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Skylight Customer Concierge
Posted 24 days agoViewed
💎 Seniority level: Junior, 2+ years
📍 Location: United States
💸 Salary: 52000.0 - 58000.0 USD per year
🔍 Industry: Consumer Products
🏢 Company: Skylight
🗣️ Languages: English
⏳ Experience: 2+ years
Requirements:
- 2+ years of progressive experience in customer service roles
- Strong communication skills across video, phone, and email
- Previous experience working in an agile startup environment
- Experience with Zendesk or a similar Customer Relationship Management (CRM) system
Responsibilities:
- Provide bespoke, 1-1 customer service with our Skylight Calendar customers through all phases of their customer journey from purchase to activation to set up and continued use of their Skylight Calendar
- Engage in phone and video calls daily. You will also support large volumes of customers through email-based communication as well as test new and innovative ways to engage with our customers in group settings like our large, active social media group, focus groups and masterclasses
- Answer escalated phone calls and emails from customers who are experiencing complex hardware and software issues with their Calendars
- Support customer-facing virtual masterclasses and monitor social media engagement as needed
- Report on ticket trends in a weekly and monthly review with leadership
- Surface ideas and ways to innovate and improve the customer experience and engage in project-based work as needed.
- Be a supportive peer and thought partner with our Customer Service Team Leads, providing coverage as needed for our core and troubleshooting customer service teams
- Partner with cross-functional departments as needed
- Work directly with our Skylight Product Managers to provide input on the product roadmap and define new features based on strong analysis of customer insights and/or interviews
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