Customer Support Representative - U.S. based

Shopmonkey•Morgan Hill, CA

10d•$20 - $25•Hybrid

About The Position

Shopmonkey is seeking a U.S.-based Customer Support Representative to provide relationship-based support to auto repair shop customers and strengthen customer loyalty. The role serves as a key connection between customers and Shopmonkey, responding to inquiries and working with cross-functional internal teams to develop effective, individualized solutions. The position offers variety and opportunities to learn Shopmonkey’s product suite and the automotive industry in a growing startup environment. It is hybrid, with three days per week in the Morgan Hill, California office and two days working remotely. This is a full-time, non-exempt position compensated at $20–$25 per hour, with eligibility for standard company benefits.

Requirements

1–3 years of customer support experience in a high-volume call center environment, supporting clients by phone, email, and chat.
Clear, professional, friendly, and informative communication style.
Enjoys creative problem-solving and new challenges.
Self-directed learner and highly motivated.
Able to thrive in a dynamic, collaborative startup environment and comfortable with ambiguity and taking initiative.
Able to adapt quickly to changing priorities and customer needs.

Nice To Haves

Enthusiasm for evening or weekend shifts.
Experience in hospitality, the automotive industry, a call center, or a fast-paced startup.
Ability to take direction from peers and managers.
Spanish-speaking ability.
Interest in cars or familiarity with the automotive industry.

Responsibilities

Learn the Shopmonkey product suite and automotive industry.
Provide relationship-based, high-quality customer service to auto shop customers.
Gather relevant customer information, identify and fulfill customer needs, educate customers to help prevent future contacts, and document interactions.
Respond professionally and compassionately to customer complaints and service inquiries, working with Customer Support Management to address escalated concerns.
Manage workload, assigned schedules, and attendance standards.
Handle incoming customer requests and resolve issues promptly and thoroughly.
Use available tools and resources during email, phone, and chat interactions to recommend effective use of the Shopmonkey platform.
Balance company policy with customer benefits when making decisions.
Meet department standards for servicing and responding to phone, chat, and email queues while adhering to schedules and attendance expectations.
Analyze and report trends in customer feedback to identify process improvements.
Communicate business-related matters professionally and successfully, verbally and in writing, internally and externally.
Identify opportunities to improve processes and the customer experience.
Work with internal teams to meet the changing needs of auto shop customers.

Benefits

Medical, dental, vision, and life insurance, available the first day of the month following hire date.
Short-term and long-term disability coverage.
Employee assistance program.
Reimbursement for a personal health and wellness membership.
Generous parental leave.
401(k) available upon hire.
11 paid holidays.
Flexible time off.
Matching donations for approved charitable organizations.
Group volunteer efforts.