Worksome Hiring for Customer Support Representative at United States Full Time

Worksome is on a mission to make work better. We’re dedicated to creating a world where people are more productive and working on what they love. Our platform offers companies a seamless way to hire, manage and pay their external workforce – creating better experiences for everyone and more opportunities for people in the flexible world of work.

Worksome is a human-first company, with a culture rooted in trust, transparency and inclusion. By prioritizing the needs and well-being of both our employees and clients we believe that we’re one step closer to creating a more agile and fulfilling world of work – for everyone.

Founded in Denmark in 2017, we currently have offices in Copenhagen, London and New York – and are rapidly expanding into new markets.

The Customer Support Representative is primarily responsible for providing daily assistance to companies and freelancers regarding all aspects of Worksome, ensuring they have an excellent experience using our products. Support responsibilities encompass addressing incoming support inquiries through chat and email using Intercom, as well as collaborating closely with our Finance, Compliance, Product, and Engineering teams. Key attributes of this role include a customer-centric approach, a service-oriented mindset, and consistently greeting Worksome’s users with a positive demeanor. In addition to your day-to-day support duties, customer support representatives are also expected to take ownership of and oversee the entire customer service experience from start to finish, playing a crucial role in maintaining exceptional customer service, even during periods of rapid business growth.

About the job

As a crucial member of our team, you will:

• Provide Timely Support: Address user queries on Intercom during office hours in the US Pacific Standard Time (PST) zone, ensuring users receive prompt assistance.
• Drive Support Innovation: Lead efforts to innovate and automate our support functions. This includes leveraging tools like Bots, AI, Product tours, and FAQs, while staying vigilant for new potential tools and processes to enhance our support operations.
• Elevate Customer Support Experiences: Continuously explore ways to enhance our customer support function, aiming to provide users with even more exceptional experiences with Worksome.
• Data-Driven Decision-Making: Track and on support queries to make informed, data-driven decisions that optimize our support operations.
• Facilitate Onboarding: Play a crucial role in onboarding and ramping up new team members in the Customer Support department, ensuring they’re equipped to deliver high-quality assistance to our users.
• Collaborative Support: Extend your support to Customer Success Managers, Account Directors, and Account Executives as needed, ensuring seamless, efficient, and top-quality customer experiences across all user groups.
• Cross-Team Collaboration: Foster effective collaboration with internal stakeholders, contributing to a unified Worksome culture. Share insights and knowledge with colleagues from other teams, typically through platforms like Slack.
• Ownership of Tasks: Take ownership of specific team tasks, in alignment with your manager. This may involve tasks such as freelancer and marketplace job approvals, updating macros, addressing public reviews, and raising internal JIRA tickets.

About you

• Experience: You bring valuable experience from a Customer Success or Support role, preferably in a startup environment. This experience equips you with a deep understanding of customer needs and challenges.
• Technical Curiosity: You have a natural inclination towards technology and possess the ability to quickly become a ‘Worksome Super User’. Your curiosity drives you to explore and master our platform.
• Communication Skills: You are a strong communicator with a knack for simplifying complex processes and products. You excel at explaining intricate details in a clear and concise manner.
• Technical Expertise: You have a profound understanding of Worksome’s internal flows and processes, particularly in areas like CSM, Sales, and Finance.
• Tech-Savviness: You’re not just familiar with technology, you’re passionate about it. You have a genuine interest in staying updated with industry trends and advancements.
• Regulatory Compliance: You either have existing knowledge or a keen willingness to learn about market-specific regulatory compliance. This shows your dedication to ensuring our users operate within legal and regulatory frameworks.
• Collaboration and Relationship Building: You excel in building strong relationships and thrive in a collaborative environment. You understand the value of teamwork in achieving collective success.
• Empathy: As the internal voice of our users, you’re deeply empathetic. Your motivation comes from a genuine desire to assist and support our users in achieving their goals.

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• 401(k) Plan with a 4% Matching Contribution
• Generous Paid Time Off: 30 days, excluding bank holidays
• Paid Sick Leave
• Paid pregnancy, maternity and paternity leave
• MealPal account – lunch provided everyday that you are in the office!
• Stock options
• Flexible work environment
• Full time salary ranging from USD 50.000-60.000 yearly
• An opportunity to help shape the future of work!

Also, we’d love you to have been part of a journey similar to ours. Maybe you have spent time in start-up environments, growing from a small founding team to bigger geographically disparate teams. If you’ve worked on a similar product, i.e. a web-based platform or other web-based solutions, that wouldn’t hurt either.