Customer Support Specialist, 2nd Shift (Tuesday - Saturday, 4pm ET - 1am ET)

Calendly

2d•$20 - $27•Remote

About The Position

Ready to make a serious impact? Millions of people already rely on Calendly, and we’re still in the midst of exciting product growth — it’s a fantastic time to join us. Everything you’ll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you’ve ever worked with, then we hope you’ll consider allowing Calendly to be a part of your professional journey. About the team & opportunity What’s so great about working on Calendly’s Customer Experience team? We provide a high touch experience to each customer and enable them to maximize our product so that they can gain valuable time back into their day to day. Why do we need you? Well, we are looking for a Customer Support Specialist who has a curiosity for technology, critical problem-solving skills, and a desire to enable customers! You will report to a Manager of Customer Service being on the front lines of customer support issues during our second shift hours. A day in the life of a Customer Support Specialist at Calendly You will resolve tickets via Live Chat, Phone or Email promptly in a fast-paced environment and effectively maintain expert-level product knowledge. You will have the opportunity to participate in Calendly support initiatives and you will be measured by personal and team goals & metrics. Many customers have experienced the value of Calendly firsthand, and our team makes a huge impact on that experience. In order to stay at the top of industry customer service standards, we need to continually grow our team. On a typical day, you will be working on: Be the first point of contact for our users when they need help or have questions, providing solutions and creating the very best Calendly support experience Help our customers schedule more meetings Take a consultative approach to problem-solving Maintain fantastic written communication skills Be a Calendly product, use-case, and scheduling industry expert Patiently empathize with customers with every interaction Attend ticket audits and receive active feedback on a regular basis Document & advance customer and internal issues appropriately Go above and beyond to serve our customers and your team (be a self-starter) Use your technical savviness and resourcefulness to assist customers relatively autonomously Take ownership over the customer experience you provide

Requirements

1+ years of experience in software (SaaS) customer support
Technical software troubleshooting skill and experience
Someone who thrives in a challenging, fast-paced environment and enjoys helping people
A self-starter mentality and desire to make a direct, tangible impact on a rapidly growing product and company
Drive and ability to thrive in a metrics-focused role and team environment
Phenomenal written and verbal communication skills
Outstanding time management skills
Someone who works collaboratively with a passionate, customer-centric team
Authorized to work lawfully in the United States of America. Calendly does not engage in immigration sponsorship at this time

Nice To Haves

Live Chat or Phone customer support experience a plus

Responsibilities

Be the first point of contact for our users when they need help or have questions, providing solutions and creating the very best Calendly support experience
Help our customers schedule more meetings
Take a consultative approach to problem-solving
Maintain fantastic written communication skills
Be a Calendly product, use-case, and scheduling industry expert
Patiently empathize with customers with every interaction
Attend ticket audits and receive active feedback on a regular basis
Document & advance customer and internal issues appropriately
Go above and beyond to serve our customers and your team (be a self-starter)
Use your technical savviness and resourcefulness to assist customers relatively autonomously
Take ownership over the customer experience you provide