Customer Support Agent (6 Month Contract)
United States
Operations /
Remote
Who we are
Sensible Weather is the leading weather protection provider for the travel and hospitality space, helping brands differentiate themselves with a unique and trusted Weather Guarantee that gives consumers the peace of mind to book with confidence, no matter the forecast.
We work at the intersection of deep technology, science and experience design. Our first product embeds with travel and outdoor events partners, offering their customers a guarantee against bad weather. This means a customer can have confidence that they will have a great time in the sun. If not, they get their money back!
We recognize that we're living in a world with more climate disruption than ever before. We also believe that it is one of unprecedented opportunity for solutions. With rich data from satellites and other developing technologies, we have the right information, engineering, and technology to help us relate to our environment with a new kind of awareness and understanding.
Sensible Weather is a team built on trust, feedback, and communication. We recognize that diversity of background, skills, and experiences makes stronger teams. We are, therefore, an equal opportunity employer.
Sensible Weather is hiring a customer support agent for a six month contract to join our growing in-house, customer support team. The May-October period is expected to be our busiest yet and we’re looking for someone who is ready to help out! Our customer support function provides world-class support to our end-users—consumers that have purchased Weather Guarantees. You are the first interaction point for our customers who are looking for help understanding and purchasing our product. Agents on our team must demonstrate the ability to deliver exceptional interactions with our customers no matter the situation.
This role has the opportunity to turn into a full-time position pending individual performance and business needs.
Responsibilities
- Communicate with and resolve issues for our customers through inbound customer service tickets (chat, email, and phones) to provide exceptional customer service and build trust. Typical scenarios of inbound tickets include answering questions surrounding how our product works, if someone is eligible for a reimbursement, and reimbursement process questions.
- Use all available knowledge tools and ticketing systems to achieve the defined KPIs.
- Provide an amazing support experience for our customers as measured by CSAT.
- Meet service level agreements (SLAs) for all inquiry types.
- Escalate appropriate issues to a higher level of support as needed.
- Assisting with other customer service related projects during downtime.
- Champion customer needs by sharing feedback and concerns with internal stakeholders.
- Influence product changes by submitting bugs to our developers and ensuring resolution of bug fixes.
Qualifications
- At least 2 years of experience of customer service in a remote setting.
- Ability to thrive in a feedback-oriented culture and stay level-headed in a challenging, rapidly changing environment.
- Must be available to work weekends as this role may include a Saturday shift.
- Team player mentality and drive to contribute to culture and growth.
- The ability to navigate seamlessly between multiple client interactions and internal systems while working toward clearly defined customer service goals.
- Zendesk experience preferred.
- Fluent in Spanish (speaking and writing) preferred, but not required.
$50,000 - $60,000 a year
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