Customer Support Specialist
Remote job description
Who we are
Otter is on a mission to build a childcare platform parents can count on. We match parents with vetted babysitters in their community and handle all the booking logistics from start to finish. We support care ranging from planned date-nights to last minute emergencies. We're live in the Bay Area and Chicago. Our team of ~15 is mostly remote, with the option (but no requirement) to work at local co-working spaces if you're in one of our markets.
Who You'll Be Working With
Every day, you'll work closely with our Head of Customer Support, Emily, and another Customer Support team member. Together, the three of you will make up our Customer Support org. We follow an operations-first product development approach so your learnings from customers will help shape our policies and product to make your job easier and our users' lives better. You'll also partner with our EPD (engineering, product, and design) team members, General Managers, Mel and Justin, as well as our Sitter Operations Lead, Shannon, to translate platform experiences into improved features.
What You'll Actually Do Here
You'll be responsible for building the parent and sitter support experience by handling inbound requests (text, sometimes email), overseeing dispatch operations, troubleshooting and flagging issues when market is out of balance or the product doesn't work as intended, and building relationships that drive retention. With a pulse on the customers' experience, you'll provide insights and recommendations to partner orgs and have the opportunity to build standards to support growth into new markets. You may be tapped to support sitter and parent acquisition as well as user research initiatives. Shifts may include some later nights and weekends.
What You Won't Do Here
Build out complex processes for resolving customer issues or build out macros that will stay with us for a long time - at least not at first. We're actively doubling down on a PMF bet, which means most of our work is tactical and will remain that way until we earn the right to abstract a few levels up. To that end, we're focused on building the simplest solution to the most important problem, which means some of the solutions we put in place will change as we learn more from our customers about what they need.
Who You Are
You're probably a former customer service expert, operator, or client success specialist. You're highly attuned to customers' needs, handle tough situations with utmost composure, and are a highly effective communicator (both written and verbal). You operate with a high degree of ownership, pay attention to the details, and index on quality over speed. You're excited to try new things, and would be thrilled to be part of a customer support team that drives growth by retaining parents and sitters. You're also excited about Otter's mission to build childcare that works for families and caregivers!
The hourly range for this position at Otter is between $24 and $29 and you will be eligible for benefits provided you work for 30 or more hours per week. You will also receive an equity grant as part of your compensation.
Compensation is commensurate with experience, and we may consider a higher compensation band for a more senior candidate.Please apply even if you don't meet 100% of the criteria. Nobody checks every box every time and we'd love to talk to you about how and why you can see yourself growing into this role. We're also very open to candidates with non-traditional experience, especially those who have taken time out of the traditional workforce to care for their children or other loved ones.
Otter embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Company name: Otter
Remote job title: Customer Support Specialist
Job tags: New Market Expansion, Troubleshooting, User Research