Customer Support Specialist

Boston, MA, United States

Dispatch continues to revolutionize the home service experience for brands, service providers, and end customers just like you. Dispatch is in an exciting period of growth, as we recently announced a growth raise and acquisition of Youreka, the leading no-code mobile automation product built on the Salesforce platform.

We are not just a software vendor, we are a brand partner – delivering extraordinary value using a synthesis of our platform, people, and partnership approach. Backed by Vista Equity Partners, Dispatch continues to revolutionize service experience for brands, service providers, and end customers just like you. Come join us to contribute to our future. We have built a sales-friendly culture and we run fast. Commitment to our employees and our culture is key to a rewarding career track.

We're on the hunt for a talented Customer Experience Specialist to help us build an even stronger, more robust product by supporting our growing customer base in several channels.

AS THE CUSTOMER EXPERIENCE SPECIALIST YOU WILL:

Handle inbound/outbound support requests by email and phone in a timely fashion.

Juggle multiple open requests simultaneously.

Troubleshoot reported problems by customers.

Help empower our customers by using premium product offerings, functionality and solutions in a warm, inbound lead (sale) process (Have no fear, there is no cold calling!).

Provide training material and guidance to customers.

Maintain constant knowledge of Dispatch products and changes & additions to such products.

Communicate daily with the team as issues and requests arise.

Deal with multiple customer personalities and emotions with grace (Happy, Unhappy, Angry, Impatient, Short, Kind, etc.)

Thrive in a fast-paced, high pressure, start-up culture that expects great things every day.

WHAT WE'RE LOOKING FOR:

A Support Veteran: You've got at least 1-2 years of support experience, ideally at a software company.

A Techspert: You're fluent in both Mac and Windows. Learning new tools on the fly is a breeze for you. You might have dabbled in a programming language or two before, and know enough to be dangerous.

A Communicator: You're able to speak verbally and in writing with a professional, friendly tone while resolving problems & answering questions.

A Teacher: You're skilled in providing step-by-step guidance to resolving issues, providing assistance and education to customers who may be lost in using Dispatch

Patient: No matter what, you maintain a calm, positive voice when handling a wide range of customer personalities

A Troubleshooter: You enjoy digging into a problem, diagnosing the break in the chain, narrowing the possibilities to as few pinpoints as possible.

A Life-Long Learner: You constantly learn about technology, software products, and customer service behaviors during your own time.

A Bostonian: You're local and able to work in our Boston, MA (Downtown Crossing) office daily during the 4 week training period, and in a hybrid capacity once fully onboarded.

SKILLS WE SEEK:

Proven ability to articulate in writing and voice

Natural ability to run fast while exercising sound judgment.

Proficiency using computers, software tools

Strong work ethic and a sense of commitment is a requirement.

Motivated and comfortable working with others every day

WITHIN ONE MONTH, YOU'LL:

Learn the core product suite that empowers our most active users across the country

Become familiar with the tone and communication style the team uses when working with customers

Attend team meetings that discuss recent challenges, product updates, and company-wide announcements

Meet with members of the Customer Success and Customer Experience teams individually to understand our customers and products

Comb through our training & educational materials

WITHIN THREE MONTHS, YOU'LL:

Have a strong understanding of the business, and begin teaching us a thing or two we don't know

Consider yourself a product expert in Dispatch's solutions

Demonstrate confidence when working with customers, solving their urgent needs

Handle incoming and outgoing phone, email and chat conversations

WITHIN SIX MONTHS, YOU'LL:

Strengthen your product knowledge, building technical aptitude

Be able to openly speak about & explain our product features without a computer in front of you

Showcase professional communication with customers, positive CSAT scores and handling of 15%+ of all support conversations

WITHIN TWELVE MONTHS, YOU'LL:

Actively engage in all parts of the organization

Bring new ideas, concepts, and solutions to the team for working efficiently and improving upon the customer experience

Team up with those around you when opportunities arise to demonstrate teamwork and collaboration

Salary

The base salary range for this role is $50,000 annually. Actual pay within the range is influenced by multiple factors, including but not limited to skill set, your residence location, and prior work experience. In addition to base salary, this position is eligible for commission, equity, and benefits, and are not included in the provided pay range.

Location

Dispatch accommodates a hybrid work environment, however we prefer a candidate who resides in or near Boston, MA as our 4 week training and onboarding period requires in office attendance. Once onboarded, we embrace the transition to hybrid and remote-based work if preferred. Want to spend a month in Italy? Great, do it! Live in Idaho? Sweet, we have another team member there! After our training period, as long as you are crushing your goals and helping us drive the business forward, you do you. Our office in Boston will remain open and available for you to use.

We Have

An amazing team focused on innovating and improving every day

Room for growth and an emphasis on talent development including a professional development reimbursement program

A fun, casual team environment with co-workers who will make you feel like you are an important part of our team, engage you in developing new solutions to challenging problems, and help you leverage your strengths

A generous medical, dental, and vision package with 90% covered by us!

Paid parental leave

401k with company match

Company sponsored Life Insurance coverage, short term disability, long term disability

Additional perks including a wellness and adventure fund, as well as monthly personal uber credits

Unlimited Paid Time Off (PTO) package, 9 company Holidays, and a flexible work schedule

Still with us?

We're ready to meet you if you wake up every day eager to get your hands dirty in a high growth start-up atmosphere. Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

Dispatch is an equal opportunity employer, who participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran's status, or any other classification as required by applicable law.

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