Remote Customer Support Representative (West Coast)

About our client

Our client is a cloud-based auto-repair shop management system with a focus on customer care and innovation. The team is dedicated to maintaining transparency, integrity, and a strong service-oriented approach.

Founded in Houston, Texas in 2015, the hiring company has been committed to providing reliable customer service and continues to grow rapidly while upholding a customer-centric philosophy.

About The Role

They are seeking motivated individuals to join their exceptional team and contribute to enhancing their industry-leading software. The company aims to improve product usability, streamline processes, and strengthen partnerships within the industry.

Customers value the company's products and services, and the team is passionate about delivering exceptional customer experiences and advancing together towards their goals.

Join the journey and contribute to building something great!

What You'll Do

• Provide customer solutions by identifying issues through communication channels such as phone, chat, or email, and recommending appropriate resolutions promptly.
• Ensure customer satisfaction by delivering exceptional service with courtesy, empathy, and efficiency.
• Maintain transparency when addressing product errors with customers.
• Collaborate with the development team to report and resolve bugs efficiently.
• Update customer records and manage customer interactions effectively.
• Stay up-to-date on product and industry knowledge, demonstrating strong soft skills.
• Gather customer feedback through reviews.
• Meet or surpass performance targets.

What You'll Bring

• Minimum of 1 year of customer-facing experience (SaaS experience preferred).
• Proficiency in basic technical troubleshooting.
• Strong empathy for customers and a drive for growth.
• Excellent interpersonal skills and problem-solving abilities.
• Familiarity with CRM and ticketing systems (experience with HubSpot and Zendesk is a plus).
• High energy, initiative, and professionalism.
• Ability to quickly establish rapport with customers.
• Self-motivated with strong organizational and detail-oriented skills.
• Excellent written and verbal communication skills.
• Sound technical aptitude.
• 2 years of experience in a contact center.
• 2 years of experience with Zendesk.
• Candidates in the west coast region preferred.
• Availability for an 8 am to 5 pm shift (PST).

Who You Are

Successful candidates will embody the following core values:

• Build things that matter:
• Passion for creating impact and driving positive change.
• We’re all entrepreneurs:
• Thrive in a dynamic, startup-like environment and embrace continuous learning.
• Yes before no:
• Open-minded, excited about new ideas, and analytical in a strategic sense.
• We matter to each other:
• Value teamwork, ethics, integrity, and confidentiality in a collaborative setting.

What They Offer:

Healthcare Insurance and Leave:

• Flexible work arrangements.
• Generous PTO.
• Comprehensive leave programs including maternity, paternity, medical, and family care.
• Excellent Medical, Dental, Vision, and Prescription Drug Coverage.

Financial Benefits:

• 401(k) Retirement Savings Plan with a 6% Match.
• STD, LTD, Life, and AD&D Insurance.
• Wellness benefits and activities allowance.
• Education Assistance for undergraduate, graduate, and continuing education.