Customer Support Advisor

Summary

Join Acuity Scheduling's remote US team as a Customer Support Advisor! This role requires exceptional problem-solving skills, empathy, and product expertise to handle customer inquiries via live chat and email. You will collaborate with a team to improve processes and customer experience, while maintaining high quality standards. The position demands strong communication and critical thinking skills, and prior customer-facing experience is beneficial. This is a 40-hour per week role with weekend and holiday shifts, located in Central or Mountain Time zones. Acuity Scheduling offers a competitive salary and benefits package.

Requirements

• Be ready to dive into a fast-paced role with a set schedule of 40 hours per week, including weekend and holiday shifts when needed, to support our global customer base
• Bring an innate ability to express complex solutions clearly and concisely, with strong writing skills and an eye for detail
• Excel at identifying the root cause of problems and navigating ambiguity to find efficient and effective solutions
• Thrive in an independent work-from-home setting but are always eager to collaborate and learn from your team
• Reside in the USA Central or Mountain Time
• Have a quiet, dedicated workspace with a door, ergonomic chair, desk, and reliable internet connection

Responsibilities

• Handle live chat and email support for customers, navigating everything from straightforward inquiries to highly complex, consultative scenarios with efficiency and care
• Apply your strong problem-solving skills to resolve ambiguous and challenging issues, ensuring customers receive the best possible experience in every interaction
• Stay up to date with new product features and continuously adapt to new processes
• Provide feedback to improve our offerings and help shape future innovations
• Work closely with your team to share knowledge, streamline processes, and enhance the customer experience
• Maintain high standards of quality and efficiency in your support interactions, consistently meeting set targets for productivity and quality
• Identify and report system issues, as well as unexpected customer experiences, to the Product Operations team to improve the overall service

Preferred Qualifications

• Have prior experience in a customer support role
• Have significant experience interacting with customers—whether through previous roles in sales, hospitality, retail, education, healthcare, event coordination, coaching, or any other customer-facing position

Benefits

• A choice between medical plans with an option for 100% covered premiums
• Health Savings Account with Squarespace funding
• Fertility and adoption benefits
• Supplemental Insurance plans
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Retirement benefits with employer match
• Flexible paid time off
• 20 weeks for parental leave and up to 12 weeks to care for an ill family member
• $100 per month remote Stipend
• Access to supplemental insurance plans for additional coverage
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)