Customer Support Associate

On the Jebbit Support team we strive to be the differentiators that set our company apart from the rest. Each interaction with Jebbit platform users is an opportunity to exchange value and provide an experience that our customers won’t be able to find elsewhere. As a Customer Support Associate at Jebbit, you will be a key player in ensuring the success and happiness of all of our platform users and you will have the opportunity to make a major impact for our business as a whole!

We are an award winning support team and are looking for talented problem solvers to join our crew as we continue to grow! You are someone who’s unafraid to jump into messy problems to find solutions. You will spend a good amount of your time testing and troubleshooting within the Jebbit platform and will be expected to become a platform expert. If this type of work excites you then we’d love to hear from you!

Our target salary range for this role will be between $55-$60k annually, dependent on prior professional experience.

What You'll Do:

• Answer inbound emails and chats from customers in a timely and professional manner 
• Schedule Zoom calls with customers to walk through complex issues or provide live product training 
• Provide customers with step-by-step guidance to resolve all platform related issues
• Show customers the value of the Jebbit platform in every interaction and educate them on new features and functionality 
• Share customer feedback with Product and Engineering teams regarding platform issues or product gaps 
• Research and troubleshot bugs to report them clearly with technical teams via JIRA tickets
• Meet or exceed performance metrics, such as response time, resolution time, and customer satisfaction ratings
• Fully address client’s concerns and provide follow up to ensure all of their needs are met
• Become a platform expert and create documentation for our Knowledge Base or update existing documentation when necessary 
• Use a tagging system to classify and track customer tickets and issues
• Constantly build, test, troubleshoot, and innovate solutions and best practices in the Jebbit platform

Working Hours: Monday - Friday 9am - 5pm PST, occasional evenings and weekends 

Who You Are:

• 1-2 years of experience in customer service or a related field 
• Excellent communication skills, both verbal and written
• Ability to work independently and as part of a team
• Excellent problem-solving and critical-thinking skills
• Ability to empathize with customers and convey confidence
• Work with a sense of urgency and the ability to prioritize individual tasks
• Solutions oriented mindset 
• Comfortable learning new systems and processes at a fast pace 
• Bilingual is a plus (Spanish, Japanese)