Customer Support Associate

Summary

Join Workstream, a mission-driven company building premium software for hourly businesses, as a Customer Support Associate. You will be the primary point of contact for customers, addressing issues via phone, email, and chat, aiming for a sub-one-minute first response, under 24-hour resolution, and 95% CSAT. This permanently remote role requires 1-3 years of customer support experience, fluency in English, phone support experience, help desk software proficiency, and a stable internet connection. Workstream offers a $50 monthly stipend, annual and performance-based bonuses, flexible PTO, company-issued devices, and career growth opportunities. The role involves partnering with the Success team, updating knowledge bases, and contributing to company initiatives. You must be comfortable adapting to changing processes and making recommendations for improvement.

Requirements

• Have a long-term vision of working and growing with a Silicon Valley based technology startup. Comfortable with adapting to ever changing processes and making recommendations to improve such
• 1 to 3 years experience as a Customer Support Specialist or similar CS role
• Must be fluent in English both verbal and written. Able to effectively communicate and build relationships with global colleagues and customers
• Must have Phone Support experience
• Must have experience using help desk software and remote support tools
• Must be willing to work following the US time zone
• Must have a high-speed and stable primary and backup internet connection ( at least 50 Mbps ). Please note that we will require you to submit a document showing a screenshot of your speed test results
• Must be willing to attend occasional in-person meetings in Metro Manila

Responsibilities

• Be the primary point of contact for our customers via phone, email, and chat, addressing a broad range of issues and requests related to our products
• Promptly and accurately respond to customer needs as measured by: a median first response time of less than one minute, issue resolution time of fewer than 24 hours, and CSAT score of 95%
• Escalate issues to teammates and the engineering team as needed. Have judgment on what are user errors, poor training, product defects, and feature requests
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Proactively check in with clients until the issue is resolved
• Actively participate in initiatives that drive the growth of the company such as assisting in training junior customer support representatives, product testing, recommending new products to customers, etc
• Partner with the Success team with tasks to get clients set up and make any modifications that clients request to fully take advantage of our platform
• Help build and update our customer and internal knowledge bases through writing articles and recording video walkthroughs

Benefits

• Pay wired directly to your bank account
• $50 Monthly Stipend
• Annual Bonus
• Performance-based bonuses
• Flexible PTO
• Enjoy company time off during some of the major US and PH Holidays
• Company-issued Device
• Career fast track for performers and internal mobility
• Learn from a team of Stanford, MIT, Google and Harvard alumni