Ranked #292 on Inc. 5000 Fastest-Growing Private Companies 2022
About Upwards:
Upwards is a fast-growing Los Angeles-based startup transforming childcare in the United States. Backed by top investors and VCs, we're making childcare accessible to all families by connecting parents, caregivers, employers, and governments to offer benefits programs that meet ever-evolving family needs.
It is our mission to make childcare affordable and accessible for all.
The Government Subsidy Support Specialist delivers exceptional support by actively listening to and resolving Provider and Parent inquiries and concerns. This role is responsible for ensuring customer satisfaction, building strong relationships, resolving issues and providing accurate information about our Government Subsidy offerings across various programs.
This is a salaried non-exempt position that requires you to work non-traditional hours in the Central US timezone, including evenings and weekends.
Key Responsibilities:
- Serve as a point of contact for Parent and Provider inquiries and issues related to various Upwards Government Subsidy programs, responding professionally and empathetically to resolve customer concerns and escalating issues as needed
- Develop in-depth Government Subsidy knowledge and provide accurate information to customers.
- Follow Upwards communication procedures, guidelines, and policies to support our mission of solving care for good.
- Maintain accurate records of customer interactions and inquiries within the Upwards Admin system.
- Provide individualized guidance to parents on eligibility requirements and application procedures for city-funded childcare subsidies.
- Conduct intake assessments and help families navigate complex documentation requirements, including income verification and residency status.
- Handoff unresolved customer issues through clear communication to team members working daytime shifts.
- Establish strong relationships and build rapport with customers, leading to high customer satisfaction with our programs.
Requirements/Qualifications:
- Bachelor's degree in Early Childhood Education, or experience in a related field strongly preferred.
- Located in or familiar with the Kansas City Metro area, preferably.
- Proven customer service experience, preferably in a call center or retail environment.
- Strong communication skills, both verbal and written.
- Excellent problem-solving and conflict-resolution abilities.
- Proficient computer skills and experience with CRM software.
- Problem-solving abilities with a keen attention to detail.
- Team player with the ability to collaborate effectively with colleagues.
- Ability to work 6pm to 11pm CT Monday - Friday and on weekends as needed.
Let's talk about the perks at Upwards:
- Salary range - $55,000 to $63,000
- Comprehensive Benefits - Medical, Vision, Dental, Short and Long Term Disability.
- Generous Parental Leave benefits
- Monthly Fringe Benefits - Pick something fun for yourself!
- 401K with a 3% Match - You invest in us, we are going to invest in your future.
- Flexible Paid Time Off - We encourage you to take time for yourself.
- Equity - We want our employees to be stakeholders.
- Paid access to co-working spaces and a monthly internet allowance.
- Stipend to outfit your home office - We are 100% remote, so find that comfy chair!
- Yearly professional development stipend - We support career development for all employees.
Compensation determinations rely on various factors, encompassing the position level, the individual's skills, knowledge, and capabilities, the location of the role, internal fairness considerations, and alignment with market data.
Upwards, as an E-Verify participant and equal opportunity employer, does not discriminate based on race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. Rest assured that all your information will be treated confidentially in accordance with EEO guidelines.