User Support Specialist (F/T)
At hampr, we want to simplify people’s lives by providing a laundry-free life - and their experience should be fun, easy and frictionless. The User Success team ensures that happens.
The User Support Specialist will be responsible for providing friendly and successful customer support for hampr members as well as hampr’s independent contractor force (washrs). This role will be comfortable with 1-on-1 communication, customer service, troubleshooting, diffusing situations, and responding to the user's changing needs. The User Support Specialist is a person who loves interacting with others and enjoys the rewarding challenge of building a strong user experience reputation for hampr that fosters brand loyalty while scaling a fast-moving startup.
Your Responsibilities
- Be a knowledge base concerning the features and functions of the hampr and washr applications.
- Utilize web-based tools (support chat) to field/respond to communication from Members and independent contractors (washrs).
- Troubleshoot and report technical errors and app bugs to the development team.
- Assist in issuing refunds and other positive solutions for dissatisfaction.
- Assist in monitoring order lifecycle from order creation to delivery to ensure successful experience.
- Proactively communicate with independent contractors in a positive and friendly manner to solve unexpected problems and ensure orders are accurate and on time.
- Maintain existing user success metrics and data as directed.
- Communicate effectively with internal teams to better understand user needs, maximize retention and growth, and share learnings.
Requirements
- 2+ years of experience in customer service, communications, or similar background
- Strong communication skills in a digital environment
- Intermediate math skills (will need to calculate costs)
- Working knowledge of web-based business applications (Google Workspace)
- Active, team player comfortable with multi-tasking and quickly adjusting priorities
Nice To Haves
- Experience with Intercom or similar customer service platforms
- Experience with payment processing platforms
This is a full-time role with an expected 35-40 hours scheduled weekly. Option of hybrid/in office availability (Lafayette, LA or Prosper/Celina, TX) or fully remote (based on location). Please be aware that the shifts are scheduled to correspond with the Central Time Zone.
The User Support Specialist role must be flexible and willing to work a variety of shifts based on business needs and scheduling coordination with fellow Support Team members. The Support Team operates 7 days a week, between the hours of 6 AM - 9 PM CST, including holidays.
Applicants are subject to background checks before employment. We are an equal opportunity employer and value diversity at our company.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status
Job Types: Full-time, Permanent
Pay: $15.00 - $19.00 per hour
Expected hours: 35 – 40 per week
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Every weekend
Application Question(s):
- Are there any shift times or days during a week that you are not available to work?
Experience:
- Customer support: 2 years (Required)
- Google Suite: 1 year (Preferred)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
Work Location: Remote
