Customer Service Representative

Summary

Join Jobber as a Customer Service Representative and be part of our award-winning Customer Success department, supporting our hundreds of thousands of users. You will provide top-tier customer service through live chat, phone, and email, assisting users with new features, functionality, troubleshooting, and feedback. This role directly impacts the success of entrepreneurs who rely on Jobber. We offer a transparent, inclusive, and collaborative work environment. The position involves responding to inquiries, troubleshooting issues, maintaining high channel productivity, acting as a liaison for customer feedback, and building a knowledge base. We value empathy, clear communication, and problem-solving skills.

Requirements

• Be the ultimate people person! Whether you’re a barista at a coffee shop, a server in a popular restaurant, or a retail star - if you love working with people, you’ll be great in this position
• Be agile and adaptable to solve problems quickly. We’re growing fast and things are changing every day - both in our product and in our process. You need to be invigorated by this type of environment and be excited by a new challenge
• Be empathetic to our customers' journeys. Our biggest priority is to support our customers, so you need to be comfortable and confident diving into their issues and fill in your own knowledge gaps to better support them
• Be clear and effective in interactions with our customers over the phone. You should be confident in your verbal communication skills, being able to articulate information concisely and with a friendly demeanor will be crucial in addressing customer needs and resolving issues promptly
• Be able to craft professional and empathetic responses to customer inquiries via email and chat. Attention to detail and clarity in your writing will ensure our customers receive accurate and helpful information in every interaction
• Be curious. Asking questions and probing is essential in this role, and the key to being able to provide great customer service
• Be incredibly reliable for our customers and the rest of the success team. Being supportive is one of our company values, so showing up for your team and customers is number one
• Be resilient in the face of adversity. Not every problem will be simple to solve and not every customer interaction will be a positive one. Being able to overcome those moments and learn from them for next time is key
• Be confident with technology. You should be able to touch type to help you get through high-volume chats and be very comfortable navigating cloud-based software

Responsibilities

• Respond to inquiries that encompass the entire Jobber ecosystem from new and existing customers through live chat, phone, or email
• Troubleshoot issues or problem solve questions that customers may have about a feature, bug, or work flow
• Maintain high channel productivity across our different mediums
• Be a liaison for customer feedback to product and technical teams
• Build a knowledge base of FAQ’s and document all feedback and recommendations from our customers, ensuring the integrity of that data to help shape future decisions

Benefits

• Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind
• Your professional growth matters to us too! You’ll have access to a dedicated talent development program that includes career coaching and opportunities for career development
• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, retirement savings plan matching, and stock options
• A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential
• Support for all your breaks: from vacation to rest and recharge, your birthday off to celebrate, health days to support your physical and mental health, and parental leave top-ups to support your growing family