience Management. – Implements the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point.

Customer Interaction – Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.

Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.

Effective Communications – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Influencing – Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.

Interpersonal Relationships – Knowledge of the techniques and the ability to work with a variety of iniduals and groups in a constructive and collaborative manner.

Managing Multiple Priorities – Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to erse situations.

Work Experience

Roles at this level typically require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

• Associates

Additional Job Description

Base Salary: Commensurate with skills and experience.

Benefits

PNC offers employees a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include medical/prescription drug coverage (with a Health Savings Account feature); dental and vision options; employee and spouse/child life insurance; short- and long-term disability protection; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit pncbenefits.com > New to PNC.

Disability Accommodations Statement:

If an accommodation is required to participate in the application process, please contact us via email. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call and select Option 4: Recruiting for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified iniduals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO):

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.

Member Support Specialist (Part-time)

Remote

OVERVIEW

Wellth is a fast growing digital health company based in Los Angeles that just raised our Series B from leading investors including SignalFire. We use behavioral economics, habit science, and technology to motivate behavior change in some of the highest need and most underserved populations in the US, drastically changing their health outcomes for the better. We have demonstrated our results with several large health insurers (e.g., cut down hospitalization rates by 44% on behalf of Centene AZ) and now are scaling rapidly (>120% year over year revenue growth). Our goal is not to just be another digital health startup but to be the category leader in improving health outcomes for hard to engage populations.

Most importantly, our work quite literally saves lives every day. We are a mission-driven company where you would have the chance to work with extremely talented people and see tangible differences that directly result from your initiative.

Visit us at www.wellthapp.com for more information.

JOB DESCRIPTION

As a Member Support Specialist, you will be working in a fast-paced, high energy environment working for a healthcare startup with a positive social impact. Our ideal candidate has a passion for healthcare and a desire to grow with the company. A motivated inidual will have the opportunity to gain experience in other capacities in the company including business development, product development, and research if interested.

Our Support Specialists are the front lines of our Member experience. You will support Members in the Wellth program with any questions/issues that may arise regarding their program and address any tech issues necessary. You will take phone calls through the Wellth Helpline, answer emails, and send text messages in response to Member inquiries. You will also monitor Member adherence and alert the medical care teams if needed. Mission-driven with a heightened degree of empathy and sensitivity, you will make calls to help non-adherent Members get back on track.

This is an opportunity for someone who is self-motivated and goal-oriented with a positive attitude and a high degree of professionalism. You will be the face of our company to these Members, and we want you to represent the company at all times. As a Member Support Specialist, you will be expected to provide a high level of service working with our Members. Iniduals best suited for this role are empathetic and want to make a positive impact in the healthcare field.

JOB LOCATION

Remote (United States)

JOB HOURS and COMPENSATION

• Part-time
• $18.00/hr
• Benefits provided for Part-time employees
• Weekday and weekend availability required: 9:00 am – 8:00 pm ET
• Flexibility is encouraged, and we try to be flexible with scheduling in return.

REQUIRED SKILLS

• Excellent customer service skills
• Ability to simplify information and communicate effectively, verbal + written
• Strong time management skills
• Positive attitude and sensitive to member needs, extremely empathetic and patient
• Tech savvy, esp. familiarity with Android and iOS mobile technology and digital tools (ex: CRMs)
• Self-motivated and goal oriented
• High degree of professionalism and collaborative attitude
• Ability to problem solve effectively
• High degree of attention to detail
• Bilingual, English and Spanish is a plus

BENEFITS

Benefits for Part-Time employees include 401(k) and PTO.

Wellth is an equal opportunity employer and we value ersity at our company. We do not discriminate on the basis of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

Title: Customer Service Representative (Dental)

Location: Remote Remote PH

We are seeking a dedicated and customer-focused inidual in a dental field to join our team as a Customer Service Representative. The successful candidate will play a crucial role in providing exceptional service to our clients, addressing their inquiries, and ensuring a positive customer experience.

Responsibilities

Customer Interaction:

• Respond to customer inquiries and provide information about dental services, appointments, and general inquiries.
• Handle incoming calls, emails, and messages professionally and efficiently.

Appointment Scheduling:

• Coordinate and schedule dental appointments based on customer preferences and clinic availability.
• Remind customers of upcoming appointments and provide necessary information.

Insurance Coordination:

• Assist customers in understanding their dental insurance coverage.
• Verify insurance information, process claims, and address billing inquiries.

Problem Resolution:

• Address and resolve customer concerns, complaints, or issues promptly and effectively.
• Collaborate with relevant departments to ensure customer satisfaction.

Product Knowledge:

• Stay informed about dental procedures, services, and products to effectively communicate with customers.
• Provide information on preventive care and dental hygiene practices.

Documentation:

• Maintain accurate and up-to-date customer records in the database.
• Document customer interactions, issues, and resolutions for future reference.

Team Collaboration:

• • Work closely with dental professionals and administrative staff to ensure seamless customer service.
  • Participate in team meetings and training sessions as required.

Requirements

• Previous experience in customer service, preferably in a dental setting
• Knowledge of dental procedures, terminology, and insurance processes.
• Strong communication and interpersonal skills.
• Excellent problem-solving abilities.
• Proficiency in using customer service software and office applications.

System Requirements

• At least 15mbps for main internet and at least 10mbps for backup
• A desktop or laptop that has an i5 processor with at least 8 GB RAM and an i3 processor for backup
• Note: Back-ups should still be able to function when there is a power interruption
• A webcam
• Noise-canceling USB Headset
• Quiet, Dedicated Home Office
• Smartphone

Benefits

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.

Title: Customer Care Team Lead

Location: Auckland Auckland NZ

About us

Employment Hero is an Australian tech unicorn – valued at over $2 billion. Our world-class software is the easiest way for small and medium-sized businesses to manage HR, payroll, employee engagement, and benefits. Weve grown 100% year-on-year since our inception in 2014, and now service over 200,000 businesses and 1 million+ active users globally. We have exciting growth plans for 2023 and beyond, powered by our mission of making employment easier and more valuable for everyone.

We take a Remote First approach with our team. Employment Hero can hire across the world, so long as candidates have eligible working rights and are in a suitable timezone to their colleagues. If youve got the skills for the role and the passion for our mission then we want to hear from you!

Employment Hero celebrates erse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

The Role

As a Customer Care Team Lead, you will work in the business driving and managing performance to the expectations of the Support Squad across the scope of BAU delivery. You will be supporting the Head of Customer Care and Customer Support Managers in executing and embedding initiatives.

Responsibilities

• Recruit, onboard, coach and develop a team of customer support agents by nurturing an environment where they can excel through encouragement, empowerment and meet clear expectations.
• Manage team roster, queue workflow, backlog, escalating priorities, SLA adherence and fifo workflow.
• Weekly and monthly agent and team metric reporting, surfacing insights and solutions needed to resolve.
• Responding to and resolving inbound support tickets, customer & agent escalations, and phone call questions related to the Employment Hero Platform as needed based on volume.
• Triage customer support issues and liaise with the appropriate team (e.g. Product & Engineering) to resolve as needed.
• Champion ongoing process improvement and best practice suggestions to implement amongst the Support team, and providing internal support for the wider business.
• Conduct testing across the platforms to identify user error/system logic and investigate root causes in order to maintain platform knowledge and Support Consultants.
• Driving the responses and resolutions to negative CSAT and NPS feedback to determine root causes of issues, and further recommendations for customer account improvement through Support Consultants.
• Ensure Support Consultants are adhering to ticketing best practices and expectations as set by Support Managers and Head of Customer Care.
• Execute the roll out of initiatives and projects cascaded from Support Managers.

Requirements

• SaaS leadership experience.
• Experience and SME knowledge in HR and/or Payroll is a plus!
• Exposure to varied industries and business models e.g. owner operated, mid-large, flat structure and complex.
• Proven ability to handle escalations of customers and internal stakeholders relating to SaaS platforms; including technical and service.
• Proven ability to lead, manage, grow and coach teams.
• Previous exposure to roles requiring ongoing internal and external stakeholder management.
• Previous experience in managing workplace disputes, performance management discussions, coaching and delivering constructive feedback.
• Ability to proactively identify inidual, team and group areas of improvement for coaching and process areas.
• Exposure and comfortability to work in fluid, high change environments with disruption.
• Problem solving skills with a sound and thorough approach to troubleshooting.
• Ability to manage competing priorities by working autonomously, but requesting assistance where needed.
• Strong, polished verbal and written communication skills with the ability to translate between business and technical knowledge/terminology.
• High level of emotional intelligence and maturity.

Benefits

• Self, health, wealth and happiness programs.
• Remote first and flexible working arrangements.
• A generous budget to spend on setting up your home office (if you need a desk, chair, or screen? Weve got you covered!).
• We set you up for success with the latest and greatest hardware, tools and tech.
• Learning & development (including an external study policy, live monthly professional development classrooms, and premium online learning content!).
• Social events to get to know your new colleagues.
• Employee Share Option Program: be an owner of Employment Hero!

Why join Employment Hero?

• Raised $181M achieving unicorn status February 2022
• LinkedIn Top 25 Startups 2021, ranked #2 in Australia
• The Australian Top 100 Innovators List 2021
• Raised $140M Series E round led by Insight Partners July 2021
• Raised $45M Series D round led by Seek 2021
• Deloitte Technology Fast 50 2020, ranked #42 in Australia
• LinkedIn Top 10 Startups 2020
• Raised $22M Series C Round led by Seek July 2019
• Raised $8 mill series B round led by Seek and OneVentures
• Deloitte Technology Fast 50 2019, ranked #20 in Australia
• GetApp Category Leader Q1 2019
• Deloitte Technology Fast 50 2018, ranked #12 in Australia
• HRD Gold Medalist – Human Capital Management Systems 2018
• HRD Gold Medalist – Rewards and Recognition Service Provider 2018
• HRD Rewards and Recognition Employer of Choice 2018
• LinkedIn Top 25 Startups 2018
• EY Entrepreneur of the Year National Finalist 2018

**When applying for this position, please fill out all of the application questions, thank you*

Title: Licensed Customer Service Representative

Location: Austin TX US

The Role:

As a licensed Customer Care Specialist on LOOP s Support team you’ll be joining a group of mission-driven, service and insurance professionals. You ll be handling customer inquiries and helping policyholders with their policy needs by answering questions regarding quotes, coverage, rates, billing issues, and general policy reviews. You ll be delighting customers over the phone or via chat, collaborating with other Reps and Specialists as well assisting with ad-hoc projects & duties.

Training is provided along with ongoing collaborative support. Weekend and evening availability required.

Responsibilities:

• Handle calls and chats
• Process policy endorsements, billing requests, track and follow-up on outstanding items.
• Communicate with team members, and escalate items and issues when appropriate.

Qualifications

• Active Property & Casualty license
• 3 or more years of Property & Casualty insurance experience
• Strong verbal and written communication skills and ability to provide and accept constructive feedback
• Insurance policy support, rating or policy lifecycle experience
• Knowledge of underwriting guidelines is helpful
• Attention to detail and strong personal time management skills
• Ability to work independently and remotely
• Excellent computer and software skills (Google Suite, Slack, Zendesk, etc.)

Hourly Rate: $24.04 – $25.00

Details:

• This position is for full time, remote work, with the option to work out of our HQ in Austin, TX
• Employee Stock Options
• Health, dental and several ancillary benefits to choose from
• Matching 401K
• Flexible PTO
• Fourteen Weeks Paid Family Leave

Customer Support Specialist- Contractor

Remote

Affiliates & Ops

Contract

Remote

CrossFit is looking to hire a Customer Support Specialist Contractor for six (6) months.

The Customer Support Specialist will work directly with our external stakeholders, including affiliate owners, trainers, athletes, members and prospective members and customers via email. You will play an imperative role in supporting and advocating for our passionate and growing community.

RESPONSIBILITIES:

Respond to a wide variety of inbound support requests via email and chat

Partner with cross-functional and field teams to ensure seamless handoff and resolution of support requests

Ensure that news and updates are broadly communicated

Produce process and instructional documentation

Categorize inbound requests for reporting accuracy

KNOWLEDGE AND SKILL:

Proficiency in navigating company communications and programs

Excellent written and verbal communication skills

A problem-solver by nature – you identify and present solutions

Ability to work flexible hours and on-call rotation

Thrive in a fast-paced, dynamic environment

Experience working with technical teams to troubleshoot issues a plus

Competency with Google Suite and Confluence, a plus

EXPERIENCE:

Bachelor’s degree in a related field

CF-L1 preferred

2+ years of experience in Customer Support/Success, Account Management, Professional Services, or related disciplines.

2+ years of experience working with customers on Salesforce or other support software platform

3+ years as a member of the CrossFit Community

Proven ability to succeed on a remote team

CrossFit is a proud equal employment opportunity employer. We seek to recruit, develop, and retain qualified applicants from a variety of backgrounds, skills, and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, age, pregnancy, sexual orientation, gender identity, gender expression, past or present military service, disability, genetic information, or any other basis protected by applicable federal, state, or local laws.

Customer Support Specialist – Remote #2730

San Antonio, TX

Area of Interest

Call Center

Position Type

Full-time

Alternate Posting Locations

Georgia – Atlanta

Position Description

**This is a permanently remote position which can be home-based anywhere in the U.S**

Start Date: February 26th, 2024.

JOB SUMMARY

The Customer Support Specialist provides enterprise customer service and technical support for donors, fundraisers, event participants, staff and volunteers of the American Cancer Society through various channels, including phone, chat, email, and/or social media. The delivery of customer service and support to include customers’ fundraising/donation activities, ACS’ software and website interactions, events and volunteer related needs. The Specialist supports customers with specialized inquiries using various resources and technical applications. The Specialist demonstrates the highest level of customer service and promotes resolution of issues through positive and deeper customer engagement. The Specialist utilizes Salesforce for tracking, information gathering and/or trouble shooting issues or concerns.

MAJOR RESPONSIBILITIES

• Handles a high volume of inbound contacts regarding ACS income generation programs, events, volunteer interests and related websites and software.
• Assesses constituent requests and implied needs, using appropriate probing and clarifying questions.
• Attempts first contact resolution by leveraging technology and analytical skills to provide support and accurate information delivery. Takes complete ownership of requests, utilizing resource navigation and analysis skills to resolve constituent’s needs.
• Exercises independent judgment and discretion to appropriately triage urgent and/or complex technical issues to the appropriate level of support staff.
• Provides a high level of professionalism, customer service and cultivation with all customer interactions. Neutralizes escalated customers through excellent rapport and customer engagement.
• Resolves issues in multiple systems and ensures contacts and issues are correctly documented in all appropriate enterprise CRM systems.
• Utilizes administrative rights to troubleshoot and resolve web application, revenue generating and volunteer program issues.
• Employs extensive knowledge of ACS’ events, volunteer activities and programs to educate customers on how to navigate and use websites and tools’ features. Uses all available educational resources and trainings to keep abreast of new developments in relevant software, ACS policies and customer satisfaction techniques.
• Follows appropriate processes and procedures through use of Outlook, SharePoint and other tools.
• Promotes relationship development for continual constituent engagement and revenue growth. Identifies tailored opportunities to further engage customers to foster a mutually beneficial relationship.
• Assesses and reports opportunities for process improvements and report any website, related program outage or technical issue and customer feedback to appropriate resource.

OTHER RESPONSIBILITIES

• Abides by ACS policies and security requirements.
• Educates customers on additional engagement opportunities with the organization, as appropriate.
• Takes ownership of personal performance and development by engaging in coaching discussions with Manager.
• Additional duties as assigned, including projects and testing of new and enhanced process, procedures, programs and software.

Position Requirements

FORMAL KNOWLEDGE

• Some college and/or combination of two years business experience, preferably in a customer service-related position or tech support environment.
• Work from home experience desirable.

OTHER SKILLS

• Communicates effectively, with excellent written and verbal communication abilities required.
• Interpersonal savvy, with strong interpersonal skills required.
• Experience with managing ambiguity and complex situations.
• Demonstrated prioritization of customer focus by exhibiting strong ownership of customer concerns and thoroughly attempts resolution.
• Ability to read, comprehend and deliver information quickly to erse constituencies. Ability to multi-task within simultaneous oral and written activities.
• Skill in organizing resources and establishing priorities using analytical and problem-solving skills.
• Highly motivated self-starter who can also work as a member of a virtual team, leveraging a variety of channels to communicate with teammates and leadership.
• Strong computer skills required, including demonstrated experience with computer applications using Windows and related software applications.
• Typing proficiency of 50 WPM and ability to satisfactorily pass a pre-hire technology assessment and training assessments.
• Demonstrated experience working with Salesforce, online fundraising applications, mobile apps, social media, etc. preferred.
• Keen attention to detail & effective time management skills required.
• Comfortable working in a constantly changing environment, adapting quickly to new techniques and process changes, and can act as a change agent.
• Proven ability to multi-task, including the ability to read, comprehend and deliver information quickly to erse audiences.
• Ability to handle pressure/stress, handle responses to criticism tactfully and maintain professional demeanor.
• Demonstrates excellent judgment and decision-making skills.
• Spanish language fluency desirable but not mandatory.

SPECIAL MENTAL OR PHYSICAL DEMANDS

• Work is conducted within a virtual contact center environment. Home office must meet privacy and internet requirements.
• Available to consistently participate in approximately 9 weeks of required virtual training on a fixed schedule.
• Ability to adhere to a rigid schedule and work in a sedentary and somewhat repetitious environment. Flexible to work between the hours of 7:00 a.m. CST and 7:00 p.m. CST including weekends and holidays.

The starting rate is $20.25ph. The final candidate’s relevant experience/skills will be considered before an offer is extended. Actual starting pay will vary based on non-discriminatory factors including, but not limited to, geographic location, experience, skills, specialty, and education.

The American Cancer Society has adopted a vaccination policy that requires all staff, regardless of position or work location, to be fully vaccinated against COVID-19 (except where prohibited by state law).

ACS provides staff a generous paid time off policy; medical, dental, retirement benefits, wellness programs, and professional development programs to enhance staff skills. Further details on our benefits can be found on our careers site at: jobs.cancer.org/benefits. We are a proud equal opportunity employer.

Title: Customer Support Advocate

Location: Remote, United States

Hi! Before ing into the job details, let’s give you some context on who we are and what to expect when joining the team.

Typeform, launched in 2012 in Barcelona, drives more than 500 million digital interactions per year and integrates with hundreds of other business-critical tools. We’re expanding from a small Barcelona-based business to a truly international and remote company. We’re hiring talent across Spain, the United States, the United Kingdom, Germany, Colombia, France, Ireland, the Netherlands and Portugal. Be aware, the location is to be subjected to change, depending on the role.

Our vision is a world of more personal business relationships. Through our no-code Saas platform, we believe we can create that world by living our mission: To bring people closer with better conversations. We turn digital interactions into human connections, by offering people-friendly forms, quizzes, surveys, and asynchronous video solutions.

To do so, we look for people who are curious, ready to own their objectives, and passionate about taking organisations to their next chapter. But we are aware it’s not for everyone, our environment is perfect for those willing to become a change agent and roll up their sleeves to build our rocket ship.

About the Team

Our team embodies three core values that drive our mission: taking ownership, acting quickly, and expressing empathy. We believe in proactively tackling challenges, delivering results, and continually improving processes. Our team prioritizes swift decision-making and embraces experimentation. Above all, empathy guides our interactions, fostering a culture of customer-centricity and transparent communication. If you’re passionate about these values and ready to transform the way businesses connect and build relationships, join us in shaping the future of communication.

About the Role

We are currently on the lookout for an enthusiastic and technically skilled Customer Support Advocate’ to become a valuable member of our team. In this essential position, you’ll be a friendly face guiding our customers to success with VideoAsk using your technical expertise through video support. Additionally, you’ll help with general inquiries and support your fellow team members as needed. This position will also require flexibility in providing assistance to different products within our brand portfolio.

Things you will do:

As a Customer Support advocate, you will be responsible for:

• Engaging with Users: Responding to user inquiries primarily via asynchronous video and potentially other platforms as we grow.
• User Engagement: Proactively engaging with VideoAsk customers to gain insights and assist them in their early days of using the platform.
• Product Expertise: Becoming a guru on our entire product portfolio and providing training, guidance, and inspiration to users to help them maximize the value of our products.
• Issue Resolution: Troubleshooting and reporting issues in the platform to our engineering team, helping prioritize them, and crafting alternative solutions or workarounds for users.
• Data Management: Following best practices in data collection, tagging, and tracking to ensure efficient customer support operations.
• Customer Satisfaction: Delighting our customers by delivering high-quality answers and aiming to exceed their expectations for satisfaction.
• Collaboration: Being a team player and constantly providing feedback about new feature requests, pain points, and opportunities for innovation.
• Cross-functional Collaboration: Working closely with the rest of the VideoAsk team as an embedded resource to help close the loop with learnings and identify opportunities for improvement.
• Cross-product Collaboration: Provide assistance to our partner products when needed, supporting their customers, and playing an active role in driving the overall success of the organization.

What you already bring to the table:

• Technical Support Proficiency: Proficient in technical work and coding within the SaaS industry with a background in providing support for SaaS products.
• Product Passion: A strong passion for our product and a commitment to helping users achieve value.
• Technical Aptitude: Ability to handle technical questions, including API-related inquiries, directly with customers, and assisting less technically-inclined team members when needed.
• Problem Solving: Capability to understand people’s questions in a technical context and provide appropriate technical solutions.
• Confident & Outgoing: Confident and outgoing communication style with a humble approach.
• Adaptability: Ability to think on your feet, adapt, and improvise when required.

Extra awesome:

• Video Experience: Experience with recording yourself in video (e.g., vlogging).
• Technical Equipment Knowledge: You know how to setup AV equipment effectively
• Content Creation: You bring experience creating video tutorials for users.
• Startup Experience: You have prior experience working on early-stage products.

No one likes a guessing game that’s why we listed the salary range for this role. Does the range seem too high? Pro-tip: Never say that to a recruiter. Does it feel too low? Don’t worry! We’ll use the interview process to determine the ideal level and salary range for you based on your location, education, experience, knowledge, and skills. We also want to make sure pay is equitable across your team and that it aligns with market data, but let us worry about those details. $45,000 to $67,500

No one likes a guessing game that’s why we listed the salary range for this role. Does the range seem too high? Pro-tip: Never say that to a recruiter. Does it feel too low? Don’t worry! We’ll use the interview process to determine the ideal level and salary range for you based on your location, education, experience, knowledge, and skills. We also want to make sure pay is equitable across your team and that it aligns with market data, but let us worry about those details.

Pay range

$45,000$67,500 USD

*Typeform drives hundreds of millions of interactions per year, powering conversational, human-led experiences all over the world. We are proud to be an equal-opportunity employer. We celebrate ersity and do not tolerate discrimination and harassment of any kind, regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We believe that by celebrating our differences, we can win together.

Support Specialist 1

Job Category: Support

Requisition Number: SUPPO004697

Posting Details

Full-Time

Locations: United States

Job Details

Description

As a Support Specialist 1, you’ll be on the question-and-answer front lines, using your expert knowledge of our software to ensure our customers use WebPT’s product offerings to their full potential. That means learning WebPT products inside and outand communicating your expertise in ways that cater to a variety of different learning styles. This role requires creativity and flexibility. At WebPT, we like to hire the most talented team members, then give them the tools to do their jobs.

What You’ll Be Doing As A Part of Our Team

• Serve as the primary point of contact for all Members
• Answer inbound phone calls as primary responsibility, return calls, and follow up on emails
• Respond to a variety of technical and non-technical inquiries as quickly and accurately as possible
• Stay in communication with each Member until you’ve resolved their issue while documenting the progress of the issue throughout
• Escalate issues to the next level of Support when appropriate
• Monitor and track support cases within Salesforce, WebPT’s help desk and customer relationship management (CRM) system
• Provide feedback on, utilize, and contribute to the knowledgebase to facilitate quicker issue resolution
• Organize and prioritize caseload to meet SLAs and identify tickets in need of escalation
• Adhere to all confidentiality and compliance regulations, including HIPAA
• Reliable and punctual in reporting for work and taking designated breaks

What You Should Have to Qualify

• Communicate effectively over the phone and via email
• Be passionate about quality customer service
• Exude confidence
• Ability to navigate multiple web applications simultaneously, and be proficient with online meeting software and web conferencing tools
• Be able to juggle many technical and administrative tasks, all with a sense of urgency, simultaneously and accurately
• Be organized, ahead of schedule, communicative, and accountable
• Be solution driven for positive outcomes

Education and Experience

Required:

• Two years of experience in a fast-paced call center or customer service environment or combination of degree and experience
• Technical aptitude and proven ability to use web browser, web applications, and other forms of technology

Ideally, You Would Also Have These

• Experience working is a SaaS environment or with a similar EMR platform
• Five years Customer Service experience
• Medical admin or billing experience
• Help desk, troubleshooting, or call center experience

Culture is at our Core

• Service: Create Raving Fans
• Accountability: F Up; Own Up
• Attitude: Possess True Grit
• Personality: Be Minty
• Work Ethic: Be Rock Solid
• Community Outreach: Give Back
• Health and Wellness: Live Better
• Resource Efficiency: Do Ms With Menos

About Us

Here, we work hardbut we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you’re a can-do kinda person who loves to help Members win and enjoys working from just about anywherethen you’ll fit right in. We’ve got big plans, but we can’t achieve them without you. Join us, and let’s achieve greatness.

Company Perks

• Ample Time Off for fun and rest
• Work from nearly anywhere in the US
• WFH supply budget
• Time Off to make an impact through volunteering
• Multiple Employee Resource Groups (ERGs)
• Health, Dental, Vision, 401k, HSA, any many other benefits
• Authenticity and Acceptance

#LI-BL1

#LI-Remote

Qualifications

Skills

Required

Customer Service

Intermediate

Call Center

Intermediate

Experience

Required

2 years: Experience in a fast-paced call center or customer service environment or combination of degree and experience

Call Center Representative

locations

Work From Home, USA

time type

Full time

job requisition id

R20053248

Job Family

Sales Support / Operations

About Us

At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential unleashed by leveraging the talents of a erse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests.

Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.

Transamerica is a part of Aegon, an integrated, ersified, international financial services group. The Aegon companies employ over 21,500 people and have approximately 31.7 million customers.* For more information, visitwww.transamerica.com.

Who We Are

Transamerica has been making financial services available to the many, not just the few, for more than 100 years. We’re a leading provider of life insurance, retirement, and investment solutions, serving millions of customers throughout the United States. Transamerica’s dedicated professionals focus on helping people live their best lives through saving, investing, and protecting their loved ones. Transamerica is dedicated to building America’s leading middle market life insurance and retirement company, providing a broad range of quality inidual life insurance policies, workplace supplemental insurance benefits, workplace retirement plans, inidual retirement accounts, and investment products, including mutual funds, annuities, stable value solutions, as well as investment management services.

What We Do

Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, and Employee Benefits), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People and Places; Brand; Corporate Affairs; Risk; and Technology).

Job Description Summary

Serve as a main point of contact for the field force to provide information and guidance on licensing and appointments, commissions, coding, errors and omissions, mywfg.com website, systems, and other operational functions related World Financial Group (WFG), World Financial Group Independent Agents (WFGIA), and Transamerica Financial Advisors (TFA).

Job Description

Responsibilities

• Answer inbound calls and emails from the field force regarding licensing and appointments, commissions, coding, points, marketing promotions, and other operational functions. Obtain information from a variety of sources/systems and analyze account activity, products, and programs as needed.
• Monitor process queues to ensure service level agreements are met.
• Assist field force with navigation of various tools offered on the WFG website, WFG mail, Salesforce, etc.
• Develop and maintain relationships with the field force; help set expectations on processing times, peak times, etc.
• Participate in conference calls to stay up-to-date on available marketing programs.

Qualifications

• Bachelor’s degree in a business field or equivalent education/experience
• Two years of call center, customer service, or related work experience
• Excellent written and oral communication skills
• Strong customer service skills
• Strong problem-solving and decision-making skills
• Ability to prioritize multiple responsibilities, including high-volumes calls and processing
• Attention to detail
• Technical aptitude to assist field force with system navigation
• Proficiency using MS Office

Preferred Qualifications

• Experience in the financial services industry, including products, services, and general operational procedures
• Knowledge of WFG

Working Conditions

• Office environment

**Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to applicable pay transparency and compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.**

The hourly rate for this position generally ranges between $17.00 – $19.00 hourly. This range is an estimate, based on potential qualifications and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for an Annual Bonus of 6% based on the Company Bonus Plan/Inidual Performance and is at the Company’s discretion.

#LI-Remote

This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation in order to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.

What We Offer

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.

Compensation Benefits

• Competitive Pay
• Bonus for Eligible Employees

Benefits Package

• Pension Plan
• 401k Match
• Employee Stock Purchase Plan
• Tuition Reimbursement
• Disability Insurance
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employee Discounts
• Career Training & Development Opportunities

Health and Work/Life Balance Benefits

• Paid Time Off starting at 160 hours annually for employees in their first year of service.
• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
• Parental Leave fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
• Adoption Assistance
• Employee Assistance Program
• College Coach Program
• Back-Up Care Program
• PTO for Volunteer Hours
• Employee Matching Gifts Program
• Employee Resource Groups
• Inclusion and Diversity Programs
• Employee Recognition Program
• Referral Bonus Programs
• Peer Recognition Program (BRAVO)

* As of December 31, 2022

Inclusion & Diversity

We believe our commitment to ersity and inclusion creates a work environment filled with exceptional iniduals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women.

To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of ersity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of ersity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all.

Giving Back

We believe our responsibilities extend beyond our corporate walls. That’s why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.

https://www.transamerica.com/why-transamerica/aegon-transamerica-foundation

Transamerica’s Parent Company

Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has grown into an international company serving more than 29.5 million people across the globe. It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and ersity.

Customer Support Specialist

JOB DESCRIPTION

In short: Full-time, remote position in the US. Please only apply if you are currently residing in the US.

We are Gigs

• Gigs is for telecommunications what Stripe is for payments. We empower brands to offer their own mobile service for smartphones and wearables:
  • Businesses can brand and launch their own phone plans. This allows companies to create smooth customer experiences, attract and monetize new users and unlock new revenue streams.
  • Consumers can sign up and activate their SIM card or eSIM in less than 5 minutes, and easily manage their plan online.
• We are backed by Google Gradient Ventures and Y Combinator, as well as the investors behind Facebook, Dropbox, and Airbnb. As part of Gigs, you will have access to the teams, resources, and support from any company we work with. We count on a team of world-class advisors and angel investors that can help us navigate our rapid growth*.*
• Gigs was part of the YC W21 and YC Growth W23 batches and has recently raised a $20MM Series A.

The position

At Gigs, we’re looking for a dedicated and empathetic Customer Support Specialist to join our team. The ideal candidate will have a strong background in customer service and the ability to provide exceptional support through various communication channels.

If you’re passionate about technology and enjoy helping people, we’d love to hear from you! You will be one of the first hires at Gigs to focus exclusively on customer support and will play a fundamental role in the development of the function. You will work closely with Jonathan, our Customer Support Lead.

First-line customer support

• You will be the first line for Gigs Customer Support, offering a warm and understanding ear as the point of contact for our customers, helping with basic and advanced troubleshooting, serving customers via multiple channels.
• You will work in our support system, as well as other related internal systems, and ensure that all support queries are dealt with promptly, professionally, and in accordance with the SLAs under our customer contracts.
• You’ll provide exceptional support to resolve customer issues and requests swiftly.
• You will collaborate quickly and effectively with product, engineering and customer success to escalate problems and ensure relevant information is being passed on effectively and promptly.
• You will track and develop frequently asked questions with a view to improving our knowledge base and empowering our customers in order to reduce the number of support queries.
• You will think in terms of scale, understanding and anticipating where documentation, automation and process can be used to help our partners at volume. You may update training and support materials to include video and other media in order to deliver the maximum value to our customers.
• You will take a proactive approach in analyzing our processes, suggesting and implementing improvements to help our operations grow efficiently and effectively to provide world-class support (bonus points if you’ve launched or worked in a function such as Product Operations, Customer Operations or Programme Management).
• Join us in the exciting journey of building a brand-new team where your ideas and contributions make a difference!

About you

We know that perfect candidates don’t exist. Even if not all of this applies to you, we’d love to learn more about you.

• You have 3+ years of experience in Customer Support at a B2B or SaaS tech company. Extra brownie points if you have experience in the telecom industry!
• You’re great with people. Dealing with customer issues can be stressful, especially when things are not working as expected. You should be able to de-escalate a situation and not take an inidual’s opinion or mood personally. You genuinely care about putting customers first and love tackling complex problems, are extremely patient with a variety of customer issues and different audiences.
• You’re a problem solver. You love solving customers’ problems and can show initiative and lateral thinking to find solutions to unusual issues. You have a process-oriented mindset and are able to get things done in a fast-moving environment.
• You have excellent communication skills, both written and verbal.
• You have excellent analytical and problem-solving skills.
• You care about the customer experience. You are invested in ensuring our customers’ success. Your focus is on delivering value and ensuring Gigs has a business impact.
• You enjoy engaging the team. This means high involvement of all team members across all functions within Gigs and our partners.
• You love learning technologies as you go. You always want to find the right tool for the job, and don’t only follow what you already know.
• You think at scale. You look at systems in terms of how they can be scaled and have experience of improving processes to allow for greater volume (without significant drops in quality).
• You excel at prioritization and time management in a self-driven, collaborative environment.
• You’re a pro at navigating hybrid office environments and have prior experience working on a fast-pased, distributed team

Our offer

• Competitive salary based on experience.
• 21 paid vacation days per year (PTO).
• Generous stock options: We want everybody to be a true owner in Gigs (tax-free until exercised).
• Free phone and data plan
• Flexible working hours: We use meetings when needed and not per default.
• Get your perfect setup: Mac, Mechanical Keyboard, Plugins, IDE. We are flexible and cover whatever you need to do the best work of your life.
• A workplace built for remote-first work: We are building Gigs as a remote-friendly company, but we also believe in the magic of face-to-face interaction. That means we’re building ways to get you out of your home office from time to time:
  • Gigs Pads: Our collection of beautiful homes around the world, for when you need a work-cation getaway.
  • Gigs Republic: Our semi-annual sunny offsite, a time for us to all come together. Meet fellow Gigsters from around the world to spend quality in-person time with your team. Cook a delicious meal at our cooking competition, Gigs Table. Have fun playing games, going on a hike or get creative at a hackathon.
• If you’re passionate about being part of a dynamic team shaping the world of connectivity, we’d be delighted to receive your application today!

Customer Care Team Lead

Remote

Auckland, New Zealand

Customer Support

Full time

Forecast-Support

About us

Employment Hero is an Australian tech unicorn – valued at over $2 billion. Our world-class software is the easiest way for small and medium-sized businesses to manage HR, payroll, employee engagement, and benefits. We’ve grown 100% year-on-year since our inception in 2014, and now service over 200,000 businesses and 1 million+ active users globally. We have exciting growth plans for 2023 and beyond, powered by our mission of making employment easier and more valuable for everyone.

We take a Remote First approach with our team. Employment Hero can hire across the world, so long as candidates have eligible working rights and are in a suitable timezone to their colleagues. If you’ve got the skills for the role and the passion for our mission then we want to hear from you!

Employment Hero celebrates erse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

The Role

As a Customer Care Team Lead, you will work in the business driving and managing performance to the expectations of the Support Squad across the scope of BAU delivery. You will be supporting the Head of Customer Care and Customer Support Managers in executing and embedding initiatives.

Responsibilities

• Recruit, onboard, coach and develop a team of customer support agents by nurturing an environment where they can excel through encouragement, empowerment and meet clear expectations.
• Manage team roster, queue workflow, backlog, escalating priorities, SLA adherence and fifo workflow.
• Weekly and monthly agent and team metric reporting, surfacing insights and solutions needed to resolve.
• Responding to and resolving inbound support tickets, customer & agent escalations, and phone call questions related to the Employment Hero Platform as needed based on volume.
• Triage customer support issues and liaise with the appropriate team (e.g. Product & Engineering) to resolve as needed.
• Champion ongoing process improvement and best practice suggestions to implement amongst the Support team, and providing internal support for the wider business.
• Conduct testing across the platforms to identify user error/system logic and investigate root causes in order to maintain platform knowledge and Support Consultants.
• Driving the responses and resolutions to negative CSAT and NPS feedback to determine root causes of issues, and further recommendations for customer account improvement through Support Consultants.
• Ensure Support Consultants are adhering to ticketing best practices and expectations as set by Support Managers and Head of Customer Care.
• Execute the roll out of initiatives and projects cascaded from Support Managers.

Requirements

• SaaS leadership experience.
• Experience and SME knowledge in HR and/or Payroll is a plus!
• Exposure to varied industries and business models e.g. owner operated, mid-large, flat structure and complex.
• Proven ability to handle escalations of customers and internal stakeholders relating to SaaS platforms; including technical and service.
• Proven ability to lead, manage, grow and coach teams.
• Previous exposure to roles requiring ongoing internal and external stakeholder management.
• Previous experience in managing workplace disputes, performance management discussions, coaching and delivering constructive feedback.
• Ability to proactively identify inidual, team and group areas of improvement for coaching and process areas.
• Exposure and comfortability to work in fluid, high change environments with disruption.
• Problem solving skills with a sound and thorough approach to troubleshooting.
• Ability to manage competing priorities by working autonomously, but requesting assistance where needed.
• Strong, polished verbal and written communication skills with the ability to translate between business and technical knowledge/terminology.
• High level of emotional intelligence and maturity.

Benefits

• Self, health, wealth and happiness programs.
• Remote first and flexible working arrangements.
• A generous budget to spend on setting up your home office (if you need a desk, chair, or screen? We’ve got you covered!).
• We set you up for success with the latest and greatest hardware, tools and tech.
• Learning & development (including an external study policy, live monthly professional development classrooms, and premium online learning content!).
• Social events to get to know your new colleagues.
• Employee Share Option Program: be an owner of Employment Hero!

Why join Employment Hero?

• Raised $181M achieving unicorn status February 2022
• LinkedIn Top 25 Startups 2021, ranked #2 in Australia
• The Australian Top 100 Innovators List 2021
• Raised $140M Series E round led by Insight Partners July 2021
• Raised $45M Series D round led by Seek 2021
• Deloitte Technology Fast 50 2020, ranked #42 in Australia
• LinkedIn Top 10 Startups 2020
• Raised $22M Series C Round led by Seek July 2019
• Raised $8 mill series B round led by Seek and OneVentures
• Deloitte Technology Fast 50 2019, ranked #20 in Australia
• GetApp Category Leader Q1 2019
• Deloitte Technology Fast 50 2018, ranked #12 in Australia
• HRD Gold Medalist – Human Capital Management Systems 2018
• HRD Gold Medalist – Rewards and Recognition Service Provider 2018
• HRD Rewards and Recognition Employer of Choice 2018
• LinkedIn Top 25 Startups 2018
• EY Entrepreneur of the Year National Finalist 2018

**When applying for this position, please fill out all of the application questions, thank you*