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 requires 1+ years of SaaS customer support experience, technical troubleshooting skills, and excellent communication. You'll be the first point of contact for users, offering solutions and creating a positive support experience. The position offers a consistent 5-day work schedule (Tuesday-Saturday, 4 pm-1 am EST) and a competitive benefits package including a quarterly bonus program, equity awards, and competitive 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

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
• Resolve tickets via Live Chat, Phone or Email promptly in a fast-paced environment and effectively maintain expert-level product knowledge
• Participate in Calendly support initiatives

Preferred Qualifications

Live Chat or Phone customer support experience

Benefits

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