Customer Support Associate

About the role

Workstream is a rapidly growing Series B company specializing in HR, payroll, and hiring solutions tailored for the hourly workforce. As a Customer Support Associate, you will become an integral part of a remote-first team dedicated to delivering exceptional support to a diverse range of clients, including well-known brands such as Burger King, KFC, and IHOP. Your role will be pivotal in ensuring customer satisfaction and fostering long-term relationships with our clients.

Key facts

What you'll do

• Act as the primary point of contact for customers through various channels, including phone, chat, and email, ensuring timely and effective communication.
• Strive to maintain a median first response time of under one minute, a resolution time of less than 24 hours, and achieve a customer satisfaction score (CSAT) of 95% or higher.
• Classify customer inquiries into categories such as user errors, training needs, product issues, or requests for new features, ensuring accurate tracking and resolution.
• Collaborate with the engineering team to escalate and address any technical issues that arise, ensuring swift resolution for customers.
• Support the Customer Success team in onboarding new clients and configuring the platform to meet their specific needs.
• Develop and enhance knowledge base articles and video tutorials to empower customers and improve self-service options.
• Engage in internal projects, including product testing and mentoring junior team members to foster a culture of continuous learning.
• Monitor customer feedback and identify trends to contribute to service improvement initiatives and enhance the overall customer experience.

Requirements

• A minimum of 1 to 3 years of experience in a customer support position, demonstrating a solid understanding of customer service principles.
• Professional proficiency in English, both spoken and written, is essential for effective communication with clients.
• Experience providing support via phone is a must, showcasing your ability to handle customer inquiries effectively.
• Familiarity with help desk software and remote support tools is required to assist customers efficiently.
• Availability to work during US business hours is essential to align with client needs.
• A reliable primary and backup internet connection with a minimum speed of 50 Mbps is necessary for seamless communication.
• Willingness to attend occasional in-person meetings in Metro Manila to collaborate with the team and engage in training sessions.

Nice to have

• Experience in the HR or payroll software industry would be beneficial, providing context for the product and customer needs.
• Familiarity with customer relationship management (CRM) systems can enhance your ability to track interactions and improve service.
• Previous experience in a remote work environment is a plus, as it demonstrates adaptability to virtual collaboration.

Skills & tools

• Strong communication skills, both verbal and written, to effectively interact with customers and team members.
• Problem-solving abilities to identify issues and provide effective solutions promptly.
• Time management skills to prioritize tasks and manage workload efficiently.
• Proficiency in using various software tools for customer support, including ticketing systems and remote assistance applications.

Practical notes

• The compensation package includes an annual bonus, performance-based incentives, and a monthly stipend of $50 to support your work-from-home setup.
• Employees enjoy flexible paid time off (PTO), along with time off for major holidays observed in both the US and the Philippines.
• Salaries are directly deposited into your bank account, ensuring timely payment.
• Workstream promotes internal mobility, offering career advancement opportunities for high-performing individuals.
• Candidates should be prepared to submit a screenshot of their internet speed test results as part of the application process.

Join Workstream as a Customer Support Associate and become part of a dynamic team committed to transforming the way hourly workers are hired and managed. Your contributions will play a crucial role in enhancing customer experiences and driving the success of our innovative solutions.