F2P Customer Success Associate at Sleeper in Remote, United States

Job description

• Application
• Join our team
• The customer support role at Sleeper is the heartbeat of the company. You will play a key role in supporting and nurturing our user relationships, by collecting the voice of the customer and funneling feedback to appropriate channels.
• You will join a small, but passionate team that acts as the front-line to our users, and help with user onboarding, resolve bug and usability issues, and collect and prioritize product and feature requests.
• Successful candidates for this job are skilled problem-solvers who are adept at asking questions to help distill the causes and intent of our users. In addition, a high degree of empathy and customer-centric personality is required for the role.

Responsibilities

• Provide exceptional customer service through demonstrating product knowledge
• Effectively communicate with our users across several channels – email, chat, and social media
• Promote Sleeper through your conflict resolution abilities and effective communication skills
• Comfortable questioning conventional wisdom, eager to take initiative, able to identify and develop creative solutions

Requirements

• Competence with Intercom is preferred but not required
• Excellent verbal and written communication skills to communicate and collaborate across multiple departments and our users
• Ability to work weeknights and weekends due to varying shifts, which includes 5 days of work with 2 days off is required
• Sleeper fandom!

Skills

Required

• Skilled problem-solver
• Adept at asking questions
• High degree of empathy
• Customer-centric personality
• Conflict resolution abilities
• Effective communication skills
• Eager to take initiative

Preferred

• Competence with Intercom

Benefits

• Competitive salary
• Comprehensive health, dental, and vision insurance
• 401(k)
• Flexible working hours and remote work options
• Opportunities for career advancement
• Sleeper believes in quality over quantity, and intentionally keeps our team small as a result. In past roles, we found it very hard to make a big impact when companies grow too large in size, which has a detrimental effect on the product and the impact any single individual can have. Our team includes designers, engineers, product experts, and finance & operation focused on one thing — connecting people over sports. We believe in fair and equitable pay. Certain locations in the United States require job postings to include a reasonable estimate of the base salary range and/or a general description of benefits and other compensation applicable to the role.
• Competitive salary plus benefits including Medical, Dental, PTO, 401k.
• Please note that the salary range for this role takes into account a wide range of factors that are considered in making compensation decisions including, but not limited to, skill sets; experience and training; licensure and certifications; and other business and organizational needs.