Customer Support Advisor US (Phone) - Bilingual English/Spanish

Booksy

3h•$45,000 - $50,000•Remote

About The Position

Your career as a Customer Support Advisor (phone) at Booksy will give you the opportunity to be our customers' reliable partner, offering them support and ensuring a smooth, exceptional experience with our platform. Working as part of a team that values human connection, you'll be the voice of Booksy for our US-based business customers. Your focus will be on delivering top-quality service that goes beyond simple resolution, empowering beauty, health, and wellness professionals to succeed.

Requirements

Customer service and/or technical support experience, preferably with technology/SaaS companies
Fluency in English and Spanish.
A proven ability to manage high-volume customer interactions (calls and emails) while maintaining quality and composure.
Strong technical aptitude and ability to adapt quickly and handle challenging situations as they arise.
A "People First" mindset, with clear empathy and a professional communication style.
Strong knowledge of Windows, iOS, Android, web browsers, and GSuite.
Ability to combine technical “know how” with exceptional soft skills including but not limited to strong empathy, patience, communication and listening skills.
Comfortable working under time pressure.
Please note that while we are a remote-first company, this role will be based in the United States in the EST or CST time zone.

Responsibilities

You'll provide assistance and respond to inquiries from US-based business customers through phone (inbound and outbound), offering technical support and education for the app.
You'll handle email inquiries and effectively multi-task to manage a large volume of calls.
You'll resolve issues on the first contact, manage inquiries and data through internal systems, and maintain accurate records of all interactions and concerns via our CRM (Salesforce).
You'll maintain a positive, empathetic, and professional attitude toward customers at all times.
You'll report critical issues to the technical support team and provide timely, valuable feedback to the company regarding service, bug, or provider concerns.
You'll continuously improve your understanding of the app and enhance your customer service skills.
You'll work respectfully with peers, other teams, and departments, maintaining a positive attitude at all times.

Benefits

Remote work with $50/month home phone/internet reimbursement.
Comprehensive health, dental, and vision coverage with UHC.
Company paid STD and LTD, and Basic Life Insurance at 1x salary.
FSA/HSA's available - Booksy contributes $1,000/$2,000 to the HSA for employee/employee plus.
Accident/Hospital/Critical Illness voluntary plans available.
401k - 50% match up to 8% of contributions paid annually/ 3-year vesting period.
PTO - Exempt employees - unlimited with manager approval. Non-exempt employees - 160 hours/year (does not roll over).
12 Holidays observed.
Parental Leave - 12 weeks of paid leave.
EAP (Employee Assistance Program).
Voluntary Pet Insurance through Fetch.
Financial wellness tools through SoFi and Ladder.
Discounts via Perkspot.
Booksy benefit $50 per month to use on services in our app.