Remote Customer Service Respresentative (NY Preferred)

GoSaga, Inc; New York (NY); Remote; USD 21,000 - 23,000; Full time

Benefits offered by this job

Remote work

32 hrs/week FT

Health benefits

1-week paid vacation

Supportive leadership

Job summary

Squeeze is seeking a guest-focused Customer Support Specialist to join our fully remote team. You’ll help guests download and use the app, book appointments, become a member, and resolve questions with speed and care.

Based in one of the States NH, VA, or NY, you will collaborate with Product and Operations, leverage Zendesk and other tools, and contribute to a best-in-class massage experience.

Qualifications

• 3+ years in customer service at high-volume B2C tech.
• Strong written and spoken communication.
• Obsessed with guest service quality.
• Hospitality orientation with warm personality.
• Eager to transform massage guest experience.
• Own computer and reliable internet required.

Responsibilities

• Answer guest inquiries via email, phone, SMS, and chat.
• Assist guests with app download, account setup, bookings, memberships, and payments.
• Bridge guest feedback with Product, Shop Management, Operations.
• Provide fast, professional support to locations nationwide, incl. Operating Partners and shop teams.
• Utilize internal tools from payment portals to appointment scheduling.
• Identify opportunities to improve guest experience and internal processes.

Skills

Guest service

Communication skills

Problem solving

Multitasking

Self-starter

Adaptable to change

Tools

Zendesk

Slack

Klaviyo

GoHighLevel

Asana

Stripe

When I Work

Job description

A bit about us: Squeeze was designed to modernize the massage experience. Our revolutionary app-based booking and payment platform simplifies the process, allowing guests to book, set personalized preferences, pay, tip, rate, and review all their fingertips so they can walk in and figuratively float out. Easy, peasy, Squeezy!

BENEFITS & PERKS

• 100% work from home, preferably in EST time zone
• Competitive pay & flexible schedules as well as full-time status at 32 hours per week
• Health benefits and 1-week paid vacation for our employees who work just 32 hours or more
• A revolutionary, feel-good culture
• Supportive leadership that provides guidance, resources, and accountability while empowering you to work independently without micromanagement.

ABOUT YOU

• You are experienced in resolving guest issues for high-volume B2C technology businesses. You are technically proficient, a self-starter, and adaptive to change.
• You are obsessed with over-the-top, first-class guest service and thrive in ensuring an amazing experience for anyone and everyone who interacts with you.
• Words that describe you include: creative, energetic, and detail-oriented.
• You have a hospitality orientation, are gracious and patient, and warm in nature with strong communication skills.
• Beyond ensuring an amazing experience, you are eager to join a guest-first brand dedicated to transforming the massage experience for our guests, as well as for you and your future.
• You are passionate about all things health and wellness and wholeheartedly believe in the benefits of massage for a balanced lifestyle.
• You can't help but grow and are constantly striving to be your best self, and you're excited to leap into a rewarding adventure with Squeeze.
• A personal computer and reliable high-speed hard-wired internet connection are required for this role.

YOUR RESPONSIBILITIES AT SQUEEZE

• Respond to guest inquiries via email, phone, SMS, and chat.
• Expert at all things app-related! Squeeze's experience is digital end-to-end so you'll assist guests with downloading our app, setting up their account, booking appointments, becoming a member, completing their appointment, and so much more
• Serve as the liaison that connects guest feedback with internal teams such as Product, Shop Management, Operations
• Provide fast, professional, and reliable support to our locations nationwide, including Operating Partners, shop leadership, and shop teams, ensuring timely resolution of questions, concerns, and operational needs.
• Employ a mastery of internal tools from payment portals to appointment scheduling
• Identify opportunities to improve the guest experience, internal processes and tools

EXPERIENCE REQUIREMENTS

• 3+ years experience working in customer service at a high-volume B2C technology business
• Excellent people skills and a strong focus on customer service
• Strong written and oral communication skills
• Outstanding problem solving and troubleshooting skills
• Able self-starter with the ability to multitask in a dynamic startup environment
• 2+ years experience working with Zendesk. Bonus if you have experience with Slack, Zenoti, Klaviyo, GoHighLevel, Asana, Stripe, When I Work we will only consider applicants who have proven Zendesk experience
• Must be able to work at least Saturday or Sunday
• Beginning salary range is $15-$17/hr
• Location Requirement: This is a fully remote position. Candidates must currently reside and work in one of the following states: New Hampshire, Virginia, or New York.