Customer Service Representative

Ingenio; San Francisco (CA); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Premium medical, dental, and vision insurance

Generous holiday and PTO policies

Summer Fridays

401k matching program

Wellness allowance

Training and development opportunities

Fun and inclusive events

Job summary

Join a forward-thinking company as a Customer Service Representative, where you will be the voice of renowned brands in the emotional wellness space. This role involves assisting customers throughout their journey, providing exceptional service, and advocating for their needs. You will engage with customers via phone and email, solving issues and enhancing their experience. With a strong focus on communication and problem-solving, you will thrive in a dynamic environment that values your contributions. Enjoy a range of benefits, including premium insurance, generous PTO, and opportunities for professional growth in a supportive team culture.

Qualifications

• At least 2 years of experience in customer service or call center.
• Excellent communication and problem-solving skills required.

Responsibilities

• Responding to a high volume of customer emails and calls.
• Escalating customer feedback and technical issues to leadership.

Skills

Customer Service

Communication Skills

Problem-Solving

Technical Aptitude

Upselling

Tools

Zendesk

Microsoft Office

Google Suite

Job description

Here at Ingenio, we'd love to talk with you regardless of your qualifications or years of experience. If you believe you’d be a great fit for this role, we invite you to apply even if you do not meet all points on the job description.

Who we are:

Ingenio is a global media and technology company developing products that provide guidance on love, relationships, career, and overall life. We are passionate about connecting people with the world’s best advisors and content to empower everyone to live happier lives.

Ingenio offers the world’s largest portfolio of over 20 marketplace and media brands in the spiritual and emotional wellness space, led by flagship brands such as Keen and Horoscope.com in the US, Questico in Germany, Purple Garden in Israel and Ukraine, The Circle in the UK, and Kang in France.

How you’ll be impactful:

As a Customer Service Representative for Ingenio, you will be the voice of Keen, Simple Habit, Astrology.com, and our other U.S.-based brands. You will assist customers at all phases of their journey, from helping new customers register to providing white-glove service to our most loyal users. Internally, Customer Service Representatives act as advocates for our customers, sharing and escalating feedback, technical issues, and suggestions to improve our services.

Please note: This role will be required to be in our SF office at minimum 2x/week (Tuesdays & Wednesdays)

What you’ll be doing:

• Solving tickets by responding to a high volume of asynchronous emails and live calls.
• Escalating trends, possible technical issues, and customer feedback to leadership and cross-functional colleagues.
• Helping customers grow their level of engagement on our platforms by proactively recommending and making live handoffs to Advisors, communicating promotions, and educating about our loyalty programs.
• Taking on non-ticket projects as needed that contribute to department and business goals.
• Contributing to the team’s success by providing guidance to other internal and BPO Agents via Slack.

What you’ll need to be successful:

• At least 2 years of experience in a high volume call center, e-commerce, or in-person customer service environment.
• Excellent communication skills via phone and email, with a focus on exceeding customer expectations.
• Strong problem-solving abilities, including gathering relevant data, identifying root causes, and providing actionable solutions.
• Comfort with upselling and recommending higher-priced options, promotions, and live Advisor connections.
• A hand-raiser attitude, whether jumping in to assist a teammate who has a question on Slack or volunteering for a data entry project that will make an impact outside our team.
• Ability to translate technical jargon into clear, accessible language for customers.
• Technical aptitude and proficiency in internet technologies, experience with Microsoft, Google Suite, and Zendesk ticket management system or similar customer support platforms preferred.
• Reliable, flexible with schedule, and able to provide professional, friendly service while maintaining a good sense of humor.
• Ability to maintain composure and remain professional even when a customer may be irate, dishonest, or otherwise difficult to assist.

Why Ingenio:

• Premium medical, dental, and vision insurance
• Generous holiday and PTO policies (including Birthday PTO!)
• Summer Fridays
• 401k matching program
• Lunch
• Wellness allowance
• Training and development opportunities and allowance
• Fun and inclusive digital, and (in the future) in-person events
• Employee groups - DEI committee, fun committee, wellness group and more

Pay Transparency:

The US base salary range for this full-time position is $55,000-$65,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

This role does not offer visa sponsorship or support for H-1B, OPT, or other work visas. Candidates must already possess valid work authorization to be eligible for this position.

Ingenio is an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.