Customer Support Representative

Summary

Join Togetherwork, a leading provider of SaaS solutions for organizational management, administration, and payment processing, as a part-time Customer Support Specialist. You will be supporting the Rec & Leisure business line, specifically assisting dance studios with their online registration, tuition calculation, and payment processing software. This role requires strong customer service and analytical skills, experience with phone support, and the ability to diagnose and explain complex solutions. You will be responsible for responding to client inquiries, working with development and quality assurance teams to resolve system issues, and documenting frequently asked questions. This is a temporary position expected to end on September 30, 2025, with a flexible work schedule that includes weekends. Togetherwork offers a comprehensive benefits package including medical, dental, and vision insurance, disability coverage, life insurance, a 401K plan with company match, flexible paid time off, sick days, company paid holidays, and parental leave.

Requirements

• Strong customer service and analytical skills are a must
• Comfortable helping customers via phone support
• Ability to diagnose and explain complex solutions to technical and non-technical audiences
• Ability to quickly learn computer software and operating procedures
• Proficient in Microsoft Office Suite or related software
• Flexible work schedule; must be able to work on weekends
• Excellent communication (written and verbal) and time management skills
• Proven track record of outstanding performance and achieving goals
• Success-driven, works well in a team and enjoys a dynamic and changing environment
• Knowledge and passion for the dance industry

Responsibilities

• A detail-oriented, self-learner who enjoys troubleshooting software issues and providing clients with solutions that meet their business needs
• Comfortable answering both processes (how-do-I?) and business (how-should-I?) inquiries and requests
• Ensure that the customer is successful using our product and that they have great experience doing so
• Ideal candidates are eager to join us at the ground level, knowing there is room for growth
• Responding to client questions and issues including bugs, feature requests, and business processes through phone, chat, and email
• Working directly with clients, as well as: Development and Quality Assurance teams to identify, triage, and resolve system issues
• Documenting frequently asked questions and preparing knowledge-based content
• Documenting requirements and user stories for production issues and feature requests

Preferred Qualifications

Previous experience with SaaS or payments industry preferred, but not mandatory

Benefits

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401K option with 100% company match
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Culture that values work/life balance and celebrates successes