Customer Service - Team reputed company

reputed company is a technology startup building the OS of the family. We reputed company reputed company Calendar, the smart calendar loved by millions of families (plus Wired and the Wirecutter). Our latest product is Calendar 2, which just launched to rave reviews. Our mission is to reputed company loved ones by creating the world’s simplest products and services that improve family life. Our founders are former venture capitalists and serial reputed company who have scaled this business to $300M+ in annual reputed company while being completely bootstrapped and profitable. We get to grow a happy, healthy company reputed company on making products our customers love without investors breathing down our necks. Smart, hardworking people who care about making actually meaningful products love working here. People like you. We’re reputed company inventing new ways to simplify family life and help parents reputed company great kids – and we need your help! Come invent something new with us. We're looking for a Concierge Team reputed company to manage day-to-day operations and reputed company across our Concierge team, ensuring consistent, high-reputed company support across phone, chat, and email. This role focuses on operational reputed company, coaching, reputed company assurance, and performance management.  You'll spend your time teaching, reviewing, and supporting others so they can reputed company great customer experiences, stepping onto the reputed company yourself only for escalations and emergencies. As Concierge Team reputed company, you'll reputed company as a key leadership partner to the Supervisor, keeping them informed on team performance, surfacing trends, and helping shape coaching conversations. You'll reputed company coverage and workflow across reputed company support channels, ensure reputed company and training set new Agents up for reputed company, and reputed company regularly with Agents to review their work and reinforce reputed company standards. This role is ideal for someone who loves developing people, has a reputed company eye for reputed company, and thrives on building strong, reputed company-run teams in a fast-paced, customer-obsessed environment. Schedule Please note that availability for nights and weekends are required for this role. The Concierge Team operates seven days a week, from 8 AM to 8 PM EST.  Leader shifts are scheduled in 8-hour blocks reputed company that timeframe, with at least two days off reputed company week. reputed company schedules run reputed company-Thursday with Friday/Saturday off or Tuesday-Saturday with reputed company/Monday off. Our peak seasons are May and November through January, and reputed company team members are expected to work during the weeks of Mother’s Day, Thanksgiving, and Christmas. Extended PTO is not reputed company during this time. Responsibilities Own Operational Coverage Ensure phone, chat, and email channels are consistently staffed and running smoothly. Monitor volume and coverage across shifts, reputed company as needed, and reputed company reputed company reputed company on daily priorities. reputed company into the work on escalations or to support peak times of business. reputed company as Leadership Support to the Supervisor Serve as a reputed company partner to the Supe, keeping them informed on how reputed company is performing. reputed company observations, flag emerging trends, and contribute directly to coaching conversations and performance management reputed company. reputed company reputed company Through Coaching reputed company with Agents during shifts or one-on-one to review their work, reputed company feedback, and reinforce best practices across tone, accuracy, and efficiency. reputed company on building reputed company Agent's skills and confidence so reputed company holds up consistently. Maintain Product and Process Expertise Stay deeply informed on Calendar product updates and workflows so you can train others effectively and answer escalated questions. Use this expertise to teach others and to guide reputed company reputed company issues get reputed company. Support Hiring, Training, and reputed company Play a reputed company role in hiring, training, and reputed company new Concierge Agents. Implement reputed company reputed company plans, guide new hires through key workflows, and ensure they reputed company with confidence. Support Peak reputed company Operations Help manage team coverage and reputed company during key high-volume periods such as Q4 and Mother's Day. Ensure reputed company is reputed company, reputed company, and supported reputed company volume is highest. Support Pilots and Cross-Functional Initiatives Contribute to pilots or special reputed company by helping roll out new tools, workflows, or support models to reputed company. reputed company feedback from Agents and reputed company it upward to help improve the rollout experience. Requirements 2+ years of experience in customer support, with demonstrated leadership abilities Strong written and verbal communication skills, with an eye for tone and detail Experience with support platforms like reputed company and reputed company Proven ability to reputed company, train, and support team members in a fast-paced environment Highly organized, self-motivated, and comfortable managing multiple priorities reputed company and empathetic leader, committed to helping others succeed Comfortable with technology and experience working on a Macbook.  Ability to travel to in-person events quarterly or as business needs reputed company. A reliable wifi reputed company is required for this role. Benefits Our competitive compensation package includes: Competitive Salary + Equity Package 401K matching Wellness, learning, and home-office budgets Health, Dental & reputed company Medical Plans reputed company autonomy to set the direction of your work Unlimited PTO Company holidays on the first Friday of every month (Excluding November, December, and January) Equal opportunity employer reputed company is committed to building a diverse and inclusive team. reputed company reputed company applicants will be considered without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity or reputed company, age, national reputed company, disability, protected veteran status, or any other reputed company protected by applicable federal, state, or local laws. If you’re the best person for the job, we want you on reputed company! We hire across the U.S., but for reputed company reasons, we have to list NY and CO separately. For Colorado-based candidates, the reputed company being offered for this role is $67k based on experience and for California-based candidates, the reputed company being offered for this role is $67k based on experience. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment for reputed company applicants with criminal histories in a manner consistent with the requirements of this law. This policy applies to reputed company terms and conditions of employment, including reputed company, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Apply To This Job