Customer Support Specialist, Otter - Makati City at Otter

Makati, Metro Manila, Philippines

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Restaurant Technology, Food Delivery, SaaSIndustries

Requirements

1-3 years of professional experience in a similar, customer-supporting role
Proven track record of providing support for complex issues, products, and processes
Experience working with support tools like Zendesk, JIRA, Salesforce, Slack etc
Ability to thrive in chaos: handle high-pressure situations, take responsibility for actions, respond well to constructive feedback, and an ability to focus on the task at hand
Communication: emotionally intelligent, strive to always be helpful, empathetic with customers

Responsibilities

Respond to and resolve support tickets from customers in a timely and professional manner through our ticketing system
Troubleshoot technical issues - Zendesk - Tier 2 escalations
Collaborate with cross-functional teams to identify and escalate high-priority issues to ensure timely resolution and customer satisfaction
For more complex issues, proactively engage with customers to identify potential issues and provide timely, effective solutions, leveraging our knowledge base and best practices
Train customers on tools, acting as a key interface with customers via phone, chat, SMS and email support in a professional and efficient manner
Serve as the link of communication between key customers and internal teams as well as work with our Product and Engineering teams to escalate issues about bugs, and feature requests

Skills

Zendesk

Customer Support

Troubleshooting

Ticketing System

Phone Support

Chat Support

SMS Support

Email Support

Customer Training

Otter

Connects parents with vetted babysitters

About Otter

Otter connects parents with qualified babysitters through its online platform, focusing on the childcare industry. The service stands out due to its thorough vetting process for sitters, which includes skills tests, reference checks, and interviews, along with mandatory background checks for both parents and sitters to ensure safety. Parents can book a sitter on short notice, sometimes as little as two hours, making it a convenient option for last-minute childcare needs. The company earns revenue by charging a fee for each booking, which is shared with the sitters, providing them with a flexible income opportunity. With significant backing from prominent venture capital firms, Otter aims to address the demand for reliable childcare services while ensuring a safe environment for families.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$30MTotal Funding

SERIES_ACompany Stage

Social Impact, Consumer GoodsIndustries

1-10Employees

Risks

Increased competition from new platforms offering similar services at lower fees.

Changes in local regulations could increase operational costs and complicate compliance.

Rising concerns about data privacy and security could decrease user trust.

Differentiation

Otter offers a rigorous vetting process for sitters, ensuring safety and reliability.

The platform allows parents to book childcare with as little as two hours' notice.

Otter connects parents with local stay-at-home parents, fostering community-based childcare.

Upsides

Increased demand for flexible childcare solutions due to remote work trends.

Growing interest in last-minute booking options for childcare services.

Venture capital interest indicates strong growth potential for tech-enabled childcare solutions.

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