Customer Service & Customer Support Operations

About HigherRing:

At HigherRing, our mission is to be a catalyst for a more sustainable world by hiring savvy workers to power growing businesses. We represent clients mainly in the purpose-driven space and are proud to be a certified B Corp. Our team works hard every day, and uses all of our intellectual capital, to make our client businesses successful because we know that our efforts are magnified by the work they do to make the world a better place.
We are hiring for several positions for a peer support app/platform that aims to connect friends and allies with shared experiences to provide support through life's endeavors. All positions will begin on May 23, 2024:

• Customer Service & Customer Support Operations - Monday - Thursday, 2 p.m. - 1 a.m. Pacific
• Customer Service & Customer Support Operations - Friday - Sunday 6 a.m. - 7 p.m. Pacific
• Customer Service & Customer Support Operations - Friday - Sunday 12 p.m. - 1 a.m. Pacific
• Lead Customer Service & Customer Support Operations - Friday - Sunday 9 a.m. - 10 p.m. Pacific

Role Responsibilities:
Customer Service & Customer Support Operations team members are positive and energetic self-starters who are comfortable stepping into high gear and exercising their judgment to deliver superior Customer Support via phone, email, and other support channels. Interest and/or experience in mental health support and/or recovery programs/support is helpful.
A Team Member’s essential job duties include, but are not limited to:

• Provide excellent, concise, and empathetic Customer Support to customers of HigherRing’s clients (“customers”) via phone, email, chat, and other support channels
• Help new users onboard to the client's platforms
• Provide level 1 tech support
• Conduct outbound reference checks for client
• Understand the client’s top priorities and do your best to deliver on those in every interaction
• Manage customer inbound and outbound calls and other communications in a timely manner
• Resolve customer issues in a non-scripted style, providing a thoughtful customer experience and a swift resolution
• Attempt to fully resolve customer issues at the first opportunity, only escalating the ticket when appropriate and practicing next communication avoidance (communicating to pre-solve any possible situations that could arise where the customer may have to contact us again back)
• Maintain clear ticket queues and offer support to team members, when workload allows
• Work with HigherRing Leads and Managers to ensure the delivery of proactive Customer Service
• Note recurring issues; escalate as necessary to the responsible Lead or Manager
• Demonstrate a non-biased and genuinely helpful attitude
• Think and act positively and creatively to deliver support that goes above and beyond customers’ expectations
• Act as a brand ambassador and live the client’s and HigherRing’s values in every customer interaction

• Dedicated and dependable work ethic
• Keen problem-solving skills, and the ability to think on your feet
• Strong active listening skills
• Ability to use positive language to help customers know that they are being heard and that their problems will be solved
• The ability to maintain a positive attitude even on a tough day
• Attention to detail in written communication using professional language and spell-check to ensure quality communications
• Computer skills, including familiarity using multiple browsers, tabs, window navigations and instant messaging tools. Experience with CRM systems is a bonus
• Fluency in oral and written English; second language is a plus
• Proactive communication with management regarding time away from work and attendance
• Quiet, distraction-free workspace in your home that includes a door that closes
• Direct connection from computer to router/modem via Ethernet cable (no satellite or wireless Internet (WiFi))
• Strong and consistent Internet bandwidth: 50 Mbps download speed or faster and 5 Mbps upload from a reliable provider

Our Benefits Package Includes:

• Employee (not contractor) status at a mission-driven company
• Paid training
• Option to participate in medical, dental, and vision insurance programs (we cover 76+% of the basic plan premium)
• 401(k) plan with a 2% match contribution
• Paid sick leave
• Paid vacation is available for use after the completion of 1 year of employment
• A financial wellness and coaching program - 0% loans to help pay down debt
• An opportunity to work from home, reducing your carbon footprint, commute time and expense, and wardrobe and food costs!
• Opportunities for growth and advancement in a fast-paced work environment where employee input is valued, and where mutual respect and camaraderie are a significant part of our culture.
• Opportunity for everyone to be an owner of the company. Our Employee Stock Incentive Plan is offered to all employees.

HigherRing is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, gender expression, sexual orientation, age, national origin, disability, marital status, or military status, in any of its activities or operations.
Further, we are looking for people who want to use their power for good and we advocate as a business for pro-social/inclusive policies with elected officials and to bring awareness to our communities. We believe in a woman's right to choose, that everyone deserves to be able to easily vote, that guns should be regulated with at least the same laws applicable to car ownership (licensing and insurance), that we should be vaccinated and wear masks during a pandemic, that white supremacy is a past and growing problem, that humans are responsible for climate change and that it presents a clear and present danger to life on this earth. If those concepts don't align with your worldview, we may not be the employer for you.

Note:

Currently, we are able to hire in the following 31 states. Please only apply if you live in and would be working from one of these states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Michigan, Mississippi, Missouri, Nevada, North Carolina, North Dakota, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia and Wisconsin.

READY TO TAKE THE NEXT STEPS?

Visit our Careers page at HigherRing Careers to take the first steps!

Please be sure to (1) fully answer all the application questions, (2) add your resume, and (3) include a cover letter! (We can’t consider you without all three submissions.)

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