Job Description

WorkStep is a career development network for hourly job seekers. Our mission is to enable better career outcomes by providing a transparent job marketplace and access to advancement opportunities.

The Part-time Customer Support Associate supports the needs of all WorkStep users. You will help the growing number of hourly job seekers to ensure their success at every step of the job application and employment process. Youll also be supporting the hiring needs of our employer partners.

Youll be on the front lines representing our organization by providing empathetic engagement with both our job seekers and partners. The ideal candidate is adept at listening to and working with people and ultimately solving their problems! This remote position will be the second Support Associate hire and will report directly to the Operations Lead.

Primary Responsibilities:

• Communicate (inbound and outbound) with job seekers, actively employed users, and our employer partners
• Respond promptly to all user inquiries in written (email, text, chat) and phone-based communications
• Identify, document and report user trends, bugs, etc.
• Collaborate with the broader team to ensure a streamlined and successful experience for all users

KPI's (Key Performance Indicators) owned:

• Worker / Employer Satisfaction Score (NPS)
• Customer Satisfaction Score (CSAT)
• Response SLA

REQUIREMENTS

• Monday - Friday 11:00 AM PST - 4:00 PM PST / 25 hours per week availability
• 1+ years of remote customer support, customer success, or other relevant experience
• Passion for the WorkStep mission

BENEFITS

• Top-notch technology / workspace improvement budget (Macbook, 2nd monitor, etc.)
• Opportunity to join a passionate, motivated, and fun team at an early stage to help shape and execute on our mission