Customer Success Associate

Summary

Join Instant Teams as a Customer Success Associate and become a key part of our Life Concierge service, supporting customers with everyday hassles. This 100% remote role requires excellent communication and problem-solving skills. You will respond to customer requests via various channels, assess and solve problems, research solutions, and build strong customer relationships. The position demands strong organizational skills and the ability to handle multiple requests simultaneously. Adaptability and a positive attitude are essential for success in this fast-paced environment. The position is contingent upon a background check and has specific location restrictions.

Requirements

• 2+ years of experience in customer support; childcare or medical background preferred!
• Excellent customer service skills: You must exhibit empathy, courtesy, kindness, efficiency, confidence and helpfulness
• Tech-curious and adaptable in navigating online tools and systems
• We're growing, adaptability and a love for change and improvement in a fast-paced environment
• Excellent written & verbal communication skills: have a strong command of grammar and spelling
• Strong critical thinker and adept at problem-solving
• Interpersonal skills: Remains open to others' ideas and exhibits willingness to try new things
• Display calm conviction, confidence, and empathy when handling customer escalations
• Reliable & Punctual: Displays excellent time management, takes pride in a job well done, embraces change and feedback, while seeking continual improvements to perform
• Ability to take ownership and solve problems
• Positive and resilient attitude
• Great teamwork skills

Responsibilities

• Respond to customer requests via live chat, email, and phone
• Assess and solve common “hassles” (e.g., broken windshield, booking a contractor, travel snafus)
• Efficiently address & solve customer hassles primarily via live channels while maintaining & exceeding KPIs aimed at customer satisfaction, productivity, and accuracy
• Research and present solutions with clear next steps
• Build connection and trust with your customers, going above and beyond to provide an exceptional experience, with the aim to resolve their hassles in an appropriate manner
• Track tasks and stay organized while juggling multiple requests
• Anticipates and responds with energy to new challenges, the unfamiliar, and the urgent
• Be a customer champion, identify their needs, be their advocate, and ensure we are continuously improving

Preferred Qualifications

Bilingual - English / Spanish is a plus

Benefits

• Pay Rate : $18/00/hour
• Training: Monday-Friday 9am-5pm EST
• Post-Training Schedule : 8-hour shift to fall between the hours of 8:30am-8:30pm EST
• 100% remote