Description

Overview Our Customer Service Associate on the Worker Operations (W-Ops) Team play a vital role in upholding safety and reliability for both sides of our marketplace. W-Ops is the team that owns end-to-end operational functions for worker reliability (attendance, timeliness) and marketplace quality (broadly defined as “in-the-building performance”).The ideal candidate will be able to balance risk mitigation while delivering exceptional customer experiences masterfully. They repeatedly ask “why” until they reach the root cause of issues and go the extra mile to solve our customers’ problems. Curiosity, empathy, and strong communication skills are essential to success in this role. Note: This is a fully remote position and we operate 24/7. Each shift consists of 5 days within a 7 day cycle (Sunday to Saturday), with both Saturday AND Sunday availability required to support our peak times. **While we are actively recruiting talent from around the world, please note that we are not currently hiring for this role in the USA.** ResponsibilitiesAssist customers via chat, voice, and email, providing timely resolutions and personalized service.Utilize CRM tools to manage and track customer interactions, ensuring accuracy and up-to-date information.Evaluate and monitor customer interactions across all channels, providing feedback and identifying areas for improvement to enhance service quality.Use data-driven insights to propose improvements and streamline customer relations processes.Review customer service data to assess effectiveness and propose improvements.Ensure all customer interactions align with the company’s values, maintaining professionalism and empathy.Guide new customers through onboarding processes, ensuring they understand products or services and are set up for success.Monitor and respond to customer inquiries and feedback across social media platforms, maintaining a positive online presence. Must havesMust be proficient in English/English is a first language2+ years of customer support experience (Voice/Chat)Ability to work as part of multidisciplinary teamsComfortable handling ambiguous situations and adaptable to constant changePossess an “I can handle anything” mentalityDemonstrate a high degree of motivation, self-direction, and initiative to achieve the goals of the team and organizationExceptionally detail-orientedEthical and unbiased integrity and decision-making abilitiesA positive mindset that elevates the entire team System RequirementsMinimum 15Mbps wired internet connectionMinimum i5 processor or equivalentMinimum 12GB RamQuiet working environmentSteady power and internet connection.