F2P Customer Success Associate

Sleeper; Northern (KY); Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Dental insurance

Vision insurance

401(k)

Flexible hours

Remote work options

Career advancement

Job summary

Sleeper is seeking a Customer Success Associate to act as the frontline for user interactions. You will onboard users, resolve bugs or usability issues, and collect feedback to inform product decisions.

You will collaborate across channels and maintain a customer-centric approach with empathy and problem-solving skills, while adapting to evenings and weekend shifts as needed.

Qualifications

• Excellent verbal and written communication abilities across channels (email, chat, social).
• Ability to work weeknights and weekends due to varying shifts.

Responsibilities

• Provide exceptional customer service through product knowledge.
• Communicate with users across multiple channels (email, chat, social).
• Resolve issues and escalate feedback to appropriate channels.
• Identify creative solutions and help onboard users.

Skills

Intercom familiarity

Communication skills

Shift flexibility

Sleeper fandom

Tools

Intercom

Job description

About Sleeper

Sleeper is a sports-focused games platform with messaging at its core. We are a young and energetic company, fueled by a passion for sports and a drive for innovation. Our mission is to create a digital playground for sports fans and their friends to hang out. We bring people together over sports. Currently, we are looking for highly motivated customer support associates to join our Customer Success team.

Join our team

The customer support role at Sleeper is the heartbeat of the company. You will play a key role in supporting and nurturing our user relationships, by collecting the voice of the customer and funneling feedback to appropriate channels.

You will join a small, but passionate team that acts as the front-line to our users, and help with user onboarding, resolve bug and usability issues, and collect and prioritize product and feature requests.

Successful candidates for this job are skilled problem-solvers who are adept at asking questions to help distill the causes and intent of our users. In addition, a high degree of empathy and customer-centric personality is required for the role.

What you’ll do as a Customer Success Associate:

• Provide exceptional customer service through demonstrating product knowledge
• Effectively communicate with our users across several channels – email, chat, and social media
• Promote Sleeper through your conflict resolution abilities and effective communication skills
• Comfortable questioning conventional wisdom, eager to take initiative, able to identify and develop creative solutions

What you’ll bring to the table:

• Competence with Intercom is preferred but not required
• Excellent verbal and written communication skills to communicate and collaborate across multiple departments and our users
• Ability to work weeknights and weekends due to varying shifts, which includes 5 days of work with 2 days off is required
• Sleeper fandom!

Benefits

• Competitive salary
• Comprehensive health, dental, and vision insurance
• 401(k)
• Flexible working hours and remote work options
• Opportunities for career advancement

What we offer

Sleeper believes in quality over quantity, and intentionally keeps our team small as a result. In past roles, we found it very hard to make a big impact when companies grow too large in size, which has a detrimental effect on the product and the impact any single individual can have. Our team includes designers, engineers, product experts, and finance & operation focused on one thing — connecting people over sports. We believe in fair and equitable pay. Certain locations in the United States require job postings to include a reasonable estimate of the base salary range and/or a general description of benefits and other compensation applicable to the role.

Competitive salary plus benefits including Medical, Dental, PTO, 401k. Please note that the salary range for this role takes into account a wide range of factors that are considered in making compensation decisions including, but not limited to, skill sets; experience and training; licensure and certifications; and other business and organizational needs. The policy of Sleeper is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity. Sleeper is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to [e-mail].

Headquartered in Las Vegas, NV, Sleeper is backed by Silicon Valley’s top investors, including Andreessen Horowitz, General Catalyst, and Expa.

To learn more, visit us online at: www.sleeper.com