Customer Support Escalation Agent (Graveyard Shift)

Note that we are in need of agents open to working for the following hours:

Morning (6am start for 5-8 hours)

Day (6-8 hours between 10am-6pm)

Evening (5-8 hours ending at 12am)

We're a fast growing startup seeking a detail-oriented and customer-focused escalation agent to join our team in SF. The ideal candidate thrives in a fast-paced technology startup environment, excels at solving problems, and has a proven aptitude for building, tinkering, and practical hands-on tasks. This role requires a strong sense of teamwork, common sense, and a commitment to quality and efficiency.

1.) Resolve Escalated Inquiries

- Handle complex customer service questions and escalations across multiple products and brands via phone, email, and text.

- Provide clear, empathetic, and effective resolutions to ensure customer satisfaction.

2.) Problem Solving and Troubleshooting

- Diagnose and resolve issues with a hands-on and practical approach.

- Collaborate with internal teams to address technical or product-related concerns.

3.) Quality Assurance

- Ensure all customer interactions align with company quality standards.

- Maintain a high level of accuracy, professionalism, and efficiency in all communications.

4.) Team Collaboration

- Work closely with other team members to share insights and solutions for recurring customer issues.

- Contribute to a positive and supportive team environment.

5.) Process Improvement

- Identify trends in customer issues and recommend solutions to improve product or service quality.

- Assist in developing new tools or processes to enhance efficiency.

6.) Multitasking in a Fast-Paced Environment

- Thrive in a high-volume, fast-paced technology startup environment.

- Manage multiple tasks and channels (phone, email, text) effectively while maintaining attention to detail.

7.) Customer Advocacy

- Act as a liaison between customers and the company to ensure customer needs are met.

- Provide feedback to product or brand teams to enhance the customer experience.

8.) Commitment to Continuous Learning

- Stay updated on product knowledge, tools, and best practices to deliver superior customer service.

- Adapt quickly to new processes or technology changes within the company.