Customer Support Specialist

Hi! We're PocketSuite!

PocketSuite is a YC-backed mobile platform for service businesses - fitness trainers, home cleaners, dog walkers, beauticians, therapists, life coaches, etc. - helping them monetize their calendar. PocketSuite empowers the U.S. market of 20 million service professionals generating $800 billion in sales with a mobile cloud solution for running their business. Thousands of businesses run on and over 250,000 clients book and pay their Pros on PocketSuite today and we're growing fast.

PocketSuite lets any small business owner run their business entirely over text. On average our customers are paid in under 24 hours, grow income by 30% within a few months of joining PocketSuite, and spend fewer hours per day on scheduling and payment collection after switching to PocketSuite. From calendar sync to appointment confirmation to contract e-signatures to text message auto-reminders, PocketSuite is both easy to use and capable of eliminating meaningless work so service professionals can do more of what they love. If you can send text messages, you can use PocketSuite.

Our Values ⚖️

1. Engineers and product obsessed - we loathe over-engineering, we cringe anytime a customer reports a bug and we release new versions every 2 weeks.

2. We love our customers - solving their problems and helping them grow and succeed in a rapidly changing world. Oh yeah we also love their 5 star reviews.

3. We love disrupting the status quo - we believe everyone globally in the industries we're going after will be using a mobile app as their primary business tool by 2021.

4. We understand that it is critical to measure what matters. So we don't take victory laps nor do we pause to take a break unless the scoreboard reflects that we are #winning as it relates to our customer delight and growth goals.

5. We don't just think of this as a job. In our spare time, this is what we do and who we are. Our obsession with small business, fintech, smart growth, and cool apps is a 24/7 thing.

6. We believe only three things matter as we build out our business: building a great product, delivering awesome customer service, and a killer instinct for activating and engaging new users... which leads us to:

Who are we looking for 😎

As a Customer Support Specialist, you will work closely with the Customer Success team and report to the Customer Success Director to support our Pros using PocketSuite. This is a tremendous opportunity for a motivated individual to contribute immediately and take a crucial role in a rapidly growing start-up.

We are looking for a high energy, customer obsessed, high empathy person who is ready to support, activate and engage our Pro community. You love chatting with customers and you're a natural problem solver - learning about their business, understanding their workflow, and giving them advice on how to accomplish what they are looking to do. You have a track record of handling a wide variety of questions from the sublime to the ridiculous and responding quickly with clarity, confidence, empathy, and a sense of humor. And, of course, you live and breathe by Client Satisfaction, Net Promoter Scores and 5 stars reviews.

The ideal candidate would be ready to hit the ground running on day one. You will need to be able to translate customer requests into one of six categories: (1) "How To/ Set Up", (2) status update, (3) bug/issue, (4) onboarding/activation, (5) nurture/growth, (6) save/retain. You will need to investigate, diagnose, inform internal stakeholders (as applicable), document actionable enhancements/issues, and follow-up with customers.

This will be a hybrid role where you will handle support across three channels - app, email, and phone support. Support onboarding and activating new customers -Responding to in-app support inquiries via the PocketSuite app. -Import customer information -Investigate and log customer reported issues as well as follow up with customers once the issues are resolved. -Identify opportunities for making product / ux improvements. -Continuously nurture customers to use our booking, payments, workflow automation, and communication features -Update and maintain the PocketSuite Suite Center -Contribute to informing, shaping, and achieving Customer Success Team goals

You understand the importance of responding quickly and accurately to customer questions. You are not just shooting for 5 star service, you strive to deliver an 11 star experience: (https://www.youtube.com/watch?v=kvUI0AdKjKI) with every customer in every interaction.

What will you be doing? 💻

• Respond to customer messages in app and provide answers and helpful insights to customers and prospects on routine issues
• Maintain fast reply / resolution times and deliver amazingly helpful service that customers love
• Collaborate with Product and Dev team to ensure any improvements or bug fixes are communicated to customers
• Contribute both externally via Suite Center and internally via Notion to FAQ’s, How-Tos and Videos to improve self-serve customer support
• Procure, vet, and approve service professionals to our Facebook community
• Connect sales prospect inquiries with Sales inbox
• Respond to basic payment operation questions
• Engage effectively with Customer Success, Product, Marketing and Sales to share key learnings from customer interactions
• Develop deep knowledge of the challenges that Pros encounter when interacting with customers and our product
• Find creative ways to delight customers
• Help us get to a 5 star rating on GooglePlay and AppStore

Are there any requirements? 📄

• Bachelor’s degree
• 1-2 year of experience in a customer facing position, in a technical support environment (preferably SaaS)
• Obsessed about providing the customer a world class experience!
• Solo Entrepreneur experience is a plus - Hair dresser, Fitness trainer, Dog Walker, etc.
• Personable, outgoing and friendly with excellent active listening skills
• Committed problem solver, not one to back out of a challenge
• Confident, proactive self-starter who is extremely organized and goal driven
• Excellent oral and written communication skills
• Ability to react, adapt, and learn quickly
• Proficient with Word, Excel, PowerPoint, and Google web-applications
• Familiarity with Zendesk and Notion is a plus
• Weekend availability
• Prior experience working in a fast growth startup environment
• Most people you've worked with would put you in their top 5
• Looking for an "ALL IN" team and workplace culture