Location: Kuala Lumpur, Malaysia

About the department

The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone, email, chat and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, we are always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - for better service and future product development.

What you'll do

Do you like solving complex problems? Are you great at helping a team grow to surpass their potential together? Do you enjoy interacting with people at all levels and roles?

As a Technical Support Manager at Cloudflare you will:

Provide World-Class Support to our Millions of Customers - You will help the team triage and answer high priority tickets from both top partners and free customers, understand our customers needs and problems, in depth, in order to provide insights on them to the company and solve them, and are confident in addressing customer escalations with team members.

Manage Technical Support Engineers - You will coach the team to excel at their jobs, manage individual and team projects to on-time completion, have regular one-on-ones with everyone on your technical support engineering team, encourage professional development, help with training and QA, manage the support hiring process, and keep team morale high.

Help Manage and Improve Tools and Processes -You will manage and continuously improve our processes for helping customers, managing the team, and working with the rest of the company. They will also help to manage all of our support tools and software.

Work Cross-Functionally With Other Teams - You will work with other teams to guide projects that help the support team, customers and the company. You will act as the Voice of the Customer to communicate clearly the requests and problems our customers are reporting to the rest of the company through to resolution.

Examples of desirable skills, knowledge and experience

• Minimum of 3 years of team lead or management experience, with teams of 4 or more people
• Experience managing Support Engineers' performance and development
• Strong experience at hiring, coaching, and training Support Engineers
• Experience managing a team to meet and exceed their individual, team, and company goals
• Minimum of 5 years technical support experience for SaaS/PaaS enterprise solutions
• Fundamental understanding how the Internet works (OSI Model) 
• Knowledge of DNS, SSL/TLS, HTTP, and network related concepts
• Familiarity with command line and command line tools including curl, dig, traceroute
• Experience providing global support that follows the sun 24x7x365
• You have strong communication skills, both verbal and written
• Past experience or interest in working at a fast-paced and high-growth company
• Ability and willingness to work occasional weekends, holidays, and after hours

Location:Remote (U.S. Only - AZ, DC, CA, CO, FL, GA, ID, IL, IN, MA, MD, ME, MI, MN, NC, NM, NV, NJ, NY, OR, PA, SD, TN, TX, VA, WA, WI) 

Hours:Monday through Friday, 8am - 5pm in your time zone (unless otherwise noted in hiring process).

Your impact:

Handshake is looking to bring on a Support Specialist, Contractor to provide support to our employer, student, and career services users. This role is a 6 month contract with the possibility of contract extension or conversion to our permanent Support Specialist role upon evaluation of fit for the role and company needs. If you are resourceful and attuned to detail, love digging into a complex and technical product, building strong relationships with customers and team members, and solving a wide variety of questions, bugs, and workflow needs - this is the role for you! 

You will work closely with our Support Team to provide efficient and effective support and contribute to an overall seamless experience for users. You will help unblock our users, share trends and learnings with the Support Team, and continue to improve the customer experience and our team operations.As an advocate for our career centers, students, and employer users, you’ll improve the Handshake user experience and make an impact on our mission to democratize opportunity.

Your role:

• Contribute 40 hours per week during our business hours, Monday through Friday. Provide amazing email and phone support to Handshake customers via internal ticketing systems. Your day-to-day will consist of:

  • 90%: resolving questions, bugs, feedback, and general inquiries. See daily averages below:

    • Ticket Volume: ~20 - 30 email tickets per day

    • Phone Volume: ~10 calls over a 4 hour daily phone shift

  • 5%: attending team meetings (1-3 per week)

  • 5%: completing administrative tasks (emails, checking daily announcements, training, etc.)

• Note: email and phone tickets will involve highly technical troubleshooting and workflows, building and troubleshooting custom reports, and making sure to provide tailored, personal responses while building relationships

• Use app demo environments, troubleshooting tools, help center, team communication channels, and internal documentation systems to find the quality answer for a wide range of users

• Maintain a standard level of excellence in regards to response times, resolution times, equal share of queue, and the quality of the customer support experience

• Be both a support specialist and an experienced consultant for users of the Handshake platform

Utilize internal tools to manage issues between Customer Support, Customer Success, Product, and Engineering

Your experience:

• Location:if working from home, you must be located in AZ, DC, CA, CO, FL, GA, ID, IL, IN, MA, MD, ME, MI, MN, NC, NM, NV, NJ, NY, OR, PA, SD, TN, TX, VA, WA, or WI.

• Technical Aptitude:Ability to learn technical tools and concepts quickly

• Resilience: Comfort with change and ambiguity.We’re a growing startup and always refining processes, tools, etc!

• Teamwork:Connects with teammates and actively builds a sense of community on Support and with other teams. Collaborates with manager and team on daily or weekly guidance on ticket workflows and prioritization.

• Communication:Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language. 

• Results oriented and ownership:Ability to maintain or exceed ticket and quality goals. High level of self accountability and integrity for processes and metrics. 

• Passion for the problem:Desire to help give people the chance to build the career they want, no matter where they're from or what school they attend

• EQ:A strong sense of empathy with users of our products and cross functional partners 

• Critical Thinking:High attention to detail and ability to troubleshoot with limited information and a clear plan of action. 

• Expertise and Curiosity:Retains knowledge, shows ability to partially solve issues independently, and asks questions to increase personal knowledge. Isn’t afraid to do independent research on third party tools and systems to find answers.

• Growth Mindset:Positive, eager to learn, utilizes resources, takes and gives feedback, connects with support team and key cross team stakeholders.

• Diversity and Inclusion:Eagerness to contribute to and help build a diverse and inclusive team and exhibit these values internally and externally with customers or users.

• Coverage:Can provide a regular schedule to provide consistent assistance to users. Based in the U.S. and is not a current student. 

Bonus areas of expertise:

• ZenDesk experience

• Programming, IT, data analysis or computer science courses, major or certifications

• EdTech or Higher Edu, customer service, leadership background, majors, courses, certifications

• Previous experience working in an Enterprise SaaS Customer Support team at a fast-paced startup or hypergrowth tech company, or customer focused position involving technical knowledge of a company's products and services

• Relevant experience in cross - functional communicationor close partnerships with various teams (Success, Sales, Product etc)

Compensation range: 

Remote: $25 per hour

​​About the Role:

The Senior Manager, Customer Support will drive us towards a consistent customer experience leading a team of H&H internal CX Supervisors and Agents. This role is filled with people leadership responsibilities requiring excellence in high output operations coupled with a superb customer touch.

Reporting to the Director of Customer Support, you will partner with our Training, Quality, WFM, Tech/Product and BPO teams to achieve the service levels set out by the organization. You will lead with structure, clarity and high expectations all with a people first mentality.

You Will:

• Lead a team of Supervisors who lead a team of front-line agents supporting customers across multiple channels.
• Act as a communication bridge between the broader business and our customer sharing information and insights in both directions.
• Become a subject matter expert in a core function of our business in support of healthy growth for the business line.
• Lead our journey to optimize for a perfect balance between a high level of production combined with an even higher level of quality.
• Understand our goals, utilize our analytics solutions and create positive change for our agents and our customers.
• Sit as part of our Customer Support leadership team planning budgets, strategy, goals, org planning and overall execution of these initiatives.

You Have:

• 10+ years of experience in a high-growth, people focused customer support environment including being a manager of managers.
• Relevant experience in a work from home environment with a team of 100+.
• Experience working in the healthcare industry, with an understanding of healthcare operations and dynamics, is a plus.
• Maximum comfort in an always changing and sometimes ambiguous environment.
• The relentless ability to get to answer independently while being a teamplayer first.

Preferred Qualifications: 

• People Management: history of successfully leading teams of people through rapid growth and change.
• Customer Support: expertise in working with internal and external customer support teams of 100+ agents, ideally in a remote ecommerce environment.
• Change Management: proven ability to identify opportunities for improvement, communicate for consensus and follow through to implementation.
• Quality & Quantity: strong examples of being able to drive a positive customer and agent experience maximizing quality without sacrificing productivity.

Our Benefits (there are more but here are some highlights):

• Competitive salary & equity compensation for full-time roles
• Unlimited PTO, company holidays, and quarterly mental health days
• Comprehensive health benefits including medical, dental & vision, and parental leave
• Employee Stock Purchase Program (ESPP)
• Employee discounts on hims & hers & Apostrophe online products
• 401k benefits with employer matching contribution
• Offsite team retreats

#LI-Remote

The Technical Support Specialist’s main responsibility is to troubleshoot complex customer cases. Technical Support Specialists are responsible for troubleshooting issues with the Elation and Passport applications via email, phone, and screenshare. Technical Support Specialists collaborate with other members of the team, as well as other customer facing teams and external vendors. Technical Support Specialists are experts on the Elation and Passport applications, attentive to detail, can manage multiple tasks at a time and have strong collaboration skills. Technical Support Specialists are self-starters and owners, leveraging both their knowledge of technical tools, our customers and our product to strive for the best possible outcome on every issue they are responsible for; they are attentive to detail, analytical, and empathetic in their approach to our work. 

Responsibilities

[65%] Field customer issues which involve common application/technical troubleshooting including log analysis, routine escalations and vendor communication.

• [15%] Collect pertinent information from customers and escalate cases when needed
• [10%] Mentor and assist with training for Senior Customer Support Specialists
• [10%] Assessing and addressing knowledge gaps by identifying and providing feedback as well as through building or suggesting articles or other SOPs.
• Participate in weekly urgent shift rotation
• Participate in 2 to 3 weekend/holiday on-call rotations per year

Personal Qualifications

• Manages time effectively and works independently, self-starter
• Detail oriented and able to manage multiple tasks at once
• Collaborates effectively with both customers and internal teams
• Empathetic in their approach to work, and passionate about the user experience we support
• Demonstrates strong written and verbal communication skills, professionalism
• Effectively ascertains when work requires escalation to leads or manager 

Bachelor’s degree or equivalent experience

• 1-2 years of experience in a customer service, customer-facing or healthcare environment 
• 1 year of experience in a technical support role is recommended
• Familiarity with Salesforce, Jira & Looker platforms is recommended

Salary: $60,000 - 70,000 USD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.

As a healthcare technology company whose mission is to support IPCPs and frontline healthcare workers, and as a tight-knit company where we have the utmost concern and care for our team members, Elation Health has adopted a Mandatory COVID-19 Vaccination Policy. 

This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities.

We will not require any candidates to be vaccinated in order to interview for our open positions, but all new hires at Elation will be required to share a copy of their vaccination certification or present documentation to request an exemption. 

In compliance with the EEOC, any team member in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must provide People Ops (hr@elationhealth.com) with appropriate documentation. For a medical exemption, we require a doctor’s note, and for a religious exemption, we require a note from the team member outlining the request.

Seniority Level:Associate

Location:London, UK (Remote)

About the role and about You:

The Community Support team at Zwift work directly with our members delivering an authentic support experience that is human, straight-forward, and as effortless as possible. We interact with members from around the globe by email, live chat and phone, resolving problems with empathy, while offering guidance that empowers our members to achieve their goals and get the most out of Zwift.

For this role, we are seeking an individual fluent in both written and spoken English and German.The ideal candidate will excel in collaboration, working closely with our front-line support teams, the wider Community Support team, and stakeholders from across the business. You’ll be customer obsessed, relentlessly curious, and able to turn problems into solutions. You’ll have a positive approach to all you do, with a can-do attitude and the drive to focus on progress over perfection.

You will thoughtfully manage competing priorities with attention to detail, be a skilled communicator and advocate for the community, who can simplify technical concepts, sniff out trends, solve problems and provide a smooth and effortless experience for internal and external customers.

If you’re passionate about being part of a diverse, inclusive community for our members and delivering on our mission of More People, More Active, More Often, then Zwift is for you.

What you’ll do: 

• Become the expert on all things Zwift, leading the way in understanding our products, services, and subscriptions.
• Communicate with members through all available channels at Zwift, including email, chat, phone, and forums.
• Deliver an effortless customer experience to our Zwift community when they reach out for support via chat, phone and email.
• As a language specialist, assist in conducting QA assessments on our partner sites to ensure high-quality work both internally and externally.
• Ensure our Community Support colleagues have all available up to date information to be able to support our members when they reach out for support.
• Be the voice of the Community in relation to their experience with our hardware and Zwift app, creating and influencing policy and process to drive a positive effortless experience.
• Track metrics and qualitative feedback from retrospective reports to drive improvements.
• Collaborate with teams around Zwift to promote an environment of continuous improvement, communicating member pain points and influencing priorities for change.
• Become a valued and engaged member of our team, actively participating in our virtual team environment and collaborating with front-line support, the wider Community Support team, and stakeholders across the business.
• Remote or Blended Work: Exhibit strong time management, consider global dynamics, communicate emerging issues effectively, and maintain a distraction-free work environment.

What we’re looking for:

• The ideal candidate is experienced and skilled in handling customer inquiries with a positive attitude, resolving issues effectively, and prioritizing the customer’s needs in every decision.
• Fluency in German and English: Strong written and verbal communication skills in both languages.
• Ability to Work Independently: Demonstrated self-motivation and responsibility to manage tasks, make decisions, and solve problems with minimal supervision. Comfortable setting priorities, meeting deadlines, and adapting to changing priorities.
• Excellent proactive problem solving skills, focused on continuous improvement.
• Excellent attention to detail, with a proven ability to adhere to processes and procedures while investigating new issues.
• Ability to implement data-driven changes by effectively influencing and collaborating with cross-functional teams.
• Can handle tasks with confidence, but also understand how important it is to work together with the team to achieve great results.
• Willing to dive in and do whatever it takes to support your team during times of change, viewing these moments as opportunities to grow, contribute to the future, and continuously learn and adapt.

Bonus points:

• Experience working with a BPO (Business Process Outsourcing) is valuable, as it means you understand managing outsourced services, working with clients and vendors, and adapting to different processes.
• Experience with CRM software like Kustomer, Shopify for e-commerce management, and JIRA for project tracking and collaboration.
• Cycling, running, or indoor training knowledge would be a plus, but don’t worry if you’re not an expert yet—your enthusiasm to learn and dive into the Zwift experience is what counts!

Seniority Level:Associate

Location: US Remote

About the role and about You:

The Community Support team at Zwift work directly with our members delivering an authentic support experience that is human, straight-forward, and as effortless as possible. We interact with members from around the globe by email, live chat and phone, resolving problems with empathy, while offering guidance that empowers our members to achieve their goals and get the most out of Zwift.

For this role, we are seeking an individual fluent in both written and spoken English and German.The ideal candidate will excel in collaboration, working closely with our front-line support teams, the wider Community Support team, and stakeholders from across the business. You’ll be customer obsessed, relentlessly curious, and able to turn problems into solutions. You’ll have a positive approach to all you do, with a can-do attitude and the drive to focus on progress over perfection.

You will thoughtfully manage competing priorities with attention to detail, be a skilled communicator and advocate for the community, who can simplify technical concepts, sniff out trends, solve problems and provide a smooth and effortless experience for internal and external customers.

If you’re passionate about being part of a diverse, inclusive community for our members and delivering on our mission of More People, More Active, More Often, then Zwift is for you.

What you’ll do: 

• Become the expert on all things Zwift, leading the way in understanding our products, services, and subscriptions.
• Communicate with members through all available channels at Zwift, including email, chat, phone, and forums.
• Deliver an effortless customer experience to our Zwift community when they reach out for support via chat, phone and email.
• As a language specialist, assist in conducting QA assessments on our partner sites to ensure high-quality work both internally and externally.
• Ensure our Community Support colleagues have all available up to date information to be able to support our members when they reach out for support.
• Be the voice of the Community in relation to their experience with our hardware and Zwift app, creating and influencing policy and process to drive a positive effortless experience.
• Track metrics and qualitative feedback from retrospective reports to drive improvements.
• Collaborate with teams around Zwift to promote an environment of continuous improvement, communicating member pain points and influencing priorities for change.
• Become a valued and engaged member of our team, actively participating in our virtual team environment and collaborating with front-line support, the wider Community Support team, and stakeholders across the business.
• Remote or Blended Work: Exhibit strong time management, consider global dynamics, communicate emerging issues effectively, and maintain a distraction-free work environment.

What we’re looking for:

• The ideal candidate is experienced and skilled in handling customer inquiries with a positive attitude, resolving issues effectively, and prioritizing the customer’s needs in every decision.
• Fluency in German and English: Strong written and verbal communication skills in both languages.
• Ability to Work Independently: Demonstrated self-motivation and responsibility to manage tasks, make decisions, and solve problems with minimal supervision. Comfortable setting priorities, meeting deadlines, and adapting to changing priorities.
• Excellent proactive problem solving skills, focused on continuous improvement.
• Excellent attention to detail, with a proven ability to adhere to processes and procedures while investigating new issues.
• Ability to implement data-driven changes by effectively influencing and collaborating with cross-functional teams.
• Can handle tasks with confidence, but also understand how important it is to work together with the team to achieve great results.
• Willing to dive in and do whatever it takes to support your team during times of change, viewing these moments as opportunities to grow, contribute to the future, and continuously learn and adapt.

Bonus points:

• Experience working with a BPO (Business Process Outsourcing) is valuable, as it means you understand managing outsourced services, working with clients and vendors, and adapting to different processes.
• Experience with CRM software like Kustomer, Shopify for e-commerce management, and JIRA for project tracking and collaboration.
• Cycling, running, or indoor training knowledge would be a plus, but don’t worry if you’re not an expert yet—your enthusiasm to learn and dive into the Zwift experience is what counts!

For All US Based Full-Time Positions:The base salary for this position ranges between $56,500 to $88,500. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, qualifications, and geographic location. In addition to base salary, Zwift is proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes performance bonuses, equity, and a full range of medical, financial, and other perks and benefits.

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

The Regional Technical Support Engineering Manager will significantly contribute to the success of LivePerson’s Global Customer Care. This leader will ensure that SLAs are achieved and prepare the regional team to deliver an outstanding customer experience. Essential collaboration in this role will be with the different Customer Care, Engineering, and Success teams and external stakeholders.

You will report to the Regional Support Director

You will:

• Effectively manage the daily operations of a Support Engineering team, ensuring the successful resolution or escalation of issues from customers and internal teams.
• Provide hands-on technical assistance to the team and ensure best practices and correct troubleshooting methodologies are followed.
• Develop customer-centric communication processes, emphasizing empathy and providing the best possible outcomes, even when immediate solutions are unavailable.
• Execute continuous improvement of existing software applications and architecture, consistently ensuring quality deliverables.
• In collaboration with our global managers, develop long-term customer care strategies and processes to scale the organization efficiently and budget-consciously.
• Establish and maintain quality metrics and standards for the Support Engineering team, identifying challenges and opportunities for improvement.
• Conduct regular 1:1 meetings with team members, providing constructive feedback and supporting their skills development.
• Ensure the successful onboarding and development of Technical Support Engineers.
• Evaluate knowledge ramp-up opportunities to ensure advanced skills in the latest technologies used by LivePerson.
• Collaborate cross-functionally with senior leaders to implement operational improvements and ensure our customer experience remains highly regarded.
• Advocate for customers within LivePerson, representing their needs, feedback, and requests in various forums.
• Foster high employee satisfaction within the team.
• Drive and work frequently with cross-functional teams on global projects.
• Build and maintain close relationships with Engineering, Sales, and Success teams, ensuring SMEs are fully versed on the relevant products, services, and account health.
• Analyze customer data and metrics to identify trends and patterns and provide feedback to the support team and management.
• Participate in 24/7 on-call duties and be available for unforeseen situations that require close monitoring and attention.
• Develop career opportunities for the team members.

Skills and Abilities 

• A highly motivated individual with a positive and proactive attitude.
• Must be highly customer-oriented, promoting empathy throughout, and dedicated to teamwork and collaboration.
• Critical thinking and growth mindset.
• Strong leadership skills with the ability to prioritize and execute to drive success.
• Ability to successfully navigate ambiguity and adapt to new and dynamic environments.
• Ability to act rapidly and logically under pressure and effectively engage with others to overcome challenges.
• Strong leadership and people management skills, including experience in developing and coaching team members.
• Versatility, flexibility, and a willingness to work with enthusiasm in a constantly changing environment.
• Ability to interact and partner with all levels of management internally and with customer organizations your team supports.
• Operate under pressure and be available to step in and manage a crisis internally and with customers as needed.
• Flexibility to work beyond regular hours as required from time to time.
• Ability to work during the US Eastern Time Zone.

You have:

• B.A. or B.Sc. in a related field, preferably Computer Science or Engineering, or an equivalent combination of education and experience.
• Minimum of 8 years of customer-facing experience communicating via different channels to various seniority levels, including C-suite executives.
• At least 5 years of experience as an L3 (Senior) Support Engineer at a SaaS, CCaaS company, or related industry/field.
• Strong understanding of object-oriented languages, server-side scripting, and databases.
• Experience with network and web protocols (WS, TLS, HTTP, CSS).
• Proficiency in scoping and analyzing trends using monitoring tools (Grafana, Graphite, etc.) and logging systems (Kibana, Splunk, logz.io, etc.).
• 1-3 years of management experience leading teams of technical support engineers.

Benefits:

• Health: medical, dental, and vision
• Time away: vacation and holidays
• Development: Generous tuition reimbursement and access to internal professional development resources.
• Equal opportunity employer
• #LI-Remote

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson: 

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin, Portland and a remote workforce. Customer Support Associates are on the front lines working with our customers every day to ensure that issues with their accounts are resolved promptly. You will use your system knowledge and commitment to delivering an exceptional customer experience to solve problems for our users but advocate for our brand.

This remote role reports to a Customer Support Team Lead in Dublin Ireland. Your first two weeks at Squarespace will include mandatory virtual training from September 02 through September 13, 2024. You must have both spoken and written fluency in English and German.

You'll Get To…

• Respond to customer-submitted live chats and emails in a timely manner
• Queue-based, typing work will account for approximately 90% of the role.
• Live Chat is our primary channel of support in this role.
• Troubleshoot and guide customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries
• Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat.
• Stay up to date on new product features and improvements
• Identify isolated customer experiences and escalate important issues.

Who We're Looking For

• Open availability to work a 40 hour work week that spans weekends and holidays as our customers need us.
• Bilingual fluency in English and German
• 1+ years customer-facing experience required in a similar role (retail, hospitality, online support).
• Expertise with written communication and the ability to spot spelling and grammar errors.
• Proficiency with decoding conversations, identifying the cause, and aligning on end goals.
• Capability of prioritizing competing requests.
• Familiarity with the Squarespace platform.
• Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focused

Benefits & Perks

• Health insurance with 100% covered premiums for you and your dependent children
• Fertility and adoption benefits
• Headspace mindfulness app subscription
• Retirement benefits with employer match
• Flexible paid time off
• Up to 20 weeks of paid family leave
• Equity plan for all employees
• Commuter benefit in the form of reduced tax
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)
• Free lunch and snacks
• Close proximity to cultural landmarks such as Dublin Castle and St. Patrick's Cathedral

About Squarespace

Squarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customers, but we also work toward the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

#LI-Remote #LI-BW1

About us:

Parsley Health is a digital health company with a mission to transform the health of everyone, everywhere with the world's best possible medicine. Today, Parsley Health is the nation's largest health care company helping people suffering from chronic conditions find relief with root cause resolution medicine. Our work is inspired by our members’ journeys and our actions are focused on impact and results.

The opportunity:

As a Customer Support Representative, you will provide a high level of customer service to Parsley Health Members by corresponding to inquiries both via email, SMS, and over the phone, performing onboarding calls, managing cancellation requests, answering questions about the Program,  and resolving member complaints in a professional and timely manner. This role works closely with our clinical and sales departments to ensure member satisfaction and loyalty.

PST hours are preferred. 

What you’ll do:

Member Advocacy

• Provide exceptional member service through prompt, accurate, and knowledgeable responses to member inquiries and complaints
• Maintain ownership of member issues from receipt of the initial request to resolution
• Follow up with members to ensure their issues have been resolved to their satisfaction
• Maintain a comprehensive understanding of the company's products and services
• Utilize member feedback to identify opportunities for improvement and report trends
• Assist in developing initiatives to enhance member experience and satisfaction
• Manage inbound and outbound member inquiries via phone, SMS, and our online messaging platform. 
• Escalate unresolved member questions to the appropriate department to ensure a quick turnaround for all member inquiries
• Ability to think on your feet and de-escalate member situations 
• Assist members with renewal questions and encourage continued care
• Collect feedback from members and process cancellations 
• Support members’ scheduling and member portal navigation needs and– troubleshooting as needed
• This is an evolving and growing department, and role requirements may change and expand as Parsley Health grows.
• Other duties as assigned

What you’ll need:

• At least one year of relevant work experience in a one-to-one client/patient-facing
• Healthcare tech/start-up experience preferred
• An empathetic customer-service approach that ensures your members feel heard and cared for
• Call management system experience preferred (i.e., Regal.io)
• A passion for helping others
• Excellent oral and written communication skills
• Can comfortably resolve issues over the telephone
• A detail-oriented mindset with a knack for organization and clarity - nothing slips through the cracks
• Proactivity, autonomy, and commitment to excellence in your work
• Flexibility as roles and responsibilities are subject to change and new ones may be assigned
• Ability to work from home in a quiet space to conduct phone calls.

Benefits and Compensation:

• Equity Stake
• 401(k) + Employer Matching program
• Remote-first with the option to work from one of our centers in NYC or LA
• Complimentary Parsley Health Complete Care membership
• Subsidized Medical, Dental, and Vision insurance plan options
• Generous 4+ weeks of paid time off
• Annual professional development stipend
• Annual wellness stipend

Parsley Health is committed to providing an equitable, fair and transparent compensation program for all employees.

The salary for this role is $24.25/hour ($50,440 annually). We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location.

Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with candidates during the process.

At Parsley Health we believe in celebrating everything that makes us human and are proud to be an equal opportunity workplace. We embrace diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better we can serve our members. 

Important note:

In light of recent increase in hiring scams, if you're selected to move onto the next phase of our hiring process, a member of our Talent Acquisition team will reach out to you directly from an@parsleyhealth.comemail address to guide you through our interview process. 

    Please note: 

• We will never communicate with you via Microsoft Teams
• We will never ask for your bank account information at any point during the recruitment process, nor will we send you a check (electronic or physical) to purchase home office equipment

We look forward to connecting!

#LI-Remote

The Customer Support Specialist’s main responsibilities are to triage, respond and resolve customer cases.  Customer Support Specialists are responsible for troubleshooting and answering how-to questions about the Elation and Passport applications via email, phone, and screen share. Customer Support Specialists collaborate with other members of the First Response team, as well as other customer facing teams. Customer Support Specialists are building expertise on the Elation and Passport applications, attentive to detail, can manage multiple tasks at a time, have strong collaboration skills and are highly empathetic when working with our customers. 

Responsibilities:

• [80%] Field common first response customer and patient cases and cases:
  • Managing daily support ticket volume, ensuring each customer is provided a response within 24 hours and resolution within 3 business days.
  • Responsible for covering urgent-ticket shifts to assist providers who are blocked from caring for their patients and need immediate assistance. 
  • Responsible for an in depth understanding of the Elation and Patient Passport applications. Most support tickets will require basic troubleshooting skills and the ability to point customers towards our resources.
  • Foster trusted relationships with our graduated users by addressing customer service requests through email, phone or screen share
• [20%] Collect pertinent information from customers and escalate complex cases to Senior Customer Support Associates
  • Participate in weekly urgent shift rotations after two-three months in the role
  • Participate in 2 to 3 weekend/holiday on-call rotations per year

Personal Qualifications:

• Manages time effectively and works independently, self-starter
• Strong desire to learn new material and thrives in an ever changing environment
• Detail oriented and able to manage multiple tasks at once
• Ability to think critically and make sound decisions with inputs from customers and available resources
• Collaborates effectively with both customers and internal teams
• Empathetic in their approach to work, and passionate about the user experience we support
• Demonstrates strong written and verbal communication skills, professionalism
• Effectively ascertains when work requires escalation to leads or manager 

Bachelor’s degree or equivalent experience

• 1+ years of experience in a customer service, customer-facing or healthcare environment preferred
• Familiarity with Salesforce & Jira platforms is highly preferred

Salary: $47,500 - $51,000 CAD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.

As a healthcare technology company whose mission is to support IPCPs and frontline healthcare workers, and as a tight-knit company where we have the utmost concern and care for our team members, Elation Health has adopted a Mandatory COVID-19 Vaccination Policy. 

This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities.

We will not require any candidates to be vaccinated in order to interview for our open positions, but all new hires at Elation will be required to share a copy of their vaccination certification or present documentation to request an exemption. 

In compliance with the EEOC, any team member in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must provide People Ops (hr@elationhealth.com) with appropriate documentation. For a medical exemption, we require a doctor’s note, and for a religious exemption, we require a note from the team member outlining the request.

The Customer Support Specialist’s main responsibilities are to triage, respond and resolve customer cases.  Customer Support Specialists are responsible for troubleshooting and answering how-to questions about the Elation and Passport applications via email, phone, and screen share. Customer Support Specialists collaborate with other members of the First Response team, as well as other customer facing teams. Customer Support Specialists are building expertise on the Elation and Passport applications, attentive to detail, can manage multiple tasks at a time, have strong collaboration skills and are highly empathetic when working with our customers. 

Responsibilities:

• [80%] Field common first response customer and patient cases and cases:
  • Managing daily support ticket volume, ensuring each customer is provided a response within 24 hours and resolution within 3 business days.
  • Responsible for covering urgent-ticket shifts to assist providers who are blocked from caring for their patients and need immediate assistance. 
  • Responsible for an in depth understanding of the Elation and Patient Passport applications. Most support tickets will require basic troubleshooting skills and the ability to point customers towards our resources.
  • Foster trusted relationships with our graduated users by addressing customer service requests through email, phone or screen share
• [20%] Collect pertinent information from customers and escalate complex cases to Senior Customer Support Associates
  • Participate in weekly urgent shift rotations after two-three months in the role
  • Participate in 2 to 3 weekend/holiday on-call rotations per year

Personal Qualifications:

• Manages time effectively and works independently, self-starter
• Strong desire to learn new material and thrives in an ever changing environment
• Detail oriented and able to manage multiple tasks at once
• Ability to think critically and make sound decisions with inputs from customers and available resources
• Collaborates effectively with both customers and internal teams
• Empathetic in their approach to work, and passionate about the user experience we support
• Demonstrates strong written and verbal communication skills, professionalism
• Effectively ascertains when work requires escalation to leads or manager 

Bachelor’s degree or equivalent experience

• 1+ years of experience in a customer service, customer-facing or healthcare environment preferred
• Familiarity with Salesforce & Jira platforms is highly preferred

Salary: $47,500 - $51,000 CAD + 10% CAD for overnight shift

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.

As a healthcare technology company whose mission is to support IPCPs and frontline healthcare workers, and as a tight-knit company where we have the utmost concern and care for our team members, Elation Health has adopted a Mandatory COVID-19 Vaccination Policy. 

This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities.

We will not require any candidates to be vaccinated in order to interview for our open positions, but all new hires at Elation will be required to share a copy of their vaccination certification or present documentation to request an exemption. 

In compliance with the EEOC, any team member in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must provide People Ops (hr@elationhealth.com) with appropriate documentation. For a medical exemption, we require a doctor’s note, and for a religious exemption, we require a note from the team member outlining the request.

????Remote (US) | ???? $42,000 - $52,000 + Benefits | Hear from the team ✨

About us: 

Monzo is a leading financial technology company, with over 8 million customers, committed to providing modern banking solutions. In the last few years, we’ve built a banking app that our customers love – with extremely high daily engagement, an industry leading net promoter score, and award-winning customer support. Today we are the 7th largest bank in the UK and we’ve raised over $1 billion from CapitalG, YCombinator, Stripe, Coatue, Eric Schmidt, Mike Moritz, and others – most recently at a $5 billion valuation.

We were founded to make money work for everyone. With that in mind, Monzo is investing to accelerate our US expansion. We’re a small team operating like an early stage startup in the US but with the financial, operational, and engineering platform muscle of a larger company. We’re focused on building an amazing US product, shipping and iterating quickly, and deepening our product market fit. We’re looking for highly driven, enterprising people to help us achieve our mission and bring the Monzo magic to the US.

About You:

You're keen to get involved in an early stage startup and excited for the opportunity to build Monzo in the US. You see customer support as central to the product we are building, and might use the knowledge you develop in this role to scale an operational area at Monzo in the future.

You’ll be a problem solver and a strong advocate for customer experience
We're looking for someone who isn't afraid to troubleshoot tough problems. When something comes up that no one has seen before you'll work directly with the rest of the team to solve the issue, and help build a process to tackle the same problem in the future. You'll listen to customers' concerns with positivity, empathy and patience. You'll fix whatever's up and help us stop it from happening again.

Customers are the heart of Monzo
In the UK we're known for our outstanding customer support. We're looking for help building the foundation for our Customer Operations team in the US. You'll be the first point of contact for some of our early US customers. You'll be tackling questions, identifying bugs, and feeding back directly to our product and engineering teams.

Our mission is to make money work for everyone, and while having a great app is part of that, having access to world class customer service is another. By solving customers' problems, treating them fairly and being transparent, we believe we can make banking better. This is a unique opportunity to help us shape what customer service will look like as we expand into the US.

???? Your day-to-day:  

• You know what great customer support looks like and you're passionate about delivering it at scale
• Providing the best customer support by talking directly and honestly with our customers through a variety of different mediums, focusing on calls and in-app chat, but can include social media platforms and email when needed
• Developing a deep understanding of what our community really wants from a digital banking product and helping us prioritize what we build accordingly
• Proactively spotting patterns in customer feedback to see where we can make positive changes to our processes, tools, or product
• Working closely with our financial crime team to act as the first line of defence to help spot and investigate trends
• Dealing with tricky payments-related queries; investigating when things go wrong and making sure we set it right
• Supporting other members in the customer support team by being a point of escalation and mentoring new joiners. Making sure the rest of the company stays customer-focused and fixated on building the best banking product in the world

✅ You should apply if:

• You’re willing to work hours between either:
• 1pm - 10pm PST / 4pm - 1am EST
• 4am - 1pm PST / 7am - 4pm EST
• You’re willing to work at least one weekend day (Saturday or Sunday) 
• You are willing to work on rotational shifts (you’ll be provided advanced notice) 
• You know what great customer support looks like and you're passionate about delivering it at scale
• You're great at explaining things to people, and have flawless written English
• You delight in investigating complex problems, getting to the root cause, and fixing them
• You're friendly, focused, and super organized
• You're comfortable working in a fast-paced environment and adaptable to constant change
• You're comfortable with ambiguity and able to work independently
• You're excited for a challenge and want to be part of the team that makes Monzo!

???? In addition to the above, we'd also love to hear from anyone with:

Experience in a support/service role for a financial services company or technical support organization

• Interest in financial technology
• Previous experience in a training or coaching role or experience managing cross-functional projects

The interview process:

Our interview process involves a few main stages:

• A call with a Recruiter
• A practical written exercise
• An interview specific to the day-to-day aspects of the role
• A call with one of the members of our Customer Support leadership team

Our average process takes around 4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process where you can ask any specific questions you might have.

What’s in it for you:

???? $42,000 - $52,000

???? This role has the option of being fully remote within the US. We have small offices in San Francisco and New York where team members regularly work together. 

???? Learning budget of $1,500 a year for books, training courses and conferences

➕ much more, see our full list of benefits here

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

#LI-SS #LI-REMOTE

At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin, Portland and a remote workforce. Customer Support Associates are on the front lines working with our customers every single day to ensure that issues with their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users, but be a positive advocate of our brand. This remote role reports to a Customer Support Team Lead.

Your first two weeks at Squarespace will include mandatory virtual training from July 29 to August 9 taking place in Central Time. To apply, you must currently live within: Arizona, Iowa, Kansas, Missouri, New Mexico, Tennessee, or Utah.

You'll Get To…

• Respond to customer-submitted live chats and email in a timely manner
• Queue-based, typing work will account for approximately 90% of the role
• Live Chat is our primary channel of support in this role
• Troubleshoot and guide customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries
• Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat
• Stay up to date on new product features and improvements
• Identify isolated customer experiences and escalate important issues

Who We're Looking For

• Open availability to work a 40 hour work week that spans weekends and holidays as our customers need us
• 1+ years customer-facing experience required in a similar role (retail, hospitality, online support)
• Expertise with written communication and the ability to spot spelling and grammar errors
• Proficiency with decoding conversations, identifying the cause, and aligning on end goals
• Capability of prioritizing competing requests
• Familiarity with the Squarespace platform
• Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focused
• Currently live within: Arizona, Iowa, Kansas, Missouri, New Mexico, Tennessee, Utah

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums
• Health Savings Account with Squarespace funding
• Fertility and adoption benefits
• Supplemental Insurance plans
• Headspace mindfulness app subscription
• Retirement benefits with employer match
• Flexible paid time off
• 12 to 20 weeks of paid family leave
• Equity plan for all employees
• $100 per month remote Stipend
• Access to supplemental insurance plans for additional coverage
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $17.55 USD per hour

The hourly rate for this position will vary based on job-related criteria including relevant skills, qualifications, experience, and location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.

About Squarespace

Squarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customers, but we also work toward the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

#LI-Remote #LI-BW1