Customer Support Representative

WeSalute enhances the lifestyles of our community members by advocating with our partner brands for the creation of exclusive offers that recognize their service and societal contributions.

We started our mission as Veterans Advantage in 2001 to deliver “greater respect, recognition and rewards for those who serve.” Today our mission expands and continues as WeSalute.

As a technology services company, we are committed to delivering value to the WeSalute Community, a group composed of military, first responders, nurses, medical providers, government employees, and the next generation of service, students and their teachers. These individuals are the backbone of our society and make it possible for us to live our lives with safety, prosperity, and security. We understand that the lives of these public servants can be demanding and challenging, and we strive to recognize their service and sacrifices.

As a public benefit corporation, our mission is to serve the WeSalute Community with sincerity and dedication. We operate a two-sided marketplace that connects Brands and the WeSalute Community together, providing benefits and exclusive offers to our community members. We believe that by helping the WeSalute Community, we are not only making a positive impact on their lives, but also on the lives of the people they serve. We take pride in being able to give back to those who give so much to us and our society.

In addition to our mission to serve the WeSalute Community, we also operate a business-to-business arm of our company, called WeSalute Business. WeSalute Business focuses on delivering effortless commerce to Brands through optimized verification, customer acquisition and marketing, advertising technologies, omni-channel experiences, and the operation of advanced financial technologies. Our goal is to help Brands connect and engage with the WeSalute Community in a sincere, effortless, and trusted way, while providing them with the tools and technologies they need to drive their business forward.

WeSalute

Sincere. Effortless. Trusted.

*Internet Speed Requirement*

To ensure your internet speed is fast enough to work with our infrastructure, please go to speed.cloudflare.comand take a screenshot of the speed on your computer (not on your phone). You'll be asked to upload this screenshot as part of the application process on the next page.

Please make sure the following are captured from your Cloudflare Screenshot:

1. Download Speed (Mbps)

2. Upload Speed (Mbps)

3. Latency (ms)

4. Jitter (ms)

Customer Support Representative ("CSR"):

Your Responsibilities:

As a member of our Customer Support Team, you’ll focus on ensuring that each customer and prospect has a world-class experience with our brand as you engage with them through Inbound / Outbound phone calls, Live Chat, Support Tickets, Voice Message Response, and E-mail Inquiries. You’ll primarily use Kustomer products and services to facilitate your interactions with customers. Timeliness and professionalism are paramount. Not only will you represent the Veterans Advantage Brand, but you’ll also have the opportunity to drive sales and reduce attrition.

We need someone who can commit to 25 hours per week, but also be flexible as directed by business needs. Our business hours are 9am - 9pm EST. Availability for different shifts varies. This position is a work from home/remote position and requires someone who is self motivated and disciplined.

Who You Are:

You’re someone with a strong passion for understanding others and doing what it takes to put that passion into practice to drive real business results. You also have an interest in using your sales skills and your belief in our mission to help convert prospects and retain current customers.

Opportunities and Education:

You will be trained for 2 weeks when onboarded and you will be assessed throughout a 90 day probationary period. Headsets are required, we will reimbursed up to $50 for such. We believe that we’re responsible for each other’s professional and personal growth, and we work hard to create an environment where our team will flourish. We love individuals who are willing to learn and work in multiple areas.

Skills

• Customer service experience
• Customer or another CRM is a plus
• Live chat (inbound and outbound) customer service or sales experience
• Troubleshoot difficult customer challenges
• Coach and educate users about products and key features
• Optimistic and upbeat for customers satisfaction
• Excellent verbal, written, and interpersonal communication skills
• Longevity customer service experience

Qualifications

• 18+ years old
• U.S. citizen
• 3 years minimum of customer service or sales experience
• Bilingual is a plus
• Must be able to pass a background check
• High speed internet (employee-paid internet minimum of 35MB download / 25mbps+ upload - no satellite dish connections or dial-up.)
• Time management skills
• Multitasking
• Quiet office space is required to take Customer Support calls (closed door to avoid background noise)
• High School diploma
• College experience preferred

Pay rate: $14.50 - $15.00 hourly

Job Type: Part-time, hourly (up to 25 hours per week depending on business need, up to 5-hour shifts).

Remote Workspace

Veterans Advantage operates a 100% globally distributed remote first workspace. Our focus is on asynchronous communication and distribution of transparent knowledge. We take pride in continuing to build and improve our remote workspace to empower Team Members to deliver value to the Military Community. Here’s our Productivity Suite we supply for all Team Members:

Apple Laptop

Google Workspace

Slack

Atlassian Suite

Zapier

Namely

Calendly

Miro

Benefits

100% remote work

Unpaid Time Off (“UTO”)

Leave of Absence

401k Retirement Savings (After 1 year of employment)

1Password Families

At Veterans Advantage, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our Team Members, our products and our community. Veterans Advantage is an equal opportunity employer. Employment at Veterans Advantage is based solely on a person's merit and qualifications directly related to professional competence. Veterans Advantage does not discriminate against any Team Member or candidate because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

It is Veterans Advantage policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity. The Company's EEO policy, as well as its affirmative action obligations, includes the full & complete support of the Company, including its Chief Executive Officer. Because it's just the right thing to do. We hope you think so, too.

Learn more about the EEOC's"Equal Employment Opportunity is The Law" (PDF)we abide by.

Veterans Advantage does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Veterans Advantage and the recruitment agency or party requesting payment of a fee.

Our Culture

Be growth-minded. Analyze and read everything. Don’t be afraid to ask questions. Never stop learning, whether it’s a skill, a marketplace, about the customer, the industry, the world. Share your knowledge with the team and encourage reflection.

Be empathetic. Recognize your fellow team members’ efforts. Respect different voices. Welcome unique points of view. Strive to understand, not just accept. Remain humble and champion each other.

Be fearlessly creative. Embrace autonomy, an entrepreneurial attitude, and risk-taking. Stand up for your scariest ideas. Disregard the way things have always been done in favor of the better, the bigger, and the downright best ways to get stuff done. Challenge the status quo. Make new things happen.

Be responsible. What you do is part of who you are. Own your decisions. Take action. Don’t set it and forget it. The ball is always in your court. Be accountable. You might not be the best person to fix everything but nothing is ever “not your problem.”

Be honest. Embed trust in everything you do. Work with integrity. Be trusted to do the right thing at the right time.

Be patient. There is no magic bullet. Keep focused on the goal. Resiliency is the key to achieving success one step at a time. Be persistent in achieving results.

Alignment

If the following business and technology subjects peak your interest or expertise, we encourage you to apply. Achieving our mission requires a wide range of expertise and there are plenty of opportunities to become well versed on subjects such as these and more.

- Marketplace Business Models

- Subscription Services

- Customer Experience (“CX”)

- Software-as-a-Service (“B2B SaaS”)

- Trust & Security

- Identity & Verification (“Progressive Identity/KYC/AML”)

- Advertising & Marketing Technologies (“AdTech”)

- Financial Technologies (“FinTech”)

- API Economy & Developer Experiences (“DX”)

- AI/ML

Remote Workspace

WeSalute operations in a 100% globally distributed remote first workspace (No Hybrid). We treat our productivity suite like our office and take great pride in its operations. Our official timezone is Mountain Standard Time (“MST”) and we ask all Team Members to have at a minimum of four hours of overlap with this timezone. Being a globally distributed team and remote first organization we operate a Zero Trust Model and focus on SOC2 compliance.

- Apple Workstation

- Cloudflare Zero Trust

- Google Workspace

- Slack

- Atlassian Suite

- GitHub

- Miro

- Vanta

- Namely

Technologies

Technology choices impact our daily productivity and outcomes. Thus, we’ve taken great care to choose the right tools for the job and create the best developer experience we can. Here’s a preview of our environment and preview of our technology decisions.

- Google Cloud/ Firebase/ Cloud Run/ Cloudflare

- Typescript/ React/ NextJS/ NestJS/ NodeJS/ PHP(Drupal/Symfony)

- Drupal CMS

- Segment/ dbt/ BigQuery/ Looker/ Amplitude

- Stripe

- Kustomer/ Salesforce Sales Cloud

- Terraform

Benefits

Full-Time (United States)

The following benefits are applicable to full time permanent employees at WeSalute located in the United States.

Time Off

- Paid Time Off ("PTO") starting at 15 Days

- Federal Holidays (11 Days)

- Parental Leave

- Bereavement Leave

- Jury Duty Leave

- Unpaid Time Off ("UTO")

Healthcare

- High Deductible (“HDHP”) Healthcare Insurance (premiums and out-of-pocket are paid by WeSalute via HRA (zero in-network out of pocket expenses))

- Company Funded Health Reimbursement Account (“HRA”)

- Company Matched Flexible Spending Account (“FSA”) (Eligible after 6 Months of Employment)

Retirement & Bonus

- 401(k) Retirement Plan (Eligible after 1 Year of Employment)

- Bonus Eligibility

Additional Benefits

- Custom Personal Financial Planning

- Employee Recognition Program

- 1Password Families

Part-Time (United States)

The following benefits are applicable to part-time hourly employees at WeSalute located in the United States.

Time Off

- Unpaid Time Off ("UTO")

- Federal Holidays (7 Days)

- Parental Leave

- Bereavement Leave

- Jury Duty Leave

Retirement

- 401(k) Retirement Plan (Eligible after 1 Year of Employment)

Additional Benefits

- Custom Personal Financial Planning

- Employee Recognition Program

- 1Password Families

Full-Time (International)

The following benefits are applicable to full time employees of WeSalute country-specific employer of record and depending on the nationality of the employee.

- Employer of Record ("EoR") Employment

- Paid Country Specific National Holidays

- Bonus Eligibility

- Country Specific Compliant Employment (Pensions, Taxes, etc.)

- 1Password Families

Contractors (International)

The following benefits are applicable to contractors of WeSalute country-specific employer of record, backed by a contractor agreement, and depending on the nationality of the employee.

- Fixed Rate Contracts

- Paid Country Specific National Holidays

- 1Password Families

Internet Access Requirement

As a technology services company internet access and high-speed internet is a requirement to perform employment duties. As part of the interview process you may be asked to prove your current internet connection is reliable and of sufficient speed to perform in our Remote Workspace. This evaluation is performed through a Cloudflare Speed Testand you'll be asked to provide a screenshot of your connection. Team Members are encouraged to work any suitable location as part of their employment with WeSalute as long as they are able to meet Internet Access Requirements and the following internet connectivity metrics are performant:

- Download Speed (Mbps)

- Upload Speed (Mbps)

- Latency (ms)

- Jitter (ms)

Equal Employment Opportunity

WeSalute is an equal opportunity employer. Employment at WeSalute is based solely on a person's merit and qualifications directly related to professional competence. WeSalute does not discriminate against any Team Member or candidate because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

It is WeSalute policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity. The Company's EEO policy, as well as its affirmative action obligations, includes the full & complete support of the Company, including its Chief Executive Officer. Because it's just the right thing to do. We hope you think so, too.

Learn more about the EEOC's "Equal Employment Opportunity is The Law" (PDF Link) we abide by.

Compensation Transparency

WeSalute complies with all local and state laws on pay transparency, including but not limited to salary ranges, pay scales, and benefits. If Compensation is missing from this job post, please email us at recruiting@wesalute.com.

Non-Solicitation

WeSalute does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between WeSalute and the recruitment agency or party requesting payment of a fee.

Job Type: Part-time

Pay: $14.50 - $15.00 per hour

Benefits:

• 401(k)
• Work from home

Shift:

• Evening shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Remote

Work Location: Remote