Customer Support Specialist

Are you passionate about delivering exceptional customer experiences? Do you thrive on solving challenges and ensuring customer satisfaction? Join our dynamic team as a Customer Support Specialist and be the front line of our commitment to excellence. As a key player in our Customer Support team, you'll have the opportunity to engage with customers, address their inquiries, and provide solutions with enthusiasm and expertise. If you're ready to be a pivotal part of a company that values outstanding service, teamwork, and growth, we invite you to apply today.

Key Responsibilities:

• Receive, prioritize, and manage Customer Support inquiries via multiple channels such as chat, phone and email.
• Ensure accurate documentation of customer interactions and resolutions.
• Understand the product and client well so that you can provide accurate, timely, and friendly responses to clients contacting us.
• Work closely with the ticket and technical support team to troubleshoot and resolve software-related issues.
• Escalate complex issues to the appropriate teams and follow up to ensure timely resolution.
• Communicate with customers to gather necessary information and provide updates on their inquiries and issues.
• Respond promptly to customer inquiries and issues with a high level of professionalism and customer service.
• Evaluate our current Customer Support system and work with your team to strategically improve the process to better serve our customers.
• Contribute to the development and maintenance of a comprehensive knowledge base for common customer queries and issues.
• Provide input on improving documentation and support processes.
• Gather customer feedback and insights to identify areas for improvement in our products and services.
• Collaborate with cross-functional teams to implement improvements based on customer input.

Effectiveness in this role will be measured by key performance indicators such as:

1) Customer satisfaction ratings, including CSAT and NPS

2) Average time to resolve customer issues

3) Average number of issues resolved

Role Requirements:

• Experience working with customers (If you've been in a customer service role using chat/phone/email, even better!)
• A heart for customers - empathy for them and a go-getter attitude to help them get what they need when they contact us.
• Outstanding English oral and written communication
• Basic grammar skills and average typing 40 - 60 WPM
• Excellent attention to detail
• Loves creating/improving systems, organizing, and data!
• A positive demeanor - we work hard, but need to have fun
• Comfort with change - we are rapidly scaling as a company, and things are dynamic and exciting - are you okay with that?
• Really great at problem solving, coming up with solutions, and working across teams (you will be working with members of multiple teams in your role.

Compensation and Work Schedule:

Full-time:

Compensation: $42,000 per year.

Work schedule: Monday - Friday, 9AM - 6PM EST for the first 4-8 weeks for training for all schedules.

After training, the schedule is subject to stay the same or change to one of these shifts, with discussion with the team member:

9am-6pm EST Tuesday -Saturday

Monday -Friday 11am-8pm EST

The total working hours would be 45 hours per week: 40 working hours and 5 hours of unpaid lunch breaks.

Part-time:

Compensation: $18/hr with a career pathway to a full-time position

Work schedule: Monday-Saturday available between 9am-8pm EST. Need to commit to at least 3 days per week and minimum 5 hours per day.

Working schedules are subject to adjustments as needed, with discussion with the candidate and the needs of the team.

For reference, our support hours are 9AM-7:30PM EST Monday-Friday and 9AM-5PM EST Saturday.

Company Overview:

MyStudio is a software-as-a-service suite of products that gives fitness, martial arts, and other membership-based business studio owners the freedom that comes from automating and simplifying how customers buy from them — making them more money at all hours of the day, saving them money, and granting them more time.

Work Environment

In-office position based in Fairfax, VA, a suburb of Washington, DC. Any applicant who lives outside commuting distance to Fairfax will not be considered, sorry!

We are a technology company, so we use a lot of software :) You will be using programs such as Hubspot, Slack, Google Workspace, and video meetings.

We also give in-person high-fives, snacks, and provide really good coffee.

Look forward to happy hours and team gatherings!

Why Work For MyStudio?

• The chance to get in on the “ground floor” of a tech company with startup energy
• The ability to make a difference from day one
• The power to make a positive difference in fitness, children's education, and other membership-based industries doing admirable work
• A competitive salary, bonus program, and benefits, commensurate with your experience
• Health insurance, paid time off, and sick leave for full-timers

Job Type: Full-time

Salary: From $42,000.00 per year

Benefits:

• Health Insurance (Medical, Dental, Vision)
• Flexible schedule
• Paid time off