MainStreet is looking for a Customer Support Associate to support our customers throughout their journey with MainStreet. You’ll be instrumental in customer retention by addressing customer concerns and product issues swiftly and effectively, and by communicating learnings across departments. You will report directly to our Manager of Customer Support.

What you’ll do

    • Provide world-class customer support through a deep understanding of MainStreet’s customers and our expanding product features.
    • Quickly resolve customer inquiries via support system, email, live chat, or phone while showing patience, empathy, and professionalism.
    • Diligently process and organize information from customer calls and emails into our CRM.
    • Escalate certain cases when necessary, ensuring critical customer concerns are addressed swiftly and with exceptional care.
    • Uses knowledge of MainStreet products, services, and processes to answer inquiries or to escalate to internal teams if necessary.
    • Perform outstanding customer service while maintaining confidential information.

What we’re looking for

    • 1+ years of experience in a customer support role, ideally in a B2B or B2C environment.
    • A customer-first mindset, demonstrating empathy and delivering exceptional customer experiences across the customer journey.
    • Proficiency with computer skills and CRM experience preferred (Bonus if you’ve worked in Salesforce).
    • Excellent communication skills and etiquette across email and phone.
    • Excellent attention to detail, alongside the ability & willingness to work quickly.

Compensation

    • Hourly rate for this position is $19.50-$31/hour and is based upon years of experience that are commensurate with the level of the position in addition to location.
    • Bonus that is commensurate with the level of the position.
    • Robust equity program with significant upside potential.
    • Benefits include medical, dental, vision, disability, life, 401k plus additional perks to make your work-from-home life better.
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