Customer Support Specialist - Overnight Shift

About the Team & Opportunity

Join Calendly's Customer Experience team and provide a high-touch experience to our customers, enabling them to maximize our product and reclaim valuable time.

We are seeking a Customer Support Specialist with a curiosity for technology, critical problem-solving skills, and a passion for enabling customers. This role reports to a Senior Manager of Customer Service and will be on the front lines of customer support issues during our overnight shift.

Shift: Tuesday-Saturday, 12:00 AM - 9:00 AM EST

A Day in the Life of a Customer Support Specialist

In this role, you will:

• Resolve tickets via Live Chat, Phone, or Email promptly in a fast-paced environment.
• Maintain expert-level product knowledge.
• Participate in Calendly support initiatives.
• Be measured by personal and team goals & metrics.
• Make a significant impact on the customer experience.

On a typical day, you will be working on:

• Being the first point of contact for users needing help or having questions, providing solutions and creating the best Calendly support experience.
• Helping customers schedule more meetings.
• Taking a consultative approach to problem-solving.
• Maintaining fantastic written communication skills.
• Becoming an expert in the Calendly product, use-cases, and the scheduling industry.
• Patiently empathizing with customers in every interaction.
• Attending ticket audits and receiving active feedback regularly.
• Documenting and advancing customer and internal issues appropriately.
• Going above and beyond to serve customers and your team (being a self-starter).
• Utilizing technical savviness and resourcefulness to assist customers relatively autonomously.
• Taking ownership over the customer experience provided.

What 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 is a plus.
• Ability to thrive in a challenging, fast-paced environment and enjoy helping people.
• A self-starter mentality and a 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.
• Ability to work 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 requires product expertise, exemplary time management skills, critical thinking for problem-solving, and effective communication throughout the customer experience. Due to the hours of coverage, it is imperative that the person in this role exercises good, professional judgment and can thrive in a relatively self-sufficient context. We are looking for self-starters who are curious and intrinsically motivated to make an impact.

Available Shifts

To best serve our customers globally and 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 Tuesday-Saturday from 12:00 AM - 9:00 AM EST.

What’s In It For You?

• Make a serious impact on a product used by millions.
• Join us during a period of significant growth.
• Accelerate your career to the next level.
• Learn, grow, and do the best work of your life alongside the best people.