Customer Experience Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage escalated cases that cannot be resolved by first-tier support, including intricate billing, membership, and unique scenarios.

• Identify and resolve hardware-related issues, such as connectivity and syncing challenges.

• Foster meaningful connections with the dog parent community.

• Communicate escalation trends to the team to enhance support processes.

• Deliver customer support via phone, chat, and email.

• Address customer concerns with empathy and efficiency in a fast-paced, evolving environment.

⛳️ Requirements

• Over 1 year of experience in customer support, preferably with a focus on technical or troubleshooting aspects.

• Background in troubleshooting hardware problems.

• Exceptional communication abilities; articulate, empathetic, and composed under pressure.

• Strong skills in problem-solving and root-cause analysis.

• Quick learner of new platforms and tools.

• Authentic concern for pets and their owners.

• Comfort in high-paced startup environments.

• Availability for work outside standard business hours, including evenings and weekends, may be necessary.

• Capable of managing a substantial volume of technical support queries.

• Experience in retention or save-flow processes, high-touch account management, and familiarity with ticketing platforms like Zendesk are advantageous.

🏝️ Benefits

• Flexible PTO.

• Comprehensive medical, dental, and vision insurance.

• Complimentary access to One Medical, Kindbody, and Talkspace.

• Dog-friendly workplace.

• Annual $500 donation to a dog charity of your choice through the BarkBack Program.

• Free Fi membership for pets.

• Gifting program for friends and family.

• Equity compensation.