Customer Service Associate HowAboutWe
THIS JOB HAS EXPIRED Who We Are
HowAboutWe is the modern love company. We help people fall in love and stay in love.
We're a well-funded ($18.5mm), rapidly-growing startup with headquarters in Brooklyn, NY. We build breathtaking products that transform people's lives. You can read more about us here.
We have three main products:
HowAboutWe Dating is the offline dating site. Members post date ideas, connect, and meet - offline.
HowAboutWe for Couples helps couples have wonderful experiences together. Members choose from our curated collection of one-of-a-kind experiences for two; we take care of all the booking. It's the must-have membership for the modern couple.
The Date Report provides engaging, entertaining and enlightening content about dating and relationships.
In this Customer Service Associate role, you'll be the lead support agent listening and helping users on HowAboutWe Dating. In addition to solving tickets and managing site integrity with the rest of the support team, you'll be responsible for escalated tickets, articulating community needs within the company, and building plans for customer service initiatives.
Your responsibilities will be part hands-on tickets, part escalated challenges, part systems-building. You'll take a upper-level look at our tickets and devise solutions that make an impact. In addition, you will:
Assist users via email and phone and consistently identify ways to support users better (ie: organizing/batch solving tickets, product changes, new tools)
Drive towards moving yourself and the team of freelancers towards success metrics -- faster response time, lowering ticket volume, etc
Recognize ticket patterns and make action plans
Monitor community for inappropriate usage and take disciplinary action. Adapt strategy as the community changes and grows
Evaluate community integrity filters and fine-tune when necessary
Investigate possible technical issues and work with product team to resolve
Set up new tools and staffing solutions as product changes and scales. Ex: mobile internationalization, live chat, "smart FAQ", phone
Help train and manage a team of freelance Customer Service Assistants
Deliver weekly reports outlining ticket traffic, trends, customer feedback, etc
Stay abreast of new tools and solutions; research and execute as necessary
Ability to see beyond the day-to-day to move towards better ways of working
Excellent written communication skills, both with customers and internally
Positive attitude. You really do like helping people and will go the extra mile to make sure they're happy and that they're heard
Able to responsibly communicate customer service issues to applicable team members
Able to train and manage a team of freelancers
Familiarity with Zendesk or similar program is a major plus
3+ years experience in a customer service-related role
Experience managing others and building customer service systems
Very comfortable with computers and mobile devices. Technology experience a plus.
-Competitive Salaries and Stock Options - We pay highly competitive salaries in addition to significant stock options.
-Continued Learning - We'll pay for team members to attend conferences and get coaching to continue learning their craft
-Health Insurance, Vision, and Dental - Exceptional Health Benefits.
-Ten Paid Holidays - Our office closes for all standard paid holidays.
-Fifteen PTO Days - We encourage all team members to take vacation and recharge.
-Food & Drink - Stocked fridge, some team meals, etc.
This position is for full-time employment on-site in our office in DUMBO. We will support relocation for the right candidates.
To apply please first check out our site and make sure you love our work and want to contribute to it. Then please send a resume and cover letter to Jessica Tom, Director of Community at firstname.lastname@example.org.
THIS JOB HAS EXPIRED