About workpinnacle
workpinnacle is a trailblazing AI‑powered, all‑in‑one white‑label sales and marketing platform that empowers agencies, entrepreneurs, and businesses worldwide to elevate their digital presence and accelerate growth. With a global community of over 2 million businesses—including agencies, consultants, and enterprises of every size—workpinnacle delivers the tools needed to capture, nurture, and convert leads into lifelong customers. By mid‑2025, workpinnacle processed more than 15 billion API hits and handled over 2.5 billion message events daily, managing 470 terabytes of data across five databases and operating a network of 250+ microservices that support over 1 million domain names.
Why workpinnacle?
At workpinnacle, we’re not just building software; we’re cultivating a global community rooted in creativity, collaboration, and impact. Our remote‑first culture spans 15+ countries and 1,500+ team members who thrive in a high‑performance, high‑accountability environment. We celebrate innovation, champion ideas, and put people first—no matter where you call home. Join us and help shape the future of digital marketing while enjoying the flexibility and freedom of a truly distributed workplace.
Role Overview
As a Customer Support Concierge, you will be the first point of contact for workpinnacle customers, creating a warm, professional, and efficient virtual front desk experience. You’ll greet customers, manage video calls and chats, and seamlessly route inquiries to the appropriate support or sales team members. Your role is pivotal in ensuring that every customer interaction reflects workpinnacle’s commitment to excellence, responsiveness, and customer satisfaction.
Key Responsibilities
- Virtual Front Desk Management: Greet customers in the virtual lobby, answer video calls and chat inquiries, and maintain a welcoming atmosphere.
- Routing & Coordination: Efficiently connect customers to the right team member—whether a support rep, senior specialist, or manager—using Zoom and other collaboration tools.
- Best‑Practice Development: Create and refine waiting‑room etiquette guidelines and Zoom room standards to ensure a consistent, high‑quality experience.
- Customer Education: Explain workpinnacle’s chat and Zoom support functions to new users, helping them navigate the platform with confidence.
- Feedback Loop: Capture customer insights and provide actionable feedback to leadership to continuously improve the support experience.
- Escalation Management: Identify urgent issues and collaborate with managers and senior specialists to resolve escalations swiftly.
- Administrative Support: Maintain accurate records, update customer information, and manage scheduling tools such as Google Calendar.
- Continuous Improvement: Participate in training, process reviews, and cross‑functional projects to enhance service delivery.
- Flexibility: Adapt to changing business needs, taking on additional duties as required to support workpinnacle’s growth.
Essential Qualifications
- High school diploma or GED required.
- Prior experience as a receptionist, scheduler, administrative assistant, or similar role.
- Proficiency with online calendars and scheduling tools (e.g., Google Calendar).
- Experience handling high‑volume calls and resolving customer needs efficiently.
- Excellent verbal and written communication skills across phone, email, and instant messaging.
- Strong organizational skills—accurate record‑keeping and quick retrieval of information.
- Time‑management expertise—capable of prioritizing multiple tasks in a fast‑paced environment.
- Patience, active listening, and a positive, customer‑centric attitude.
- Interpersonal skills that create a pleasant experience for all customers.
- Emotional intelligence—adjusting communication style to match the customer’s tone and needs.
- Ability to build lasting first impressions and nurture customer relationships.
- Reliable home office setup: quiet workspace, camera‑ready, and high‑speed internet with minimal interruptions.
- Flexible availability—including mornings, evenings, weekends, and holidays—to meet global customer needs.
- Intermediate Mac skills, including multi‑monitor setup and proficiency with Google Suite, Zoom, Slack, Excel, and spreadsheets.
Preferred Qualifications
- Knowledge of workpinnacle products and services.
- Experience with CRM or support ticketing systems.
- Previous exposure to AI‑driven customer support environments.
- Fluency in additional languages beyond English.
Skills & Competencies for Success
To thrive as a Customer Support Concierge at workpinnacle, you’ll need a blend of technical proficiency, interpersonal finesse, and a proactive mindset. Key competencies include:
- Technical Savvy: Comfortable navigating multiple digital platforms simultaneously.
- Communication Mastery: Clear, concise, and empathetic communication across diverse channels.
- Problem‑Solving: Quick assessment of issues and effective resolution or escalation.
- Adaptability: Ability to pivot between tasks and respond to evolving priorities.
- Team Collaboration: Strong partnership with support, sales, and product teams.Apply for this job