Customer Support Specialist

Summary

Join Calendly's Customer Experience team and become a Customer Support Specialist, providing high-touch support to customers and helping them maximize our product. You will be the first point of contact for users, resolving tickets via live chat, phone, or email. This role requires excellent problem-solving skills, technical savviness, and a customer-centric approach. You'll work in a fast-paced environment, measured by personal and team goals. The position involves a consistent 5-day work schedule, including one weekend day, from 4 pm to 1 am EST. Calendly offers competitive benefits and opportunities for growth.

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

Preferred Qualifications

Live Chat or Phone customer support experience a plus

Benefits

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