Customer Support Coordinator, Tier 1

Upwards (upwards.com) is a fast-growing Los Angeles-based startup transforming family care in the United States. Backed by top investors and VCs, we’re making care 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. 

About the job:

Our Customer Support Coordinators are critical to Upwards' customer experience and success. As a Tier 1 Agent, you must discover, triage, and resolve issues across multiple contact channels. You will escalate complex issues to our Tier 2 team following our standards and procedures. The ideal candidate is passionate about helping others and strives to continuously improve the customer experience for both Parents and Childcare Providers. 

Please note this remote-based position requires 24-hour coverage, seven days a week. This will require five 8-hour shifts each week with Day, Afternoon, Night, and Weekend Shifts available to best meet our customers' needs. When completing your application, make sure to indicate your preference:

• Day Shift: 9 AM - 5 PM PST
• Afternoon Shift: 5 PM - 1 AM PST 
• Night Shift: 1 AM - 9 AM PST
• Availability for Weekend Support: Yes or No

In this role, you will:

• Empathize & Listen: You will be our customer's first point of contact (Calls, Messages, and Emails) and reach a resolution within SLA. You will advocate for the customer experience, best understand their pain points, and be compassionate of any frustrations experienced.
• Curious & Flexible: You adapt to new processes and products with a team-first mentality to grow together. You will be an expert regarding company policies, tools, and the Upwards Admin System. This will allow you to investigate and resolve customer inquiries, complaints, and feedback with thorough documentation.
• Prioritize Data & Optimization: You will work towards team KPIs and targets set by the Marketplace Team. To accomplish this, you must exercise judgment within defined procedures to determine appropriate action plans and resolutions. 
• Communicate & Collaborate: You will actively monitor Slack notifications for enrollment packets, license checks, bank account updates, and other Parent and Provider requests as needed. In each interaction, you will make every effort to support and positively reflect the Upwards brand to others.

You’ll excel at this role if you have:

• Previous experience working remotely in a customer-focused facing role.
• Familiarity with Slack and Google Suite tools and desire to learn new tech software.
• Excellent communication and strong customer service skills (bilingual in Spanish highly preferred).
• Experience juggling multiple tasks using strong organization and time management skills.
• Professional written, verbal, and interpersonal abilities; you will interact with families and providers of all backgrounds.

We really like candidates for this role if you have the following:

• Knowledge of the childcare industry and its challenges in the U.S.
• A college degree is a plus but not required for this position
• Spanish/English or Portuguese/English bilingual is nice to have.

What the Interview Process will look like:

1st Interview: 15-minute interview with the Hiring Team

2nd Interview: Meet with Marketplace Operations Manager and Operations Lead

Let’s talk about perks at Upwards:

• 15 PTO days per year
• Monthly Internet, Health Insurance, and Well-being Stipend
• A yearly educational stipend
• International Holidays Off
• 3 Sick Days off per year