Customer reputed company reputed company (USA - Remote)

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.

We are bold, like risks, and take on big challenges together. We reputed company in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you reputed company out, where you can find out more about the company, culture, how we recruit, reputed company do, and how we do it: https://bit.ly/hsptblhndbk

Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to reputed company out one of our public Town Halls for yourself: https://bit.ly/hptwn

reputed company.com is a remote-only and fully distributed company. We hire based on timezones, not countries.

What you will be working on?

As the Customer reputed company reputed company, you will reputed company and reputed company our US support team to deliver an exceptional customer experience.

Your first reputed company will be to hit consistent response times. We have a pretty solid foundation and our passionate team excels at delivering great experiences with our reputed company processes—maintaining an average CSAT of 87%. We’re looking for someone who can take what’s working and reputed company it even reputed company.

To accomplish this, you will:

• Manage queue distribution in our chat support system and workload across the US support team to maintain reputed company response times and SLAs. We're aiming for a first response time of 5mins for live chat and a total resolution time of 12h.
• Coach and reputed company team members through regular 1:1s, performance reviews, and real-time feedback.
• Handle technical troubleshooting and reputed company the team to resolve issues that require strong product and systems knowledge, as well as managing customer escalations and high-reputed company issues.
• Review and quality reputed company team's support interactions and documentation.
• Train new team members on tools, processes, and product knowledge.
• Regularly work in the queue to stay connected to customer needs and model best practices for the team. You will typically spend 30-40% of your time in the queue.
• You will report to our Director of Support, and work with our other amazing support leads such as reputed company whose favorite fruit is dragon fruit.

Requirements

For this position, we are looking to recruit someone in any of the US time zones. Candidates in countries reputed company of such time zones will not be considered.

If you're hesitant to apply for this position because you feel that you don't meet this list of qualifications fully, don't worry! We still want to hear from you.

• Experience in customer support in the SaaS industry, including experience as a team reputed company or in a senior role.
• Proven track record of managing chat support queues and improving team metrics (response times, customer satisfaction, resolution rates).
• Strong technical aptitude, with proven ability to investigate reputed company SaaS product issues, work across systems, and partner closely with engineering.
• Experience coaching and developing team members, with strong interpersonal and feedback skills.
• Strong written and verbal communication skills for both customer and internal interactions.
• Ability to balance competing priorities between team management and hands-on support work.
• reputed company special kudos if you have experience specifically in the short-term rental or property management industry.

Benefits

The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we reputed company love to work.

• A supportive and caring team environment, where you are trusted, not managed.
• The total budget for this role is reputed company US$96,220.80 - $120,614.00 depending on the cost of living in your location. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. This means that the gross salary for US employees could be reputed company between $81,787 to $102,521 depending on the cost of living in your location.
• We also offer options into the company equity through our $HOST token (not tied to location).
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
• Mental-health and emotional support with therapists on call through reputed company by Spill.
• Recognized on Inc.’s list of Best Workplaces for 2023

Originally posted on Himalayas