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 technical troubleshooting skills, excellent communication, and the ability to thrive in a fast-paced environment. You'll be the first point of contact for users, offering solutions and creating a positive support experience. The position involves working a consistent 5-day schedule, including one weekend day (Tuesday-Saturday, 11 am to 8 pm ET). Calendly offers a competitive hourly rate and the opportunity to make a significant impact on a growing company.

Requirements

• 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
• 1+ years of experience in software (SaaS) customer support
• 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
• 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

$19.62 — $26.55 USD (Tier 1, 2, and 3 Hourly)