Customer Support Hero (9:30 Am - 6:00 Pm Central)

Skimmer is on a mission: to modernize the pool and spa service and repair industry . 

We're a private equity-backed company with 5000+ customers using Skimmer's pool service platform. But we're not stopping there. We're a growing team looking for big thinkers with small egos to join us on our mission to transform this special and surprisingly large "niche" space of 70,000 pool companies.

Our customers love us almost as much as we love them (check out our reviews) and we currently attract half of our new customers from referrals.

Now ... let's dive in! (The first of many pool puns ...)

Skimmer's Customer Support Heroes provide world-class phone and email support to current customers, as well as friendly, proactive, low-pressure sales to prospective customers. Our support is one of the key features that sets Skimmer above the competition (and why we have a 62 Net Promoter Score). We continually strive to be better and are looking for someone who shares that pride in their work.

Are you ready to be our customers' Hero?

**Please note, to be considered for this role you MUST be able to work these hours, Monday through Friday: 9:30 AM - 6:00 PM CT (You don't have to live in the central time zone, but these are the core hours for the role).

• Realize our customers' success is our success
• Build humble, diverse teams who have fun winning
• Drive results with urgency
• Earn trust through transparent communication

Requirements

What you'll do

• Inbound / outbound phone support
• Inbound / outbound email support
• Inbound sales calls
• Continual training and development, learning Skimmer to better support customers
• Pre-launch testing of new application features / providing feedback to Development
• Occasionally attend trade shows where you'll interact live / in person with customers
• Provide customer perspectives to other teams (product, development, leadership) to contribute to the upgrade roadmap
• Contribute to the Customer Support Knowledge Base in Notion as needed

Preferred experience

• Previous Customer Support Representative or other customer-facing experience
• Familiarity with HubSpot, Dialpad, Notion, Google Workspace, and Stripe all a plus but not required

You are

• Patient and calm under pressure
• Friendly, empathetic, and can relate positively to customers
• Quick thinking and good with creative solutions
• An effective, thorough, confident, and positive communicator
• A lifetime learner who is constantly looking to improve
• Someone who takes pride in helping customers find solutions

Skills we're looking for

• Comfort and familiarity with desktop and mobile tech
• Excellent listening, learning, and teaching skills
• Strong command of spoken and written English (Spanish is a huge plus)
• A sales approach that aligns with our helpful, low-pressure style
• Customer service or technical support experience preferred, but not required

Logistical requirements

• Reliable internet
• Reliable mobile device
• Quality phone equipment
• A quiet place to work

Potential future responsibilities

• Outreach to existing customers to help them take advantage of our platform's full functionality
• Community Engagement, partially support - but also focusing on engaging with customers online (reviews, social media, etc.)
• Outbound sales calls to warm leads
• Online sales demos
• Online functionality demos for existing customers
• Help flagging the biggest drivers of Customer Support calls and emails, in order to identify helpful platform improvements or video tutorial tweaks/additions

What performance looks like

• An average call monitoring score of 80% or higher
• CSAT of 75% or higher
• Average call time of 7 minutes or fewer
• Maintain a service level of 70% of calls answered within 30 seconds

Benefits

• Competitive hourly pay is market- and experience-dependent
• Annual bonus potential
• 10 days paid vacation, 5 paid sick days, and 11 paid company holidays
• Generous medical, dental, and vision plans
• Immediate access to 401(k) with company match (up to 4%)
• Remote work friendly (Skimmer HQ is in Austin, but you're welcome to work wherever you're most productive - over 3/4 of our team is fully-remote)
• Comprehensive learning and development budget