Full-Time Customer Support Specialist I

Customer Support Specialist I interacts directly with customers and clients, providing immediate assistance, troubleshooting issues, and focusing on making shops and barbers successful using the SQUIRE platform.

Reports To: Manager, Customer Support

Job Duties and Responsibilities:

• Engage with product users via chat, phone, or text for level 1 support requests, inquiries, and troubleshooting.
• Effectively diagnose and resolve customer issues promptly, ensuring a positive customer experience.
• Develop a comprehensive understanding of products and services to provide accurate information to customers.
• Demonstrate excellent written communication skills in chat-based interactions, maintaining a professional tone.
• Thoroughly document interactions, case notes, and troubleshooting efforts.
• Escalate complex issues to appropriate internal teams.
• Collaborate with cross-functional teams (Tier II Support, Product, Engineering).
• Stay informed about product updates, industry trends, and best practices for enhanced customer support.
• Adhere to established guidelines and quality standards.

Preferred Experience and Qualifications:

• 1-3 years experience in Customer Success or Technical Support.
• Familiarity with Mac OS, iPad, iOS, and Android devices.
• Previous experience with a CRM and ticketing system.
• Team player, problem-solver, outcome-oriented.
• Excellent oral and written communication skills.
• Strong emotional intelligence and ability to partner across departments.
• Detail-oriented and data-driven.
• Impeccable time management and self-sufficient.
• Flexibility to work evenings & weekends.

What We Offer:

• New hire stock grant
• 100% employer-paid medical/dental/vision insurance
• Pension plan
• Generous PTO and Parental Leave policies
• 100% remote opportunity

Interview Accommodations: SQUIRE is committed to providing reasonable assistance to individuals with disabilities.

Equal Employment Opportunity: SQUIRE provides equal opportunities to all employees and applicants.

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