Customer Support Representative
IT / Development
Remote (Asia Time Zone Permitted)
Workstream (www.workstream.us) is a text recruiting and hiring tool for local businesses. We are a team from MIT, Y Combinator, Google, Yelp, Harvard, Stanford, and Cornell among others. We are a Series B company and have raised $60M from Founders Fund, Coatue, Bond Capital, CEO Zoom, Jay Z, Joe Montana, Will Smith, and more.Workstream helps businesses like Jamba, Chick-fil-A, McDonald's, Dunkin', Applebee's, and Auntie Anne's and more to hire faster with texting / SMS, cutting in half the time to engage, hire and onboard hourly workers. This saves businesses 10s of hours every week, helping them hire the right talent, faster. We do this by engaging hourly candidates with texting, posting to over 100+ job sites like Indeed, Craigslist, ZipRecruiter; scheduling efficiently via mobile workflows, and seamless onboarding via online signing. About the Role:Workstream is an early, seed stage startup, funded by well known institutional and angel investors (happy to share more privately). We are a small team of ~30 full timers + a few part timers with strong passion to make hiring easier and faster. We hope to find a teammate with the same energy.We are looking for a passionate and dedicated individual to join our growing team. This person will be a core member of our customer support team, and you will be well positioned to succeed -- the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful!Lastly, Workstream is a company that is remote in its DNA. Our headquarters is in SOMA, San Francisco, but 60%+ of our team is remote. This role will be remote (you can work from home) but you must be able to work US Pacific time zone hours (9am - 6pm PST).Responsibilities:Identify customer needs and help customers use specific featuresRespond to customer queries in a timely and accurate way, via phone, email or chatAnalyze and report product malfunctionsMaintaining a positive, empathetic, and professional attitude toward customers at all times. Responding promptly to customer inquiries.Ensure customer satisfaction and provide professional customer support.Assist in training junior Customer Support RepresentativesCustomer Support (90%)You are our first line of response when a customer reaches out with any questions. Clients can reach out via emails and Intercom.Promptly respond to client questions -- median first response time ~ 1-2 minutes.Escalate issues to teammates and engineering team as needed. Have judgment on what is user error, poor training, bugs in product, and feature request. Proactively check-in with clients until the issue is resolved.Customer Success (10%)As a Support team, you will help the Success team as much as possible with tasks to get clients set up and make any modifications that clients request. The Success team is at its best when they are constantly talking to clients, communicating, building relationships, and answering questions/helping during calls, so as part of the Support team, you will help with the more specific tasks .During downtime, you will help out with improving our help center by writing articles and recording video tutorials.What we are looking for:Have a long-term vision of working and growing with a Silicon Valley based technology startup and stay with the team for at least 2 to 4 yearsExperience as a Customer Support Specialist or similar CS role of 1 to 3 years.Familiarity with our industry is a plusExcellent communication and problem-solving skillsAbility to prioritize workExperience using help desk software and remote support toolsFluent in English both verbal and written is a must.Phone support experience is a must.Must have a reliable high-speed and stable internet connection.Intercom chat experience is a plus. Training experience is a plusNice-to-have’s:Startup experience of 1 + yearKnowledge in Salesforce, Intercom, and Google WorkplaceBackground in Project coordination or handling multiple accounts at once.Experience in handling voice accountsWe really value people with a good culture fit, and here are some of the values that we have - https://docs.google.com/document/d/1SHaeKG3IUy_1kE0y8FRnM8PPoEdMS0gmNIsSP3dG-3A/editHow to be successful in this roleWe are looking for someone that can grow with our team over time. You have a scrappy, hands-on attitude to hit the ground running. You will succeed if you have a startup mentality of “getting sh*t done”, and you will grow as the company scales. If you are looking for a relaxed 9-5, please back away slowly. If you are insanely bright, hard working, humble, and looking to build a career on the ground floor of an exciting and fast-growing software-as-a-service (SaaS) business, this is for you.What we offerAn opportunity to be an early employee at a high-growth SaaS company and work directly with the founding teamFull-time employees are offered comprehensive medical and dental benefitsA globally-distributed team who deeply cares about each other and shares ideasA belief that productivity is measured by output Flexible schedule with a “use it how you need it” vacation policy - we don’t believe in capping or earning hours. We trust our team to get the job done and rest/recharge as they see fitHere's more information on Workstreamhttps://www.workstream.us/blog/funding-series-bhttps://techcrunch.com/2021/08/26/workstreams-text-based-recruitment-tool-gets-a-48m-bet-from-bond-and-beyond/https://techbuzz.news/buzzworthy-august-27-2021/Additional Information Worksteam provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We are committed to the full inclusion of all qualified individuals.