Customer Support Representative

Role OverviewWe are hiring a Customer Support Representative to help manage our client and member inquiries, technical issues, recommendations, feedback and questions. This Customer Support Representative will play a key role in ensuring Bundle’s clients and members have a positive experience. This role would is a nights and weekends role with flexible hours Monday – Friday 5pm – 9pm ET and Saturday – Sunday 9am – 4pm ET.Our ideal candidate will be available to work nights and weekends and be the primary point of contact during those hours. If you have a passion for building and driving company growth and want to be a part of a passionate, mission-driven team, this is the perfect position for you.

Duties and Responsibilities

  • Respond to and engage all members through website chat, email, and text in a timely manner.
  • Resolve product or service problems by clarifying the member’s question or complaint, determining the cause of the problem, and selecting and explaining the best solution to the problem.
  • Work with internal teams to resolve all inquiries and tickets efficiently.
  • Chat with new or potential members on website to increase engagement and utilization.
  • Select appropriate responses to customer issues and work quickly to resolve them.
  • Answer questions and forward requests from Bundle’s concierge line. Work with the Content and Marketing team to manage expectations for custom Bundle sessions.
  • Gather member feedback and share with Bundle stakeholders.
  • Maintain strong communication with clients and following up to ensure all inquiries are resolved.

Requirements

  • 1-2+ years of relevant work experience.
  • Availability to work nights and weekends. (M-F 5pm – 9pm ET, Saturday & Sundays 10-4pm ET)
  • Strong communication skills, with the ability to handle high-pressure conversations.
  • Excellent time management skills by being able to balance multiple projects at one time and prioritize customer needs.
  • High level of professionalism.
  • Comfortable in a fast-paced startup environment.
  • Prior experience using HubSpot is a plus.

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