Customer Support Specialist

Summary

Join Calendly's Customer Experience team as a Customer Support Specialist and provide high-touch support to customers, maximizing their product usage. You'll resolve tickets via live chat, phone, and email, maintaining expert product knowledge. This role involves problem-solving, excellent communication, and collaboration within a fast-paced environment. You'll be measured by personal and team goals and metrics, contributing directly to customer satisfaction. The position requires 1+ years of SaaS customer support experience and strong technical troubleshooting skills. Calendly offers a competitive compensation package including a base salary, quarterly bonuses, equity awards, and benefits.

Requirements

• 1+ years of experience in software (SaaS) customer support
• Technical software troubleshooting skill and experience
• Someone who thrives in a challenging, fast-paced environment and enjoys helping people
• A self-starter mentality and desire to make a direct, tangible impact on a rapidly growing product and company
• Drive and ability to thrive in a metrics-focused role and team environment
• Phenomenal written and verbal communication skills
• Outstanding time management skills
• Someone who works collaboratively with a passionate, customer-centric team
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time

Responsibilities

• Be the first point of contact for our users when they need help or have questions, providing solutions and creating the very best Calendly support experience
• Help our customers schedule more meetings
• Take a consultative approach to problem-solving
• Maintain fantastic written communication skills
• Be a Calendly product, use-case, and scheduling industry expert
• Patiently empathize with customers with every interaction
• Attend ticket audits and receive active feedback on a regular basis
• Document & advance customer and internal issues appropriately
• Go above and beyond to serve our customers and your team (be a self-starter)
• Use your technical savviness and resourcefulness to assist customers relatively autonomously
• Take ownership over the customer experience you provide

Preferred Qualifications

Live Chat or Phone customer support experience

Benefits

• Quarterly Corporate Bonus program (or Sales incentive)
• Equity awards
• Competitive benefits