Customer Support Specialist - Weekend

SitterTree

10d•$18 - $20•Remote

About The Position

The Customer Support Specialist delivers timely, professional, and effective support to users through phone, email, and text. The role manages customer inquiries, resolves issues, handles refunds and payment concerns, and supports a positive user experience while meeting customer service response and resolution goals. This is a remote position scheduled for weekends: Saturdays from 8:00 AM to 5:00 PM EST and Sundays from 7:30 AM to 4:30 PM EST. The stated start date is January 4, 2027. The role requires strong communication, problem-solving, organizational, and attention-to-detail skills, along with a commitment to customer service.

Requirements

Must be able to work all or most weekend days: Saturdays 8:00 AM–5:00 PM EST and Sundays 7:30 AM–4:30 PM EST.
Must be available to start on or soon after January 4, 2027.
High school diploma or equivalent required.
Minimum 1–2 years of experience in customer service, customer support, call center operations, administrative support, or a related role.
Previous experience handling customer inquiries, resolving complaints, processing requests, and maintaining customer records.
Experience communicating with customers by phone, email, and other electronic communication platforms.
Working knowledge of Google applications, including Gmail, Google Voice, and Google Drive.
Strong understanding of customer service principles, professional communication, and customer relationship management.
Excellent verbal and written communication skills.
Strong customer service skills and commitment to customer satisfaction.
Ability to assess customer concerns, identify solutions, troubleshoot issues, and resolve problems effectively and in a timely manner.
Ability to listen attentively, understand customer needs, demonstrate empathy, and respond appropriately.
Strong organizational skills and ability to prioritize tasks and handle a high volume of customer inquiries.
Ability to process information accurately, maintain detailed records, and minimize errors in transactions and documentation.
Ability to remain calm, patient, and professional with difficult customers, complaints, and challenging situations.
Reliability, initiative, professionalism, and ownership of assigned responsibilities and customer issues.
Ability to handle sensitive customer and company information discreetly and in accordance with established policies and procedures.

Nice To Haves

Associate's or Bachelor's degree in Business Administration, Communications, Customer Service, or a related field.
Fluency in Spanish.

Responsibilities

Promptly respond to and fully resolve emails, texts, and calls.
Diagnose and address user issues and concerns, escalating as necessary.
Conduct introductory calls with new users.
Address payment failures and disputes.
Process refunds and collect all required documentation.
Escalate user technology issues to the Customer Support Team Lead or product team as needed.
Review and approve user profiles against required criteria.
Review potential fraud alerts and take appropriate action, escalating as necessary.
Review and save user feedback, escalating negative reviews as necessary.
Solicit Google and app reviews from users.
Prompt users to book candidates via email and text.
Monitor and cancel job postings if a user is unresponsive or has made other arrangements.
Assist users with last-minute cancellations and no-shows, adding incentives as needed.
Document all customer interactions.