What’s The Job?
The Flex Shift Customer Happiness Specialist is responsible for being on the frontlines of customer support issues during EST evening and weekend hours. You will resolve tickets promptly and effectively by maintaining 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.
Our ideal candidate will be comfortable in a fast-paced, high-volume, email-based customer support environment. This role will require product expertise, exemplary time management skills, critical thinking about problem-solving, and effective communication throughout the customer experience. Due to the hours of coverage, it is imperative that the person in this role exercise good, professional judgment and be able to thrive in a relatively self-sufficient context.
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 throughout your shifts
Attend regular ticket audits and receive active feedback on a day to day basis
Document & escalate 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 ‘after business hours’ customer experience you provide
1+ years in software (SaaS) customer support
Technical software troubleshooting aptitude and experience
Thrive in a challenging, fast-paced environment and enjoy helping people
Possess a self-starter mentality and want to make a direct, tangible impact on a rapidly growing product and company
Fantastic written and verbal communication skills
Impeccable time management skills
Work collaboratively with a passionate, customer-centric team
Four year university/college degree (strongly preferred)
US Citizen or Permanent Resident (we do not sponsor at this time)
What We Value
Calendly delivers the best service to schedule external meetings professionally, quickly and effortlessly. Our product is used by over a million people every month across many job functions and industries including sales, recruiting, financial services and education.
We’re obsessed with providing an elegant, delightful, frustration-free experience for our customers. This shapes how we develop, design, market, and support. We move fast and pitch in across departments to help each other when problems need solving.
We’re a group of people with very different backgrounds, abilities, and perspectives. We work hard to build great things together—and make time to celebrate our accomplishments. We offer competitive salary and unlimited paid time off, the option to work remote one day a week, company-paid parking or transit pass, catered meals twice a week, and a kitchen stocked with unlimited snacks, coffee, and beer on tap!