Customer Service Representative

Summary

Join Booksy's Customer Service team as a Customer Service Representative supporting US-based business clients. You will address inquiries, provide technical support and education for the Booksy app, and ensure a smooth customer experience. This role requires strong communication and problem-solving skills, experience in customer service and technical support, and fluency in English and Spanish. You will work closely with the US customer base, handling a high volume of calls and emails, and maintaining accurate records. The position offers a competitive salary, benefits, and the opportunity to work remotely. Booksy is a fast-paced, growing company that values innovation and collaboration.

Requirements

• Must be available to work Monday-Friday in line with a CT timezone (8:30am to 5pm)
• Fluency in English and Spanish
• At least 2+ year(s) of customer service and/or technical support experience, preferably with technology/SaaS companies
• Strong knowledge of Windows, iOS, Android, web browsers, and GSuite
• Excellent interpersonal skills with a customer-focused mindset
• Ability to combine technical “know how” with exceptional soft skills including but not limited to strong empathy, patience, communication and listening skills
• Ability to adapt quickly and handle challenging situations as they arise
• Comfortable working under time pressure
• Willingness to collaborate with an international team and adapt to different cultural norms

Responsibilities

• Provide assistance and respond to inquiries from US-based business customers through phone (inbound and outbound), offering technical support and education for the app; and replying to email inquiries
• Handle customer interactions to resolve issues on the first contact, manage inquiries and data through internal systems, and maintain accurate records of all interactions and concerns via CRM
• Effectively multi-task and manage a large volume of calls
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Report issues to the technical support team and provide timely feedback to the company through designated channels regarding service, bug, or provider concerns
• Continuously improve your understanding of the app and enhance your customer service skills
• Work respectfully with peers, other teams, and departments while maintaining a positive, empathetic, and professional attitude at all times

Benefits

• Comprehensive health, dental, and vision coverage
• Secure your future with our 401K match program
• Generous parental leave policy to support your family; 12 weeks paid after 12 months with Booksy
• 20 Days (PTO) Paid Time Off
• Flexible work arrangements, including full-time remote work
• Eligibility For Monthly Performance Bonus
• Pet insurance to help take care of your furry friends