Customer Support Agent
United States
Operations /
Remote
Sensible Weather is hiring a customer support agent to join our growing in-house, customer support team. 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.
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 will include Friday, Saturday, and Sunday working hours.
- 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
