Partner Support Specialist

Instawork, a digital marketplace that connects local businesses with skilled hourly professionals across the U.S., is seeking a Partner Support Specialist with a proven track record of success to join our rapidly growing team. Reporting to the Manager of Partner Support, this role serves as a critical member of the Partner Support team, and is responsible for helping build positive, safe, and trusted experiences for our Instawork Partners and Professionals by engaging our users through both direct support interactions and scaled solutions. You will be working with a global team in providing world-class, timely service to our community of external and internal stakeholders, as well as gathering insight to improve our product and performance in a fast-paced startup This role requires someone that is always looking to resolve problems with exceptional communication while building trust in the community and has a good sense of intuition.

What You’ll Do

• Resolve support issues with external and internal stakeholders that will help drive our customer experience to the next level
• Help users understand how to use our platform and handle sensitive, complex user-facing issues on the platform
• Manage real-time operations and resolve urgent issues for gigs on the Instawork platform to provide our Partners and Professionals a positive experience before and during their gigs
• Communicate proactively with Partners and Professionals (at times) to ensure all of their daily needs are met
• Proactively engage with Partners to create moments of delight
• Identify opportunities to improve our workflow and product
• Learn and master multiple internal systems

Who You Are

• Flexible availability and scheduling
• Good organizational and time management skills with the flexibility to reprioritize as necessary
• Adhere to company policies, procedures, culture, and business values
• 2-5 years of experience
• Ability to thrive in a fast-paced environment
• Enthusiastic and positive attitude with strong customer empathy and care for our customers
• Excellent communication skills (written and verbal)
• Minimal travel may be required
• Bilingual English/Spanish is a plus

Instawork Values

• Bias for Action -- We are a growing team and an evolving product. We want a team of do’ers to drive the company forward, even if it means making decisions with incomplete information or being wrong.
• Act Like an Owner -- Treat this company as though it is your own. Execute on the fundamentals, and act creatively to drive growth. Your ability to drive impact in any part of our company is only limited by your courage and conviction, not your job title.
• Always Be Learning -- We are changing an entire industry. We strive to learn from each other and get better each day, week, and month, so that our team’s learnings can compound and we can all improve, together.
• Empathy, Trust, Candor -- Empathy for our business partners and professionals means we put ourselves in their shoes. Empathy for our colleagues means we are always upfront and honest with each other, which comes from trust.