Customer Support Specialist

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About the team & opportunity

What’s so great about working on Calendly’s Customer Experience team? We provide a high touch experience to each customer and enable them to maximize our product so that they can gain valuable time back into their day to day.

Why do we need you? We are looking for a Customer Support Specialist who has a curiosity for technology, critical problem-solving skills, and a desire to enable customers! You will report to a Senior Manager of Customer Service and be on the front lines of customer support issues during our overnight shift from 12am-9am EST.

A day in the life of a Customer Support Specialist at Calendly

You will resolve tickets via Live Chat, Phone or Email promptly in a fast-paced environment and effectively maintain expert-level product knowledge. You will have the opportunity to participate in Calendly support initiatives and you will be measured by personal and team goals & metrics. Many customers have experienced the value of Calendly firsthand, and our team makes a huge impact on that experience. In order to stay at the top of industry customer service standards, we need to continually grow our team.

On a typical day, you will be working on:

• 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

What do we need from you?

• 1+ years of experience in software (SaaS) customer support
• Technical software troubleshooting skill and experience
• Live Chat or Phone customer support experience a plus
• 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. Calendly does not engage in immigration sponsorship at this time

Our ideal candidate will thrive in a fast-paced, high-volume, email, phone, and live chat-based customer support environment. This role will require product expertise, exemplary time management skills, critical thinking about problem-solving, and effective communication throughout the customer experience. Due to the hours of coverage, it is imperative that the person in this role exercise good, professional judgment and be able to thrive in a relatively self-sufficient context. We're looking for self-starters who are curious and intrinsically motivated to make an impact.

Available shifts

In order to best serve our customers globally, and to support multiple time zones, seven days a week.

This role has a consistent 5-day per week work schedule that will include one weekend day: your shift each week will be Sunday - Thursday from 12am-9am EST.

What’s in it for you?

Ready to make a serious impact? Millions of people already rely on Calendly’s products, and we’re still in the midst of our growth curve — it’s a fantastic time to join us. Everything you’ll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best