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Customer Support Associate

extra parental leave - fully flexible

Remote:

Full Remote

Contract:

Full time

Salary:

96 - 96K yearly

Experience:

Mid-level (2-5 years)

Work from:

Philippines

Offer summary

Qualifications:

1-3 years of experience in Customer Support, Fluency in English, both verbal and written, Experience with phone support, Familiarity with help desk software, Reliable laptop and high-speed internet connection.

Key responsabilities:

Be the primary point of contact for customers via phone, email, and chat
Respond to customer needs within defined metrics
Escalate issues as necessary while maintaining professionalism
Proactively check in with clients until issues are resolved
Assist with training junior staff and contribute to growth initiatives

Workstream Scaleup https://www.workstream.us/

201 - 500 Employees

See more Workstream offers

Job description

Workstream is a mission-driven company that believes in building premium, modern software solutions for hourly businesses. There are 2.7 billion hourly workers, who make up 80% of the global workforce, but they've been heavily underserved by technology and deserve better. We help local businesses around you hire, manage, and pay qualified workers.

Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. At series B, we are quickly expanding our product portfolio. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue.

Values

Here are our Company Values and we’d love to have individuals who can be a culture add to our team!

What We Offer

Permanently Remote
Pay wired directly to your bank account
$50 Monthly Stipend
Annual Bonus
Performance-based bonuses
Flexible PTO
Enjoy company time off during some of the major US and PH Holidays
Company-issued Device
Career fast track for performers and internal mobility
Learn from a team of Stanford, MIT, Google and Harvard alumni

Grow With Us

Workstream is looking for an exceptional team member to join our Customer Support team as a Customer Support Representative. You 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! 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 a regular shift during US hours.

Day in the Life

Customer Support

You will be the primary point of contact for our customers via phone, email, and chat, addressing a broad range of issues and requests related to our products.
Promptly and accurately respond to customer needs as measured by: a median first response time of less than one minute, issue resolution time of fewer than 24 hours, and CSAT score of 95%
Escalate issues to teammates and the engineering team as needed. Have judgment on what are user errors, poor training, product defects, and feature requests.
Maintain a positive, empathetic, and professional attitude toward customers at all times
Proactively check in with clients until the issue is resolved
Actively participate in initiatives that drive the growth of the company such as assisting in training junior customer support representatives, product testing, recommending new products to customers, etc.

Customer Success

You will partner with the Success team with tasks to get clients set up and make any modifications that clients request to fully take advantage of our platform
You will help build and update our customer and internal knowledge bases through writing articles and recording video walkthroughs

Who You Are

Have a long-term vision of working and growing with a Silicon Valley based technology startup. Comfortable with adapting to ever changing processes and making recommendations to improve such.
1 to 3 years’ experience as a Customer Support Specialist or similar CS role
Must be fluent in English both verbal and written. Able to effectively communicate and build relationships with global colleagues and customers.
Must have Phone Support experience
Must have experience using help desk software and remote support tools
Must have a reliable laptop and high-speed and stable primary and backup internet connection (at least 10 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results and computer specs.
Must be willing to attend occasional in-person meetings in Metro Manila

Know More About Workstream

Additional Information

Workstream 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.