Customer Support Specialist

Zipline is looking for a Customer Support Specialistto help us continue to deliver the responsive, friendly, first-class customer service that our customers love and appreciate! This individual will be responsible for supporting our customers in the PST timezone.

At Zipline, our Customer Support Specialists serve on the front lines by answering questions, resolving issues, responding to feedback, and troubleshooting technical problems through live chat (Intercom) and email. For this role, we are looking for someone who will provide gold-standard support for our growing customer base to ensure all their questions are answered in a timely manner.

The Customer Support team works remotely in set shifts and for this role, we're looking forfull-time Tuesday - Saturday from 9am - 6pm PST with a one-hour break. A large majority of the Zipline customer base is in the retail sector and as a result, holiday coverage and scheduling may be required (with additional compensation).

If you are an empathetic, friendly, and outgoing person who is passionate about providing best-in-class Customer Support, then you are who we're looking for!

Key Responsibilities

• Provide primary front-line support as a Tier 1 Customer Support Specialist
• Promptly respond to customer questions, issues, comments, and feedback via Intercom live chat or email
• Handle customer requests and questions with a thoughtful, friendly, and empathetic tone.
• Immediately escalate technical issues and bugs to Tier 2 Customer Support Engineers
• Collaborate with colleagues across the organization to find solutions to customer issues
• Identify common issues and escalate them to management, along with possible suggestions for improvement, wherever possible
• Maintain a polite, helpful, and professional manner at all times
• Obtain and share customer feedback with colleagues and other departments so that products and services can be improved
• Familiarize yourself with new products and services as they are introduced
• Attend training and meetings as required
• Provide assistance with training for new Customer Support hires
• Help create and maintain internal and customer-facing documentation

Must-haves:

• Availability to work Tuesday-Saturday from 9am-6pm PST
• Flexibility to accommodate holiday coverage/scheduling (on a rotational basis with extra compensation)
• Previous experience in a Customer Service role
• Previous experience working at a SaaS or technology company
• Experience with help desk software, such as Intercom, Zendesk, etc. is preferred
• Proficiency with applications such as Slack, Basecamp, Zoom, GitHub, etc. preferred
• Familiar with supporting applications on mobile and desktop experiences (namely Mac/Windows, iOS, Android, Different browsers)
• Outstanding listening and writing skills; Clear, thoughtful, and friendly writing style
• The ability to respond appropriately and quickly under pressure
• Sound judgment and excellent problem-solving skills
• A positive attitude and the ability/desire to build relationships with our users
• A keen ability to translate complex concepts into simple and intuitive communication.
Team player with excellent collaboration skills to build relationships across the company
• - both ours as well as our customers.
• Demonstrates work behaviours such as self-motivation, dependability, adaptability, flexibility and dedication

Nice-to-haves:

• High school diploma/GED/Bachelor's Degree
• Retail experience is an asset, but not required
• Previous experience working remotely
• A passion for using gifs, emojis, and other razzle-dazzle in your written communications
• A great sense of humour!

Employee Benefits

• Stock Options
• Paid Flexible Time Off (including time off to care for family members, as well as Sick Time)
• Paid Parental Leave Benefit
• Group Health Insurance (Medical, Vision, and Dental) with a variety of PPO & HMO plans and a flexible spending account
• 401(k) Retirement Plan
• 100% Paid Life and Long-Term Disability Insurance

The “Extras”

• Remote Work: Join a flexible, effective remote team and work where you're comfortable- literally anywhere! We've had Zipliners join us from vans, RVs, sailboats, and AirBnBs around the globe.
• Computer accessories and office setup: There's a science to being effective at home and we help you get there with the right equipment and accessories that you need.
• Company off-sites: Most years we come together (IRL!). Past retreats were held in Santa Cruz, New York, Mexico City, Puerto Vallarta, and Costa Rica.
• Education stipends: We believe in perpetual learning! If there's a class that you want to take or a book that will help you expand your horizons, we'll support it, as long as it fits within our team budgets.
• Coffee Stipend: To encourage breaks and a change of scenery, we provide a small stipend each month to get you out of the house and relax at your favourite coffee spot.

A note on our Flexible Time Off Policy - We don't have a set number of “Days Off” at Zipline, and instead Zipliners request time off when and as they need it, under a Flexible Time Off Policy. Each request is then reviewed by your manager and a decision is made with all of the appropriate business considerations accounted for. Typically, we see Zipliners using 15-25 days per year, and it's important to note that time off is not unlimited.

We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal-opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.

Got More Time, here's more about Zipline!

How do we work? Remotely. We have been 100% remote since the company was founded. We come together as a company every week for our Wednesday Socials, where the topic can be a classic “Standup” format, a micro-learning around burnout and mental health, followed by discussion, silly trivia…and anything in between! Some Fridays, we come together to learn from each other. One week it might be about opossum rescue. Another week it might be an update on our product roadmap or the results of our customer satisfaction survey. We are all expert Zoom navigators, and love the freedom of working from anywhere, using technology to connect.

With Zipline, retail employees feel more connected, understand the role they play in the brand's mission, and feel good about the work they're doing. This is important to us because retail is one of America's most populous workforces but also one of the most underserved. Through Zipline, we can touch on one in four American workers whose jobs and needs are often underrepresented.

We have made incredible progress but changing the industry is hard. We are well funded by leading venture capital firms like Emergence Capital and ready to scale. We need your help to improve how this 4.4 trillion dollar industry communicates with its store employees. Cumbersome, slow, and inefficient systems should not be the status quo.

Help us retool retail, and Keep Today on Track™