Note: The job is a remote job and is open to candidates in USA. Skylight is a technology startup building the OS of the family, and they are seeking a Part-Time Customer Support Specialist to join their Customer Service Concierge Team. This role is crucial for delivering exceptional support to customers of Skylight Calendar, ensuring high standards of customer service throughout their journey.
Responsibilities
- Provide bespoke, 1-1 customer service for our Skylight Calendar and Frame customers through all phases of their customer journey from purchase to activation to set up and continued use of their devices
- Engage with customers daily through high-volume phone, chat, email, and social media platform interactions. On average, you’ll support 6–8 customers per hour, though volumes may increase to 10–12 per hour depending on the complexity and nature of the inquiries
- Support escalated customer issues involving complex hardware and software challenges with Skylight devices
- Flag any patterns you notice in tickets or customer feedback so the team can stay ahead of emerging issues
- Contribute to project-based work as needed to support team goals and enhance the customer experience
- Ability to meet for in-person work days for team-building with the CS Leadership team and other Skylight employees located in Pittsburgh monthly in our local co-working office
Skills
- 2+ years of high-volume, front-line customer service experience, with demonstrated ability to manage workload efficiently and proficiency in email, phone, chat, and social media support
- Must have experience with Zendesk or a similar Customer Relationship Management (CRM) system
- Exhibits patience and attentiveness when listening to feedback and excels at teaching and guiding others
- Strong communication skills across email, phone, and chat, delivering clear, professional, and engaging interactions with customers and team members alike
- Previous experience working in an agile startup environment
- Demonstrated talent for rapidly mastering new technology and becoming a product expert
- A consistent, reliable Wi-Fi connection is required for this role
- Must be comfortable working on a Mac and communicating in the Slack platform
- Experience supporting customers on Social Media platforms such as Meta, Instagram, TikTok, and Reddit through ad comments, posts, and direct messages
- Previous experience working with a direct-to-consumer (DTC) or e-commerce brand
- Experience providing customer support for a technical or digitally connected product
Benefits
- Weekly schedules range between 16 to 29 hours.
- Our Concierge Team operates seven days a week, from 8 AM to 8 PM EST.
- Shifts are scheduled in 4- or 8-hour blocks within that timeframe, with at least two days off each week.
- We offer 64 hours of accrued sick time annually to ensure you have time to rest, recharge, and care for yourself.
- Upon hire, you’ll be provided with a loaned laptop and a loaned Skylight Calendar to ensure you have the tools needed to succeed in your role.
Company Overview