Support Specialist I (CT/ET)

As a Support Specialist I, you’ll be the true advocate for our users. You’ll answer all support questions that come through our ticketing system, which will include topics such as how to use our product, how to participate, where to locate participant incentive payments, research study participation issues, etc. You’ll be the expert in the user experience and be able to identify where any gaps are in that experience.

🧑‍💻 What You’ll Do 
• Manage all assigned support tickets
• Collaborate with Project Coordinators on escalated support issues
• Track insights, digest feedback, and identify potential improvements to our users’ experience
• Own and develop processes for customer satisfaction
• Manage incentive payments
• Manage account reviews, helping to keep our participant & researcher base healthy
• Update support pages according to new product updates/processes that are released
• Assist with live chat support when necessary
• Coverage on holidays, on a volunteer basis

🗓️ Working Schedule
• Monday through Friday 9AM-5PM (ET or CT)

🔎 Looking for Someone Who
• Is a self-starter with a positive attitude
• Is always a team player
• Likes people and has a heart for support
• Has empathy for our users and desire to go above and beyond
• Thrives in a fast-paced, always changing startup environment
• Is organized and thoughtful
• Enjoys problem-solving

✔️ Requirements
• 1 year of experience in a customer-facing support role
• Experience providing support in a written format (email, live chat, etc.)
• Experience responding to customer support tickets & chats with a high volume
• Experience/working knowledge of Zendesk is a plus!
• Excited about the prospect of owning a role within a growing company
• Strong problem-solving skills and comfortable with ambiguity
• Bachelor’s Degree Preferred but not required.
• Candidates must have a United States address and must be authorized to work in the United States without any Visa sponsorship.

🤑 Benefits
• Competitive hourly rate of $22/hr
• Annual performance based bonus compensation
• Equity options
• 100% premium covered medical & dental employee coverage
• Annual membership to One Medical Group & Talkspace
• 4 weeks of PTO to start + accrue an additional day each year
• Unlimited wellness days. Sick? Doctors appointment? Mental health day? We’ve got you covered.
• Flexible, paid parental leave
• 401k with $200/month employer contribution
• $250 office setup stipend (in addition to computer provided)
• $50/month work from home stipend
• $100 annual L&D stipend
• Awards for 360-degree recognition, work anniversaries, & birthdays
• Annual company retreat