User Support Specialist
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 a successful user support and educational experience for hampr members as well as hampr’s independent contractor force (washrs). This role will be comfortable with 1-on-1 communication, troubleshooting, diffusing situations, and responding to the user's changing needs. The User Support Specialist is a people-person who loves the rewarding challenge of building a strong user experience reputation for hampr that fosters brand loyalty while scaling a startup.
Your Responsibilities
- Be a knowledge base concerning the features and functions of the hampr and washr application
- 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
- 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 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
- 1+ year(s) of experience in user support/success, customer service, communications or similar background
- Strong communication skills in a digital environment
- Intermediate math skills
- Working knowledge of web-based business applications (Google suite)
- Active, team player comfortable with multi-tasking and quickly adjusting priorities
Nice To Haves
- Experience with Intercom or similar customer service platforms
This is a part-time, role with an expected 20-30 hours weekly. Option of hybrid/in office availability (Lafayette, LA) or fully remote (based on location).
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 “office hours” for the Support Team are Monday - Sunday, 6 AM - 9 PM CST.
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 Type: Part-time
Pay: From $15.00 per hour
Expected hours: 20 – 30 per week
Benefits:
Experience level:
Weekly day range:
- Monday to Friday
- Weekends as needed
Experience:
- customer service: 1 year (Preferred)
Work Location: Remote