Customer Service VA

Customer Experience Associate

Los Angeles, CA

Customer Experience — Support

Full Time (Fully Remote), Monday – Friday 8am – 5pm PST

JOB DESCRIPTION

The Customer Experience Team is excited to virtually interview, hire, and on-board with thoughtful precautions taken every step of the way. All Customer Experience teammates will work remotely.

We’re a growing team of inclusive, motivated, and proactive individuals, and we’re looking for new Customer Experience Associates to join us!

The ultimate mission for the Customer Experience Team is to provide a seamless support experience for all STEEZY Studio members in every step of their dance journey! We love what we do and ensure that our work contributes to STEEZY’s overall mission to make dance the next big sporting category, starting with the best online dance classes.

Are you a naturally empathetic problem solver? Do you love helping people? Is the journey just as important as the destination for you? Are you looking for a team to motivate you to grow and develop your skills? If so, you may be just who we’re looking for!

The new Customer Experience Associate will engage with our member base through??email support communication, and assist our members with cancellations, refunds, account management, and any questions or issues they might be experiencing.

What you are accountable for:

Complete mastery and knowledge of STEEZY Studio’s registration flow, subscription and account management, products/features, and refund process to balance business and member needs

Responding to members in an efficient, friendly, and professional manner over??email, ensuring the highest possible level of customer satisfaction and advocacy

Requirements:

– At least 3 to 5 years working in a professional office/tech environment
– At least 3 to 5 years working in a customer support/experience role
– Experience working in USA time zones from the Philippines
– Must have experience working with Zendesk or similar tools
– Experience working with consumer payment portals like Stripe, PayPal, Apple App Store, Google Play Store, etc.
– Experience using communication and management software like Slack, Notion, Google Docs, etc.
– Fluent in English for both written and spoken
– Please include “STEEZY CS” in the subject of your application
– Demonstrated communication skills, both written and verbal
– Demonstrated understanding of consumer apps and technology
– Demonstrated problem-solving skills, the ability to identify the root cause of various issues

The following would be excellent, but not required to have:

Dance experience

Demonstrated experience with subscription-model support

Familiarity with STEEZY Studio

Familiarity with hip-hop and dance culture

It’s our mission to make dance accessible to everyone, and we’re building an amazing place to work for that mission. We think of ourselves as creative craftspeople, centered around a growth mindset who embrace feedback from anyone.