Customer Support Representative

— Logistics Summary —

• Position: Customer Support Representative
• Type: Part-time (Opportunity to grow into Full-time)
• Schedule: 9:30 am – 1:30 pm U.S. Eastern Time Zone
• Location: Remote
• Hours: 20 per week
• Compensation: $6-$8/hr

Seeking you… if you:
• enthusiastically foster a genuine, low-ego environment
• can communicate proactively, sharing information and updates without being prompted
• take feedback with an insatiable desire to excel, learn, persevere, and optimize
• have been told that you “care too much” about precision of details and pride yourself on the accuracy of links, dates, and tedious bits of info
• geek out on new tech tools and take pride in being a fast-paced learner to deliver a high-quality customer experience
• love being clear on next steps, timing, and expectations of deliverables
• are resourceful, proactive, and a problem solver – heck, you thrive on it!

— Who We Are —

GoReminders (Click to view) is on a mission to eliminate no-show appointments for appointment-based businesses, and helping them save time and grow revenue!

GoReminders is simple, yet robust and extremely useful. Businesses often lose money when a client doesn’t show up for an appointment, and even more time and money is wasted calling the client to remind them of an upcoming appointment. With GoReminders, the business schedules the appointment into the system, and the client automatically receives a reminder via text message or email in advance of the appointment.

We’re passionate about supporting hair salons, lawyers, dentists, auto repair shops, tattoo shops, and other small businesses that make up the bulk of our customer base. We’re a team united by our shared values of nurturing small businesses and guiding them through growth.

— The Role Logistics —

We’re looking for someone obsessed with customer service, who prides themselves on attention to detail, has amazing organization and follow-through skills, and is a resourceful problem solver – heck, you thrive on it!

This role is long term, just as we hope our customers’ businesses are long term!

Must be available for U.S. Eastern Time Zone business hours of 9:30am-5:30pm Mon-Fri.

This is a 100% remote, part-time position with flexible hours. There is an opportunity to grow to full-time over time. We welcome the potential for growth with this position, as you will be an integral part in expanding our customer base!

We highly encourage LGBTQ+ and BIPOC applicants, differently-abled, neurodiverse candidates, and international candidates to apply.
Responsibilities and Areas of Need

Below is a list of areas where we have gaps and need your help, in priority order. Bonus if someone has multiple areas of interest. Mega bonus if someone has multiple areas of interest AND experience AND they love what we do AND they can keep up with high performers.

– Organize and respond to daily customer support tickets via emails and in-app chat using clear, empathetic, and customer-friendly language. Averaging 80 to 100 support tickets per week and growing.
– Maintain organized notes, follow up on action items, and delegate action items that need someone else’s expertise to handle.
– Ensure all customer issues are resolved and open communications closed.
– Identify and enter the data for feature requests. Monitor feature requests for patterns and share your learnings with the team.
– Communicate with team members if a task stalls / isn’t progressing as planned and escalate as needed to ensure all loops get closed.
– Reach out to free trial users and answer their questions.
– Maintain ongoing playbooks to help optimize our internal documentation and procedures for delivering exceptional customer experience.
– Build out and maintain knowledge base documentation articles that will often include screencasts with you speaking to narrate the videos.
– Perform Zoom or phone calls with customers to walk them through solutions.
– Record video tutorials of product features.

— Skills That Will Enable You to Thrive —

– You are able to learn quickly, aren’t afraid to ask questions, take initiative, and are proactive with your communication.
– You excel at balancing thoroughness and efficiency in a 100% remote work environment.
– You have an internal drive with strong organization and prioritization skills, exceeding expectations with very limited supervision.
– You take pride in refining your communication, both written and verbal, to speak customer-friendly language and de-escalate stressful situations so that customers feel supported.
– You appreciate personal development, learning, and are passionate about your own growth.
– You read and follow instructions with precision. Special note to see if you’re paying attention- put the secret code “Remind me” in the second to last application question.
– You are quick to pick up new tech and tools. We work in a variety of online tools and you will need a basic understanding of: Intercom, Slack, Zoom, Confluence docs, basic graphic design with screenshots/screensharing to help customers.
– You have a reliable computer and internet connection and can use video-conferencing services such as Zoom.

— Why It’s Awesome to Join Our Team —

1) You’ll work with extraordinary people. Everyone on our team has unique superpowers that are well honed in different areas. If you like working with passionate, communicative, talented, accountable, creative, generous, fun, and ambitious people… that’s us.

2) [Contingent upon 90 day review] Equipment and furniture – we want to make sure your physical work environment works well for you. We will invest in tech/productivity hardware for you as needed – whether that’s a laptop, external monitor, a comfortable desk or chair, a whiteboard, or whatever you need that will help you be productive and feel good doing it.

3) [Contingent upon 90 day review] Professional Development – from books to online courses and anything else that will help you up your game – we’ll invest in you!

To Apply: Click to view/o/GK2/apply